GBill Single Site Support System

Many of our clients often return to us for their support, enjoying our professionalism, high skilled technical support and rapid reactions. Single purchases of incident support such as Emergency Assists requires a US$ 90 purchase and single support hour US$ 60. By subscribing to our GBill-Supportsystem and you get:

Specialized support for Joomla 1.5.xx/Joomla 2.5.x/Joomla/3.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 for you
• Direct Communication with the assigned specialist and if needed 1:1 communication via Skype/Screensharing or similar media
• Control 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 15 minutes worked by a specialist, 1 (one) GBill will be deducted from your allocated GBill allocation.

We have handled the past 6 years over 27,000 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 Single Site Support packages:

		GBill Lite	GBill Pro
		$ 240	$ 500
	Hours Support	3 hours/month	6 hours/month
	What Services are Provided?
♦	Installation of Joomla + Extensions
♦	Configuration Joomla + Extensions
♦	Upgrades of Joomla + Extensions
♦	Consults on Content and Management
♦	Template Support
♦	Problem Solving + Bugfixing Joomla
♦	Security Analysis and Improvement
♦	Server review/Permissions and Optimization
	Environmental Scope of Services?
♦	Joomla Versions	1.5/2.5/3.x	1.5/2.5/3.x
♦	What extensions are covered	All	All
♦	Bridged sw such as phpBB/G2 etc covered?	special services pax	special services pax
♦	How many Joomla instalations are included?	One	One
♦	Professional Ticket Support used?
♦	What Communication Channels are used for easy communications between Techs and clientss?	Ticket/Skype /Phone /Mail/Screensharing/	Ticket/Skype/Phone /Mail/Screensharing/
♦	Where are the global offices/representations	SG/NL/UK/USA/CA	SG/NL/UK/USA/CA
♦	Business Hours Mo - Fri
	Europe	8.30am - 5.30pm CET	8.30am - 5.30pm CET
	Asia & Australia	9.00 am - 6.00pm SGT	9.00 am - 6.00pm SGT
	North America	8.30am - 5.30pm EST	8.30am - 5.30pm EST
	Rest of the world	8.30am - 5.30pm CET	8.30am - 5.30pm CET
	How is Time Allocated?
♦	How many GBills are allocated?	12	24
♦	One Gbill equals how much time?	15 minutes	15 minutes
♦	What happens if an issue takes more than 12 Gbills?	You buy extra GBills	You buy extra GBills
♦	Reporting on usage Gbills?	reported on account	reported on account
♦	Limits to support requests/tickets?	None	None
♦	What other support options I have?	Specialized/Tailored	Specialized/Tailored
	Proactive Support (no requests!) ?
♦	Security Patches	Submit Tickets	Submit Tickets
♦	Ugrade within version (1.5.x/2.5.x/3.x)	Submit Tickets	Submit Tickets
♦	Upgrades Extensions	Submit Tickets	Submit Tickets
♦	Daily backups database	No	No
♦	Weekly backups to remote server(s)	No	No
	Response Time any 1st Request?
♦	Priority I	8 business hours	8 business hours
♦	Priority II	One business day	One business day
♦	Priority III	One business day	One business day
	Priority IV	Two business days	Two business days
♦	Whate happens if initial response time is not met	Refund Gbill	Refund Gbill
	General Conditions & Terms
♦	How long is contract valid?	Untill Gbill's used	Untill Gbill's used
♦	How do I purchase?	Click Buy Now	Click Buy Now
♦	Can I cancel the contract at any time?	Yes	Yes
♦	Refund for the not used GBills?	No	No
♦	Site restore from Hacks included?	Specialized/Tailored Pax	Specialized/Tailored Pax
♦	Any additional services provided?	Specialized Services	Specialized Services
♦	What payments methods?	Paypal	Paypal
♦	In what currency is billing done?	US$	US$
	Support Fees (incl. VAT)	240	500

Note: we always need access to your site as described here