Article Index

E) Joomla! CMS Support

Updated 25 May 2018

The following terms set forth the provisions under which the Company undertakes to provide the Customer with Joomla! CMS Support.

 

1. General Information

1.1 The Company offers the following Joomla! CMS Support packages:

  • BASIC Joomla! CMS Support;
  • BASIC Joomla! CMS Support + Joomla! CMS Security Cover;
  • PRO Joomla! CMS Support.

 

2. BASIC Joomla! CMS Support

When the Customer subscribes to BASIC Joomla! CMS Support the Company will provide:

2.1 answers to Customer questions received via email and/or telephone about how to use:

2.1.1 the Joomla! CMS, and

2.1.2 any one of the Company's Joomla! CMS Templates;

2.2 full unrestricted access to the Company's online Joomla! User Guides at www.joomlers.uk.

 

3. PRO Joomla! CMS Support

The Company will provide PRO Joomla! CMS Support in accordance with its Service Level Agreement.

When the Customer subscribes to PRO Joomla! CMS Support the Company will provide:

3.1 answers to Customer questions received via email and/or telephone about how to use:

3.1.1 the Joomla! CMS,

3.1.2 any one of the Company's Joomla! CMS Templates, and

3.1.3 any one Third Party Application listed in the Company's Service Level Agreement;

3.2 full unrestricted access to the Company's online Joomla! User Guides at www.joomlers.uk;

3.3 Joomla! CMS Security Cover (see 'Joomla! CMS Support Terms Clause 4');

3.4 Joomla! CMS Maintenance Cover (see 'Joomla! CMS Support Terms Clause 5').

 

4. Joomla! CMS Security Cover

The Company will provide Joomla! CMS Security Cover in accordance with its Service Level Agreement.

When providing Joomla! CMS Security Cover the Company will:

4.1 install and configure a Web Application Firewall application (hereafter "WAF") to harden website security;

4.2 customise the default Joomla! CMS htaccess file to further harden website security;

4.3 use the WAF to monitor for and block IP addresses that trigger WAF security exceptions;

4.4 actively monitor for announcements of Joomla! CMS Security Releases by the Joomla! Project;

4.5 ensure the Customer's Joomla! CMS is always using the latest available release of WAF;

4.6 promptly install any one Joomla! CMS Security Release and WAF Release;

4.7 perform a full back up of the Joomla! CMS (database, directories and files) before installing any one Joomla! CMS Security Release or WAF Release;

4.8 log the changes made in a Maintenance Schedule and send a copy to the Customer by email;

4.9 make the Joomla! CMS backup file (comprising database, directories and files) available for download by the Customer via their server's web hosting account control panel.

 

5. Joomla! CMS Maintenance Cover

The Company will provide Joomla! CMS Maintenance Cover in accordance with its Service Level Agreement.

When providing Joomla! CMS Maintenance Cover the Company will periodically:

5.1 check for and review suspicious or malicious content in Joomla! CMS files;

5.2 check for announcements of Joomla! CMS Bug Fix Releases and Joomla! CMS Security Releases by the Joomla! Project;

5.3 check for announcements of new releases for all Third Party Applications listed in the Service Level Agreement;

5.4 perform a full back up of the Joomla! CMS (database, directories and files) before installing any one Joomla! CMS Release or Third Party Application Release;

5.5 install any Joomla! CMS Bug Fix Releases, Joomla! CMS Security Releases and any releases of Third Party Applications listed in the Service Level Agreement;

5.6 log the changes made in a Maintenance Schedule and send a copy to the Customer by email;

5.7 make the Joomla! CMS backup file (comprising database, directories and files) available for download by the Customer via their server's web hosting account control panel.

5.8 Upon request by the Customer the Company will restore any one Joomla! CMS backup (database, directories and files) in accordance with its Service Level Agreement.

 

6. Joomla! CMS Backup

6.1 The Company will create a backup file of the Joomla! CMS before updating the Joomla! CMS and/or any one Third Party Application.

6.2 The Company does not provide any warranty or guarantee that any one Joomla! CMS backup file created by the Company is accurate and without compromise.

6.3 The Customer accepts full responsibility for verifying the content and accuracy of any one Joomla! CMS backup file created by the Company.

6.4 The Customer will ensure that any web location to which the Company is asked to restore any one Joomla! CMS backup does not contain material and/or content which may be lost during the restoration process.

 

7. Web Hosting Environment

7.1 Prior to commencement of Joomla! CMS Security and/or Maintenance Cover the Customer will be asked to confirm that the server hosting their Joomla! CMS:

7.1.1 is configured in accordance with the minimum technical requirements recommended by the Joomla! Project (including but not limited to PHP, MySQL and File Permissions);

7.1.2 includes provision of a web hosting account control panel (with full access to File Manager, PhpMyAdmin, Backup, Access Log and Error Log functions);

7.1.3 provides sufficient disk space for storing Joomla! CMS backup files created during the period covered by the Company's Service Level Agreement.

 

8. Joomla! CMS Support by Email and Telephone

8.1 The Company undertakes to provide Joomla! CMS Support by email and/or telephone via the contact details published at the Company's website (www.wynchco.uk).

8.2 Whilst every effort is made to ensure the correctness of every response to a request for Joomla! CMS Support by Email and Telephone, the Company shall have no liability to the Customer for any errors or omissions in responses made by the Company.

8.3 If informed of an error or omission, the Company undertakes to correct the error or omission within a seven (7) day period.

8.4 The Company limits its offer of providing Joomla! CMS Support by Telephone to the hours of 09:00 - 17:00 GMT (Monday - Friday) excluding UK bank holidays.

 

9. Response Times

9.1 The Customer accepts that the Company cannot guarantee that every Customer request for Joomla! CMS Support will be resolved.

9.2 Time for the provision of Joomla! CMS Support by the Company shall not be of the essence.

 

10. Fair Use

The Company will not provide Joomla! CMS Support when it reasonably determines in its sole discretion that:

10.1 the Customer has breached the Company's Terms of Service;

10.2 the Customer's use of the Company's Joomla! CMS Support is excessive, abusive or fraudulent;

10.3 the Customer's request for support is not related to the Joomla! CMS covered by the Company's Joomla! CMS Support package.

 

11. Limits of Cover

11.1 The Company limits its provision of Joomla! CMS Support to the provision of support for the Joomla! 3 CMS.

11.2 When the Customer subscribes to any one Joomla! CMS Support package the Company limits its offer of Joomla! CMS Support to the provision of support for one Joomla! CMS.

11.3 When providing Joomla! CMS Support the Company excludes:

11.3.1 payment on behalf of the Customer of subscription and/or renewal fees to the developer of any one Third Party Application;

11.3.2 upgrade and/or migration of any one Joomla! CMS from one major version to another major version (example, upgrade and/or migration of a website from the Joomla! 2.5 CMS to the Joomla! 3 CMS);

11.3.3 provision of technical support for any Third Party Application;

11.3.4 provision of content management (example: adding and/or editing website content including text, graphics, images, audio, video, metadata and/or other type of electronic media);

11.3.5 provision of coaching and/or training in the use of the Joomla! CMS;

11.3.6 provision of search engine optimisation;

11.3.7 provision of website and template design.

11.4 Provision by the Company of Joomla! CMS Security Cover excludes installation of Joomla! CMS Bug Fix Releases and Third Party Application Releases other than WAF releases.

 

12. Access to Joomla! CMS Support

12.1 The Company undertakes to correspond with ONE named individual in respect of all matters arising from and relating to any one Joomla! CMS Support package to which the Customer subscribes.

12.2 The Customer may choose to nominate ONE named individual (hereafter "Agent") who will correspond with the Company on their behalf and instead of the Customer in respect of all matters arising from and relating to any one Joomla! CMS Support package.

12.2.1 The Company may at its sole discretion make an Administration Charge each time the Customer changes the name of their Agent during the subscription period of any one Joomla! CMS Support package.

12.3 The Customer is responsible for:

12.3.1 making all arrangements necessary for the Customer or their Agent to have access to the Company's Joomla! CMS Support, and

12.3.2 ensuring that their Agent is aware of and complies with these terms and conditions.

12.4 The Customer represents and warrants that the Customer and/or their Agent is proficient in how to use a computer device, use a web browser and use an email client before contacting the Company for assistance with matters arising from and relating to the Customer's Joomla! CMS Support package subscription.

 

13. Payment Information

13.1 The Customer agrees to supply appropriate payment for the Joomla! CMS Support received from the Company in advance of the time period during which Joomla! CMS Support is provided.

13.2 The Customer agrees that until and unless the Customer notifies the Company of the Customer's desire to cancel any or all Joomla! CMS Support received then Joomla! CMS Support will be invoiced on a recurring basis.

13.3 The Customer is responsible for ensuring that the Customer's payment information is up to date and that all invoices for Joomla! CMS Support are paid on time. In the event that the Customer does not pay an invoice for Joomla! CMS Support by the "Due Date" (See "Standard Terms Clause 4.6") the Company will suspend the Joomla! CMS Support until the invoice has been paid in full. Time is of the essence.

13.4 In the event that an invoice for Joomla! CMS Support remains unpaid twenty-eight (28) days after the "Due Date" the Company will suspend its provision of Jooomla! CMS Support. Time is of the essence.

13.5 The Company reserves the right to change prices at any time.