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Peace of mind. Piece of cake.

We believe our products are very easy to install and use, but because they're very flexible with numerous possible configurations, questions can still arise. Anything from, "How do I build a reusable menu?" and "Which option in the configuration file turns on editor notifications?" to "How do I change the color of the fonts in this template?" There will always be questions, and while it's definitely possible to research the issues on your own, you'll likely find you can get more done faster when you've got an expert on hand. That's where the support and maintenance services come in. These services provide excellent value by allowing your organization to purchase hours in bulk at discounted rates as well as gain a peace of mind knowing that we're always just a phone call or an e-mail away.

 

What's covered under these agreements?

The support agreement is divided into two separate areas: Professional Service and System Support. Professional Services covers CMS usage questions, help with HTML and CSS, as well any custom component development. Professional Services are tracked in 15 minute increments and each plan has a set amount. When you've exhausted your hours, you can purchase another package or be billed at normal rate. System Support handles normal system maintenance. That includes both CMS maintenance (when applicable) and some server-related maintenance as well. System Support is not tracked and is included for 12 months, or the duration as indicated in the agreement.

 

Professional Service System Support
  • Control Panel support (support for all features accessible via the control panel)
  • Global configuration file assistance
  • Widget configuration file assistance
  • Layout file assistance
  • CSS modification assistance
  • Content problem diagnostics
  • CMS code/component usage
  • Custom component development
  • 3rd party application installation and support
  • CMS Account maintenance
  • File management
  • Database tuning
  • Log file analysis (if logs are available; depends on your hosting provider)

 

We currently offer three variations to meet different needs and budgets:

 

Platinum

The platinum support package provides 40 hours of professional services per year with unlimited free installation of the most current CMS updates as soon as they become available.

 

Gold

The gold support package provides 25 hours of professional services per year with unlimited free installation of the most current CMS updates as soon as they become available.

 

Silver

The platinum support package provides 8 hours of professional services per year with unlimited free installation of the most current CMS updates as soon as they become available.