Prepaid Bundle		Support Contract
What kind of support can I get?
Which software is supported?
Installation of CMS and extensions
Setup and configuration
Troubleshooting and bugfixing
Upgrades of CMS and extensions
Customization
Best practice advice on hosting
Best practice advice on site and content structure
Template creation and modification, including CSS
Security advice and improvents
SEO advice and improvements
Help with content management, text and images
What are the Support Methods?
What Support Channel is available?	Web, email	Web, email	Web, email, outbound phone	Web, email, outbound phone	Web, email, outbound phone
Online Helpdesk, 24/7/365 access
Tutorial Videos
Knowledgebase
Screensharing
Chat
Outbound phone support
Who will submit or create a Support Ticket?
Do I need to create a Support Ticket for upgrades?	Yes	Yes	No	No	No
Do I need to create a Support Ticket for security patches?	Yes	Yes	No	No	No
Do I need to create a Support Ticket for bug fixes?	Yes	Yes	No	No	No
When will you execute upgrades or patches?	Upon request	Upon request	Proactive	Proactive	Proactive
Can I reopen a ticket with the status "Closed"?
Service Level Guarantees
How many users can use the Online Helpdesk	1	1	2	2	2
How many CMSs will be supported	Multiple	Multiple	1 per contract	1 per contract	1 per contract
What are the hours of coverage?	5am - 5pm CET	5am - 5pm CET	5am - 5pm CET	5am - 5pm CET	5am - 5pm CET 24/7 for Priority 1
What are the Initial Response Times for my requests?
Priority 1: Critical	2 Business Days	2 Business Days	1 Business Day	4 Business Hours	1 Hour, 24/7
Priority 2: High	2 Business Days	2 Business Days	1 Business Day	4 Business Hours	4 Business Hours
Priority 3: Medium	2 Business Days	2 Business Days	1 Business Day	1 Business Days	1 Business Days
Priority 4: Low	2 Business Days	2 Business Days	1 Business Day	1 Business Days	1 Business Days
What if the Initial Response Time is not met?	Full refund for time spent on Ticket	Full refund for time spent on Ticket	Full refund of the monthly fee	Full refund of the monthly fee	Full refund of the monthly fee
Time Calculation
How many support credits/points do I get?	2 points / hour	2 points / hour	2 points / hour	2 points / hour	2 points / hour
What is the value of 1 support credit/point?	30 minutes	30 minutes	30 minutes	30 minutes	30 minutes
What is the total amount of support credits/point?	8 points	16 points	8 points / month	8 points / month	8 points / month
Is the billable time per minute (time-and-material based)?
How many support tickets can I submit?	Up to 4 hours	Up to 8 hours	Unlimited	Unlimited	Unlimited
Can I check the support balance online?
Do you alert me when a request will take more than 4 hours?
How can I get additional Support?	New Bundle	New Bundle	USD 80 / hour	USD 80 / hour	USD 80 / hour
When will extra time be invoiced?	n.a.	n.a.	Monthly	Monthly	Monthly
What other options do I have for additional support?	Support Contract	Support Contract	Upgrade	Upgrade	Upgrade
What Payment options do you offer?
PayPal (PayPal account not required)
VISA
MasterCard
Banktransfer
Cheque
What is the billing cycle?	Once per Bundle	Once per Bundle	Monthly recurring	Monthly recurring	Monthly recurring
What other terms are applicable?
For how long is my support credit valid?	12 months	12 months	Monthly renewal	Monthly renewal	Monthly renewal
Can I upgrade for free?	n.a.	n.a.			n.a.
Can I downgrade for free?	n.a.	n.a.	n.a.
What is the minimum contract period?	n.a.	n.a.	1 month	1 month	1 month
When can I end my contract?	n.a.	n.a.	Anytime	Anytime	Anytime
What is the next step?

At Open Source Support Desk we strive for the fastest and best possible solutions that will save you both time and money. And a proper setup of your site and server will help us to do our job even faster!

The Support Rewards Program is designed for this purpose: We'll reward you with savings on our service fees for all Support Contracts at any Service Level Agreement, as soon as your CMS meets the Support Rewards Features.

That is our thank you for helping us serve you with superior service!

Working with Open Source Support Desk has always been like working with Joomla: fast & simple! We always have high quality support, all questions or problems we face are being fixed within one or two days at maximum, even really late in the evening. We would expect the same quality of service with all our suppliers! That's why we're happy to work with Open Source Support Desk and recommend them for all your web needs. Eric Bégin Marketing-Communication Project Leader, Samas

Don't worry! Contact us to discuss your support requirements or Submit your Support Ticket and we will help you with any Joomla or WordPress related issue or problem you might have!

Why Wait

Get an answer for Joomla or Wordpress Now!

Installation	Settings	Configuration	Updates
We help you install and test a fresh Joomla or WordPress CMS, including any extension, plugin or design.	Setup your CMS, menus and any third party software to make it work like a charm.	Start blogging, a community website, make money with e-Commerce or engage with your visitors in a forum. The options are endless.	Play it safe! Let us help you keep your software up-to-date and secure and safeguard your investment.
Backup	Monitoring	Security	Hosting
Let us help you setup a backup and restore plan, including tests of your backups! We backup to your hosting environment or any remote backup service, like Amazon S3.	We can monitor your site and server with a 5 minute interval from 42 monitoring stations in 26 countries to check its loading time, availability and/or functionality.	We can help you implement security tools and settings, analyse log files, respond in emergencies and collect evidence.	Help you migrate to first class hosting providers with a proven track record in meeting the requirements at an expert level.
SEO	Design	Content Creation	User Management
Review of your website, keyword research for your niche, content and technical updates to your site, setup sitemaps for Google, Yahoo and Bing, setup analytics tools and advice on their use, and more...	From adding your logo to converting a design in photoshop to a browser compatible template, including HTML and CSS validation.	Let us setup a flawless WYSIWYG editor, create images or forms, add flash, video or audio to your site.	We help you configure and troubleshoot your website registration workflow to allows users to login to certain areas of your website.

Don't worry! Contact us to discuss your support requirements or Submit your Support Ticket and we will help you with any Joomla or WordPress related issue or problem you might have!

Professional Support

No strings attached. Full control on Cost.

Online Helpdesk	Free Tutorials	Training
24/7 Access to your technical support engineer and all Support Tickets and communications.	We help you get up to speed with a complete range of Free Joomla and WordPress Tutorials.	Looking for Joomla or WordPress Training in your neighborhood? We have a Training Program Overview for you!
Screensharing	Phone Support	Global Coverage
You can share your computerscreen with us and get a real time walktrough while we click and you sit back and watch.	Your support staff engineer will call you to speed up the process if necessary.	With offices in the United States, The Netherlands and Nepal, we are able to follow the sun with you, up to 24/7.

Don't worry! Contact us to discuss your support requirements or Submit your Support Ticket and we will help you with any Joomla or WordPress related issue or problem you might have!

Support Rewards as a Thank You!

At Open Source Support Desk we strive for the fastest and best possible solutions that will save you both time and money. And a proper setup of your site and server will help us to do our job even faster!

The Support Rewards Program is designed for this purpose: We'll reward you with savings on our service fees for all Support Contracts at any Service Level Agreement, as soon as your CMS meets the Support Rewards Features.

That is our thank you for helping us serve you with superior service!

Support Reward Program Features

We know from experience that hosting your Joomla or WordPress site at our partner Rochen Performance Hosting allows you to run your CMS problem free. As a sponsor of the Joomla project, Rochen hosts all official Joomla sites and countless regular Joomla sites. Next to that, they host thousands of WordPress sites on their performance tuned servers for a global clientele.

We'll reward you with a 10% Savings
on your Support Contract when you
host your Joomla or WordPress site at Rochen!

Support Contracts - Strict Service Level Agreements

When you need guaranteed proactive support for Joomla or WordPress, a Support Contract is the answer for you!

Key Savings

• You get continuous support at a fixed monthly fee
• You save time and money on staff
• You reduce the error rate of your system
• You get a longer life span for your CMS

	View Detailed Support Plan Comparison

Hassle Free Contract

• No long-term commitment
• Montly subscription at a fixed fee
• Cancel anytime (we stop billing that day)
• No lock-in: true open source spirit
• Multiple users: you decide who gets support

Automatic Enrollment

There is no need to apply for the Support Rewards Program. Simply choose "Site hosted at Rochenhost..." on checkout.

The Support Rewards will be subtracted from your invoice automatically. We will recognize that you host your site at Rochen as soon as we start working on your site. No need to clip and collect coupons. Simply select the Support Rewards on checkout and your invoice will automatically be credited for the 10% discount!

Save up to USD 960 per year

Any discount we offer through our Support Rewards Program is recurring for as long as you have a Support Contract with us. By doing so you will save considerably on your Total Cost of Ownership. With the Support Rewards for Rochen Hosting you can host your site for free at Rochen + save on the monthly subscription with us!

Example 1: Maximum Savings with a Rochen Host MVS account

Example 2: Maximum Savings with a Rochen Starters account

Exclusive Offer: Free Migration + Support Rewards

We take great pride in delivering superior support and services. Let us help you migrate your site to Rochen for free and enjoy the full benefits of the monthly recurring Support Rewards as soon as your site is up and running with the Rochen Hosting Plan of your choice!

Any Questions Left?

Don't worry! Contact us to discuss your support requirements or Submit your Support Ticket and we will help you with any Joomla or WordPress related issue or problem you might have!