GBill Multi Site Support System
By subscribing to our GBill-Multi Site Support system you are entitled to support on 3 sites and you get:
Specialized support for Joomla 1.5.xx/Joomla 1.7.x/Joomla/2.5.x:
- 24/7 Access to the GWS-Desk Help-Desk, Ticket Support System and on-your-site problem solving
- Superb support by highly experienced GWS-Desk staff who will be able to help you quickly and resolve issues on-your-site's for you
- Direct Communication with the assigned specialist and if needed 1:1 communication via Skype/Screensharing or similar media
- Control over your GBill-spending. We work when asked and estimate time before we start if possible.
All Support requests are time based and time is being deducted on actual time spend for your support request. For every 20 minutes worked by a specialist, 1 (one) GBill will be deducted from your allocated GBill allocation.
We have handled the past 6 years over 18,000 support request and our stats show that:
- 30% of all requests can be solved within 15 minutes
- 40% of all request can be resolved within 1/2 hour
- The remainder takes one hour or more
For the more severe issues we will analyze the issues at hand, propose a solution combined with an estimation of time and costs involved and inform you if we will resolve this within the scope of the GBill solution or that we propose to move the GBill over to our Project Task and Management System where we will handle the problems with a project team in collaboration with you, our client! In those case a project definition is opened and default project development procedures will be started including order-confirmations and a different payment process.
We offer the following GBill Multi Site GBill Support Tickets packages with on-site (3 sites) asssitance:
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GBill MS-Lite
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GBill MS-Pro
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$ 440
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$ 840
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| Hours Support |
3
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6
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| What Services are Provided? | |||
| ♦ | Installation of Joomla + Extensions (1) |
 |
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| ♦ | Configuration Joomla + Extensions (1) |
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| ♦ | Upgrades of Joomla + Extensions (1) |
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| ♦ | Consults on Content and Management |
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| ♦ | Template Support |
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| ♦ | Problem Solving + Bugfixing Joomla |
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| Environmental Scope of Services? | |||
| ♦ | Joomla Versions |
1.5.xx/1.7.x/2.5.x
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1.5.xx/1.7.x/2.5.x
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| ♦ | What extensions are covered |
All
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All
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| ♦ | Is bridged software such as phpBB/G2 etc coverered |
special services package
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special services package
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| ♦ | How many Joomla instalations are included? |
3
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3
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| ♦ | Professional Ticket Support system available? |
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| ♦ | Is Project Collaboration SW online available for easy communication? |
Project Task &
Mgt Syst |
Project Task &
Mgt Syst |
| ♦ | What Communication Channels are used? |
PTMS/Ticket/Skype/
Phone/Mail/Screensharing/ |
PTMS/Ticket/Skype/Phone/
Mail/Screensharing/ |
| ♦ | Where are the global offices/representations |
SG/NL/RI/USA
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SG/NL/RI/USA
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| ♦ | Business Hours Mo - Fri | ||
| Europe |
8.30am - 5.30pm CET
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8.30am - 5.30pm CET
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| Asia & Australia |
9.00 am - 6pm SGT
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9.00am - 6.00pm SGT
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| North America |
8.30am - 5.30pm EST
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8.30am - 5.30pm EST
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| Rest of the world |
8.30am - 5.30pm CET
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8.30am - 5.30pm CET
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| How is Time Allocated? | |||
| ♦ | How many GBills are allocated with the purchase |
9
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18
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| ♦ | One Gbill equals how much time |
20 minutes
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20 minutes
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| ♦ | What happens if an issue takes more than 12 Gbills? |
You buy extra GBills
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You buy extra GBills
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| ♦ | How do I know what Gbills/for what has been used |
reported on account
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reported on account
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| ♦ | Any limits to support requests/tickets |
None
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None
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| ♦ | What other support options I have |
Specialized/Tailored
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Specialized/Tailored
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| Proactive Support (no requests!) ? | |||
| ♦ | Security Patches (♦♦ Gbills deductable) |
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| ♦ | Upgrade within J-version (♦♦ Gbills deductable) |
Submit Ticket Request
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| ♦ | Upgrades Extensions (♦♦ Gbills deductable) |
Submit Ticket Request
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| ♦ | Daily backups database |
No
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| ♦ | Weekly backups to remote server(s) |
No
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| Response Time any 1st Request? | |||
| ♦ | Priority I |
6 business hours
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6 business hours
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| ♦ | Priority II |
One business day
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One business day
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| ♦ | Priority III |
One business day
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One business day
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| Priority IV |
Two business days
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Two business days
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| ♦ | Whate happens if initial response time is not met |
Refund Gbill
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Refund Gbill
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| General Conditions & Terms | |||
| ♦ | How long is contract valid? |
Untill Gbill's used
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Untill Gbill's used
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| ♦ | How do I purchase? |
Click Buy Now
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Click Buy Now
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| ♦ | Can I cancel the contract at any time? |
Yes
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Yes
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| ♦ | Do you have partial refund for the not used GBills |
No
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No
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| ♦ | Is site restore from Hacking attempts included? |
Specialized/Tailored Pax
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Specialized/Tailored Pax
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| ♦ | Any additional services provided? | ||
| ♦ | What payments methods are supported |
2Checkout/Paypal
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2Checkout/Paypal
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| ♦ | Do you keep my Card Details? |
No! They are with our merchant 2Checkout
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No! They are with our merchant 2Checkout
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| ♦ | In what currency is billing done |
US$
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US$
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| Support Fees (incl. VAT) |
440
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820
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Note: we always need access to your site as described here