Based on annual subscriptions, i.e. 12 calendar months.
Service Levels Agreement (SLA) Options
| Service Level |
 |
 |
 |
| Hours of support monthly, including project management | 6 | 9 | 12 |
| Regular platform upgrades*+ |  except from J1.5 to J3.0 |
|
|
| Content Updates* | |
|
|
| Regular Website backups | monthly |
weekly |
daily |
| Security upgrades | |
|
|
| Consulting and training | |
|
|
| Website monitoring during business hours | |
|
|
| 24/7/365 Website monitoring |  |
|
|
| Assistance with disaster recovery during regular business hours (as soon as possible) | |
|
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| Assistance with disaster recovery 24/7/365 | |
|
|
| Costs** | $3,060.00 annually (average $255.00 per month) | $5,400.00 annually (average $450.00 per month) | $7,200.00 annually (average $585.00 per month) |
Notes
+ Upgrades are limited to the existing version branch.
* Not exceeding the total of supported hours per month; component optimization and feature development excluded. For tasks requiring more than the total, additional hourly rate will apply. Additional charges are at $85 per hour.
** Add 13% HST for projects in Canada
The Bronze package is highly suitable for most businesses; it offers sufficient time for consulting, training as well as website management support via email.
Helpdesk & Issue Escalations
Joomla Bliss is responsible for communicating with the client in a timely manner. As a rule, our email response rate is within 1-2 hours.
Our issue escalation process is the simplest in the industry, as we are a small and tight team. All client emails and calls go to the Project Manager (Anna) directly and critical and important issues are addressed on an as-soon-as-possible basis.
Response Time
Joomla Bliss commits to the following response time:
| Bronze | within 24 hours during regular business hours |
| Silver | within 1-2 hours during regular business hours |
| Gold | within 30 min; 24/7/365 |
Regular business hours are defined as between 9:00 a.m. and 5:00 p.m., week-ends and holidays are not included.
