{slider Will you answer my questions as part of maintenance?}

The maintenance includes a 1 hour one on one Webex training session that is specifically for any questions/training you have. You may also attend the twice monthly group training sessions we do (those are open to any of our past clients and ask are informal question/answer). Check our calendar for the group sessions available.  

You can send us questions at any time as tickets and we will reply and make a tutorial for you. Tickets do count against your total ticket time.

We also have an extension tutorial knowledgebase available.

{slider Do maintenance minutes roll over?}

No, minutes do not roll over from one cycle to the next; however, we have do allow for overages.If you sign up for the standard plan which has 120 minutes and you authorize overages you would be billed at the end of the cycle for any time that exceeds 120 minutes.  If you do not authorize overages your ticket would be put on hold until the next maintenance cycle when your minutes refresh.

Example:

You sign up for the standard plan which has 120 minutes and you have overages

• Option 1  You authorize overages you would be billed at the end of the cycle for any time that exceeds 120 minutes at $75/per hour.  
• Option 2  You DO NOT authorize overages your ticket would be closed to account for the time used that cycle.  When the next cycle starts the ticket will be reopened and we would resume where we left off.

You authorize overages you would be billed at the end of the cycle for any time that exceeds 120 minutes. 

{slider Overages with Tiers}

We get it sometimes you need something completed in a cycle that takes more time than you have in your plan.  We offer overages for that and here are the specifics you need to know ahout how our overages work.

TIER 1: Joomla based updates -$90 per hour

This level accounts for 80% of requested work and is essentially anything that can be done within the Joomla interface and does not involve writing code.

• Loading content (articles, events, files, images, etc)
• Adding/Modifying forms
• Adjusting website organization or menus
• Add/changing modules (modules are blocks like slideshows, article lists, social media icons, etc)
• Adding new functionality like slideshows, social media, etc

TIER 2 Custom Programming – $150 per hour

• Manually re-styling/formatting the visual look of the website outside of the existing template
• PHP coding, adding/editing functionality of template files-> PHP coding, adding/editing functionality of extensions and templates

{slider How do I know what tier my overages fall into?}

We know nobody likes surprise bills, so we will never perform overages (even if you have pre-approved them) without letting you know what tier you are falling into and an estimate of how many hours will be used.

{slider What type of work counts , tier 1.}

• Loading content (articles, events, files, images, etc)
• Adding/Modifying forms
• Adjusting website organization or menus
• Add/changing modules (modules are blocks like slideshows, article lists, social media icons, etc)
• Adding new functionality like slideshows, social media, etc

{slide Response times}

Email	Phone	Joomla System Upgrades	Work Completion
Next business day	Next business day	3 business days	2 business days *Tier 1 items only

{slider What type of work do support tickets cover?}

The tickets cover a wide range; from content updates to Joomla configuration and CSS customization. We will also fix many hosting problems. Usually you will not get outside the scope unless you want to add new functionality that requires additional software licenses, need PHP customization to the source code, or exceed your hours for the month (then we give you a choice to put on hold till the following month or just add additional hours to the current month).

{slider When are overages billed?}

You will recieve a seperate invoice for overages at the end of your maintenance cycle.  We can process the paymnet with the card on file or you can pay via the link that comes in the email QuickBooks sends you.

{slider Are overages guaranteed?}

Unfortuniately, no we can’t guarantee overages will get completed within any given cycle.  Our abilty to complete overage work depends on the overall work load in our queue at any given time.  We make every effort possibe to complete them, but the only way to ensure you get more time is to step up to the higher maintenance plan. Additionally, we want to reiterate that there may be times we are not available to do additional work outside of your contracted support hours. If you notify us in advance that you will require work that will exceed your allotted time, we can provide a specific time/cost estimate for that specific project rather than hourly work.

{/sliders}