Open Source Support Desk

What kind of support can I get?
Which software is supported?
Installation of Joomla CMS and extensions
Setup and configuration
Troubleshooting and bugfixing
Upgrades of Joomla 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 Channels?
Online Helpdesk, 24/7/365 access	Web, email	Web, email
What are the Initial Respons Times for my requests?	1 Business Day	1 Business Day
What if the Initial Response Time is not met?	Full refund for time spent on Ticket	Full refund for time spent on Ticket
What are the hours of coverage?	5am - 5pm CET	5am - 5pm CET
Time Calculation
How many support credits/points do I get?	2 points / hour	2 points / hour
What is the value of 1 support credit/point?	30 minutes	30 minutes
What is the total amount of support credits/point?	8 points	16 points
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
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
When will extra time be invoiced?	n.a.	n.a.
What other options do I have for additional support?	Support Contract	Support Contract
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
What is the next step?

• View Detailed Support Plan Comparison

• We update your CMS and/or any extension you use to the latest version. Play it safe!
• We create any form for you. Improve your 'call to action' in time!
• We help you set up Google Analytics to allow you to track your visitors. Why not use Woopra or GetClicky for real time statistics?
• We fix annoying little design issues in the layout of your web site. Is your template browser compatible?
• We connect your blog and comments to twitter, facebook, linkedin or any other social media site. Push your latest news to a wider audience!

Let Us Help You With Anything Joomla or WordPress

• Dedicated technical support engineers for your support requests.
• Direct communication with your open source support engineer.
• The Online Helpdesk provides 24/7/365 access for reporting new issues and communicating with our support engineers
• You will have full control over the status of your requests and the credits of your Prepaid Support-account.

Your Prepaid Support-Package allows you to submit any Joomla and WordPress-related questions or issues.

All requests are 100% time-and-material based. Our support engineers will log their time per minute for each activity on your requests. For every 30 minutes worked by a support engineer, one Support Point will be deducted from your Support credits. Unused Prepaid Support expires after one year. To keep your Prepaid Support-account active, you can update your Support credits before the expiration date.

Over 90% of all support requests can be handled within one hour

Open Source Support Desk often solves your issue within one hour. For the more complex issues we will:

• Reply with a detailed analysis of your request
• Describe the steps to take to resolve the issue
• Do an estimate of the additional time and cost involved to solve your request

When you assign the task to us we will not charge you for this evaluation, since this has been settled already!

As soon as you agree on our proposal, we will be more than happy to solve the issue and finish the job. In the event your Support credits aren't sufficient, you can order an additional Prepaid Support-Package and your Support credits will be updated.

Full Control over your Helpdesk account

You will have full control over your Prepaid Support credits, orders and the status of the support requests submitted by you.

• With the information you provide in your Ticket, we will be able to solve your issue in a timely manner.
• The guaranteed Initial Response Time is within two business days. However, our technical support engineers are always striving to exceed your expectations and provide a faster response time whenever possible. You can rest assured that we will respond as quickly as possible.
• At any time you may reopen your Ticket simply by replying to the email notifications you receive from your support engineer, even after your Ticket is closed. We will help you until you are fully satisfied.

1. Click the Buy Now-button to order your Prepaid Support Bundle for professional support at a discount.
2. New customer? Register your account on checkout.
3. We accept PayPal and all major credit cards, which are processed through PayPal only. A PayPal account is not required.
4. As soon as PayPal has processed your transaction, you will be redirected automatically to a dedicated section of this web site, where you can submit a Ticket instantly.

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!