CloudAccess.net Support Service Level Agreement
CloudAccess.net, LLC response times and actions taken to resolve client support requests are based on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. In responding to a customer's Joomla! support request, the following priority levels have been established.
Definition of priority levels in support tickets
- High (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.
- Medium (Priority 2) — 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.
- Low (Priority 3) — 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 Support Response time
All standard support requests submitted following customer requirements listed below will receive a response from a tier 1 support engineer within 24 hours. Clients with Business and Pro plans can expect tier 2 & 3 support within 4 hours.
Phone Support
Phone Support is available All week from 9am - 6pm EST. All plans are eligible for phone support for DNS and hosting issues but not for Jooomla itself. Joomla! phone Support is available for Standard, Business and Pro plans. Please also note Joomla! Phone Support does not include any of the following:
- - 3rd party extensions and templates, other than installation
- - Joomla! training
- - Joomla! advice and consulting such as organizing content or Joomla! workflow
- - website styling
Tier 1 Support
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Standard Joomla! setup and questions, including diagnosing basic Joomla! site issues
- 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)
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Identify and disable conflicting software
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Tier 2 & 3 Support
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- 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)
Tier 1 Engineers
- Advanced Joomla! engineers
Tier 2 Engineers
- Advanced PHP coders
- Basic Java Script coders
Tier 3 Engineers
- Python and PHP coders
- Network administrators
Hours of Availability
- Monday - Friday: 24 hours a day
- Weekends: 9am to 5pm EST
- Excludes major holidays, listed below
Holidays
Standard support unavailable. Emergency network support available.
- New Year’s Day, January 1
- Easter (Dates flexible)
- May 1st
- Christmas, December 25th, 26th
- New Year’s Eve, December 31st
Customer Requirements
- Customer must have an active CloudAccess.net account
- Requests must be submitted by support ticket through Client Area (http://www.cloudaccess.net/client-login.html)
- Tickets must be submitted in the appropriate department
- Ticket must include: screen shot, URL, explanation of how to reproduce the 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.
Auto Close of Support Tickets
Tickets which are waiting for client's reply will be closed after 7 days. We will assume, since the ticket was not responded to, that the issue has been resolved. If assistance is still needed, please reopen or create a new ticket.
*clients who made changes to core Joomla! files are not entitled to Standard Support.