• CRITICAL (Priority 1) — the problem results in extremely serious interruptions to a production system. It has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses.

• URGENT (Priority 2) — the problem results in serious interruptions to normal operations, will negatively impact an enterprise-wide installation. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner, and data integrity may be at risk. In a pre-production environment, the problem hinders deployment of an enterprise installation. The service request requires timely processing, because the malfunction could cause serious interruptions to critical processes or negatively impact business.

• IMPORTANT (Priority 3) — the problem causes interruptions in normal operations. It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software.

• MINOR (Priority 4) — the problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of "how to" questions including issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions.

• Standard Joomla! setup and questions, including
  • help adding logo
  • help configuring menus
  • help configuring basic Joomla! contact form
  • help configuring rotating flash banner (RokSlideshow)
  • help configuring new users
  • help configuring basic blog
  • set up of Google Analytics
  • set up of Google Webmaster Tools
  • set up of Google Apps
  • help installing template (no configuration)
  • help installing components (no configuration)
• Diagnosing basic Joomla! site issues
• Identify and disable conflicting software

• Site outages
• Software conflicts that need diagnosis
• Server related issues
• Automated heal actions not working
• Sites that have been hacked
• Basic Java Script issues (Tier 2)
• Access to our servers via SSH (Tier 3)

• Advanced PHP coders
• Basic Java Script coders

• Python and PHP coders
• Network administrators

Hours of availability

Monday - Friday: 24 hours a day
Weekends: 10am to 5pm EST
Excludes major holidays, listed below.

• New Year’s Day, January 1
• Christmas, December 25th
• New Year’s Eve, December 31st

• Easter (Dates flexible)
• May 1st
• December 26th

• Customer must have an active CloudAccess.net account
• Requests must be submitted by support ticket through My Cloud Panel (http://www.cloudaccess.net/my-cloud-panel.html)
• Tickets must be submitted in the appropriate department
• Ticket must include: screen shot, URL, explanation of how to arrive at problem
• One request per ticket: Excessive requests in one ticket will be closed immediately
• Anything outside of standard support will be handled by Professional Services. Professional Services hourly rates apply. See more information below.