E) Joomla! CMS Support
Updated 10 April 2019
The following terms set forth the provisions under which the Company undertakes to provide the Customer with Joomla! CMS Support.
1. Subscription Service
1.1 The Company undertakes to provide the Customer with Joomla! CMS Support on a subscription basis.
2. Service Level
2.1 The Company aims to provide the Customer with tailored Joomla! CMS Support comprising provision of:
2.1.1 Joomla! User Guides (see 'Joomla! CMS Support Terms Clause 3');
2.1.2 Email and Telephone Support (see 'Joomla! CMS Support Terms Clause 4');
2.1.3 Joomla! CMS Website Maintenance (see 'Joomla! CMS Support Terms Clause 5').
2.2 The Company will provide the Customer with a Joomla! CMS Support Service Level Agreement (hereafter "SLA").
2.3 The Joomla! CMS Support SLA will describe the Joomla! CMS Support to be provided to the Customer by the Company for a specified finite period of time (hereafter "Subscription Period").
3. Joomla! User Guides
3.1 For the duration of the Subscription Period covered by the Company's Joomla! CMS Support SLA the Company will provide the Customer with full unrestricted access to its online Joomla! User Guides at www.joomlers.uk.
4. Email and Telephone Support
4.1 For the duration of the Subscription Period covered by the Company's Joomla! CMS Support SLA:
4.1.1 the Company will do its best to provide the Customer with answers to questions about how to use the core Joomla! CMS and Third Party Applications listed in the Company's Joomla! CMS Support SLA;
4.1.2 the Customer may contact the Company by email and telephone using the contact details published at the Company's website (www.wynchco.uk);
4.1.3 the Company will respond to Customer emails and telephone calls between the hours of 09:00 - 17:00 GMT (Monday - Friday) excluding UK bank holidays.
5. Joomla! CMS Website Maintenance
5.1 For the duration of the Subscription Period covered by the Company's Joomla! CMS Support SLA the Company will provide the Customer with Joomla! CMS Website Maintenance as described in the Company's Joomla! CMS Support SLA with the aim of making it harder for a potential attacker to hack into the Customer's Joomla! CMS website.
5.2 The Customer acknowledges that it is impossible for the Company to guarantee that any one Joomla! CMS Website will not be hacked (see 'Joomla! CMS Support Terms Clause 13').
6.1 For the duration of the Subscription Period covered by the Company's Joomla! CMS Support SLA the Company does not undertake to:
6.1.1 provide Joomla! CMS Support for the Joomla! 1.0, Joomla! 1.5, Joomla! 1.7 and/or Joomla! 2.5 CMS;
6.1.2 upgrade or migrate any one Joomla! CMS from one major version to another major version (for example, from Joomla! 2.5 to Joomla! 3);
6.1.3 pay subscription and/or renewal fees on behalf of the Customer to the developer of any one Third Party Application.
6.2 For the duration of the Subscription Period the Company's Joomla! CMS Support SLA excludes provision by the Company of:
6.2.1 technical support in respect of any one Third Party Application;
6.2.2 content management (example: adding and/or editing website content including text, graphics, images, audio, video, metadata and/or other type of electronic media);
6.2.3 coaching and training services;
6.2.4 search engine optimisation;
6.2.5 template and website design services (including website re-build);
6.2.6 PHP developer services;
6.2.7 hacked Joomla! CMS Website repair services.
7. Fair Use
7.1 The Company reserves the right to cease providing Joomla! CMS Support when it reasonably determines in its sole discretion that:
7.1.1 the Customer has breached the Company's Terms of Service;
7.1.2 the Customer's use of the Company's Joomla! CMS Support is excessive, abusive or fraudulent.
8.1 The Company undertakes to correspond with ONE named individual in respect of all matters arising from and relating to any one Joomla! CMS Support SLA.
8.2 The Customer may choose to nominate ONE named individual (hereafter "Agent") who will correspond with the Company on behalf of and instead of the Customer in respect of all matters arising from and relating to any one Joomla! CMS Support SLA.
8.3 The Customer is responsible for:
8.3.1 making all arrangements necessary for the Customer or their Agent to have access to the Company's Joomla! CMS Support, and
8.3.2 ensuring that their Agent is aware of and complies with these terms and conditions.
8.4 The Customer represents and warrants that the Customer and/or their Agent is proficient in how to use a computer device, web browser, email client and FTP client before contacting the Company for Joomla! CMS Support.
9. Hosting Environment
9.1 The Customer accepts full responsibility for ensuring that any one Joomla! CMS website is hosted on a server which:
9.1.1 complies with the minimum technical requirements for hosting a Joomla! CMS website as recommended by the Joomla! Project (including but not limited to PHP, MySQL and File Permissions);
9.1.2 provides secure access via HTTPS to a Hosting Control Panel (with full access to File Manager, PhpMyAdmin, Backup Manager, Access Log and Error Log functions);
9.1.3 provides secure access via SFTP or FTPS.
10. Backup Archives
10.1 The Company does not warrant or guarantee that any one 'Joomla! CMS Website Backup Archive comprising database and files' (hereafter "Backup Archive") created by the Company is complete, accurate and/or without compromise.
10.2 The Customer accepts full responsibility for:
10.2.1 downloading Backup Archives from the server and for storing downloaded Backup Archives in a secure location;
10.2.2 verifying the content and accuracy of any one Backup Archive created by the Company;
10.2.3 complying with the terms and conditions specified by their web hosting provider in respect of the storage of Backup Archives;
10.2.4 ensuring that any one web location to which the Company is asked to restore a Backup Archive does not contain material and/or content which may be lost during the restoration process.
10.3 The Customer authorises the Company to download Backup Archives from the server to facilitate provision by the Company of Joomla! CMS Support.
11. Response Time
11.1 For the purpose of Joomla! CMS Support provision by the Company time shall not be of the essence.
12. Payment Terms
12.1 The Customer agrees to supply appropriate payment for the Company's Joomla! CMS Support in advance of the time period during which Joomla! CMS Support is provided.
12.2 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.
12.3 The Customer is responsible for ensuring that the Customer's contact details are 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.
12.4 In the event that the Customer does not pay an invoice for Joomla! CMS Support within twenty-eight (28) days after the "Due Date" the Company will terminate the Joomla! CMS Support. Time is of the essence.
12.5 The Company reserves the right to change prices at any time.
13.1 The Company does not accept liability for errors and/or omissions when responding to Customer questions about how to use the core Joomla! CMS and Third Party Applications.
13.2 The Company does not warrant or guarantee that every request for Joomla! CMS Support will be resolved to the Customer's satisfaction.
13.3 The Company does not warrant or guarantee that the Customer's Joomla! CMS Website will not be hacked and/or will not break.
13.4 The Customer agrees to take all reasonable practical steps to protect their Joomla! CMS Website including but not limited to:
13.4.1 using very strong secure passwords;
13.4.2 restricting user access to the Joomla! CMS Control Panel;
13.4.3 using SFTP or FTPS protocol when connecting to the server via an FTP client;
13.4.4 protecting devices used to access the Joomla! CMS from being infected by malware.