Open Source Support Desk

When you are looking for continuous and proactive maintenance for Joomla or WordPress, a Support Contract is the answer for you! You can stop worrying about what software version you should use, how to solve conflicting scripts after running an update and how to block security threats from obsolete extensions.

Benefits Get the level of security your business needs with weekly, monthly or quarterly updates. Increase the lifespan of your CMS. Eliminate site issues and downtime. Simplify site operations. Avoid costly reworks. Key Savings Your Content Management System and all its Extensions will be up-to-date at a fixed monthly fee. You save time and money on staff. Continuous support: no need to submit any Support Request. 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.

Get the level of proactive support you need or let us customize it to your needs, contact us to share your thoughts.

Open Source Support Desk provides continuous and proactive software maintenance for Joomla and WordPress. The release schedule for updates and patches vary depending on the subscription purchased.

What kind of support can I get?
Which software is supported?
Upgrades and patches of core CMS
Upgrades and patches of Extensions
Upgrades and patches of Templates
What are the Support Methods?
Online Helpdesk, 24/7/365 access	Web, email, outbound phone	Web, email, outbound phone	Web, email, outbound phone
Do I need to create a Support Ticket for upgrades?	No	No	No
Do I need to create a Support Ticket for security patches?	No	No	No
FREE Tutorials
FREE Daily Backups to Amazon S3
FREE Support Rewards
FREE SecureLive
FREE Performance Monitoring - 24/7
Service Level Guarantees
When will you execute regular upgrades or patches?	Quarterly	Monthly	Weekly
When will you execute critical upgrades or patches?	72 Hours	48 Hours	24 Hours
How many users can use the Online Helpdesk	3 users	3 users	3 users
How many CMSs will be supported	1 per contract	1 per contract	1 per contract
How many Extensions are included	Up to 50	Up to 50	Up to 50
Extra charge for e-Commerce sites (ie. VirtueMart)	10%	10%	10%
What are the hours of coverage?	5am - 5pm CET	5am - 5pm CET	5am - 5pm CET
What if the Initial Response Time is not met?	Refund of monthly fee	Refund of  monthly fee	Refund of  monthly fee
What Payment Methods do you offer?
PayPal (PayPal account not required)
VISA
MasterCard
Banktransfer
Cheque
What is the billing cycle?	Monthly recurring	Monthly recurring	Monthly recurring
What is the next step?

Maintenance Periods

Periodic maintenance of your site is required to sustain high levels of performance and availability. Open Source Support Desk will notify customers two business days in advance of planned site maintenance.

Should there be any scheduled downtime, then this is not considered downtime for SLA purposes.

Priority Defenitions

Below is a list of the standard priority definitions that Open Source Support Desk uses to classify technical support issues:

• Priority 1 (Urgent)
  A Priority 1 issue is a catastrophic production problem which may severely impact your production systems, or in which your production systems are down or not functioning; loss of production data and no procedural workaround exists.

• Priority 2 (High)
  A Priority 2 issue is a problem where your system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of your business operations and productivity. The system is exposed to potential loss or interruption of service.

• Priority 3 (Medium)
  A Priority 3 issue is a medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows you to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to your operation or issues in which there is an easy circumvention or avoidance by the end user.

• Priority 4 (Low)
  A Priority 4 issue is for a general usage questions or request for a modification. There is no impact on the quality, performance or functionality of the product.

Critical updates as reported by the source (ie. the Joomla Production Leadership Team or third party extension developers) will be treated as a Priority 1 issue. These updates will be caried out within the Initial Respons Time for critical updates according to the SLA.

Get Started

With a Support Contract, Open Source Support Desk offers you a full range of additional services and benefits to further increase the Security Level of your online business.

FREE Daily Backups with Amazon S3

Should your hosting provider backup to your own server (a big 'ouch' in case your server melts down), get hit by an earthquake or just 'forget' to run a backup, we will offer you a 100% fall back! Open Source Support Desk will provide you with a recent backup at Amazon's S3 cloud!

• Free
  Regardless of the size of your site, our daily backup service is 100% free!
• Reliable
  Amazon S3 stores multiple, redundant copies of your information so you don’t have to worry about ever losing your master copy.
• Scalable and high-performance
  Amazon’s massive compute capacity and storage enables us to scale your application’s storage requirements as your business grows.
• Secure
  AWS utilizes an end-to-end approach to secure and harden our infrastructure, including physical, operational, and software measures. Also, Amazon S3 provides authentication mechanisms to ensure that data is kept secure from unauthorized access.

FREE Live Web Security with SecureLive

SecureLive™ is an advanced security system designed to seamlessly integrate into Joomla and WordPress. With a simple plugin installation and activation, we will immediately begin blocking hackers and seeing reports of the malicious activity on your site. SecureLive goes one step further and reports the hackers to the appropriate authorities.

SecureLive is a patented LIVE website hack protection service which monitors your website 24/7 using the patented CST™ (Continuous Scanning Technology), a Real-Time hacking detection system that stops criminals at the time/point of entry BEFORE any crime can be committed.

As of this date SecureLivehas blocked near 50 million attacks, shut down over 11,000 attack sites, initiated many prosecutions and has eliminated repeat offenders by working directly with law enforcement and service providers. The system is also a case building and data collection tool for compiling evidence against a single hacker or a network of hackers.

SecureLive's success rate is due to a combination of real LIVE human account monitors, artificial intelligent software and CST™ technology. SecureLive will BLOCK intruders, ALERT you and our team and REPORT all incidents to law enforcement agencies automatically for you.

The truth is, when it comes to Joomla or WordPress protection, no other security application or system can match the superiority and aggressive crime fighting abilities of SecureLive.

We suggest to let us first make sure your site is free from malware and visuses before adding SecureLive.

FREE Performance Monitoring with WatchMouse

Open Source Support Desk has partnered with WatchMouse, an easy way to leverage the performance monitoring of your web site. With WatchMouse we will be able to watch over your online business in real-time 24/7/365.

Customers expect your site to be...

• Fast Loading
  So why not check the performance of your Joomla web site every 5 minutes from 52 stations worldwide?
• Always Available
  Get alerted when offline within 5 minutes by email and sms via a redundant alerting network.
• Safe
  Perform daily scans to find vulnerabilities before others do.

FREE Support Rewards

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!

Prepaid Support with 10% Extra Discount

Should you have any request or question about Joomla, WordPress or any extension while working on your site, you can contact the technical support staff 24/7.

• 24/7 Access to Professional Support
• You keep full control over time spent
• No long term commitment
• No monthly billing

Open Source Support Desk's technical support staff can help you with issues like installation, configurations or settings. Knowing that your site will be fully up-to-date, we'll give you an additional 10% discount on any Prepaid Support Bundle!

Get Started

As soon as your site is fully up-to-date, we'll be able to setup a continuous maintenance schedule for your site, based on the security level or Service Level Agreement you choose. 01We will setup a Maintenance and Reporting Schedule, according to your Service Level Agreement. 02We will start maintaining your site. 03We will setup FREE Daily Backups, FREE 24/7 Performance Monitoring and FREE 24/7 Web Security Monitoring for your site and server

Get Started

Money Back Guarantee

In case we do not meet the Initial Response Time on any critical update, you are entitled to a full month's credit!

Service Quality

We believe that there can be no ‘one size fits all’ when it comes to quality. Based on varying needs and expectations, customers require different standards during each individual phase. You may need timelines, cost-effectiveness, performance, service, or other parameters. We will work closely with you to understand the unique “value” expected from each project or problem, and then tailor our processes to realize that value.

We measure our success through periodic formal independent feedback mechanisms.

Get Started