Joomla Maintenance & Support

MONTHLY BACKUPS

We carry out a complete backup of your website every month. This backup includes all files on the server as well as the database containing all of the site settings and database resources.

This back up can be used to restore your site to a previous state in case of accidental content deletions or any other occurrences that may cause loss of content. You may also request a back up before the regular monthly backup if you are planning to make extensive changes on your own and want to have a backup as a safety net before you start.

Greenlizzard Studios will also do a backup before making any large or extensive changes to the site based on support requests.

*Greenlizzard Studios would need to access your Cpanel and FTP details in order to complete a backup and may not be able to provide the monthly backup service if you do not have access to these details. This would have to be determined based on your website hosting plan with your service provider.

Joomla!, like any other CMS requires advanced updates. These updates are very important as they often fix issues and contain security patches for your protection. With our Maintenance Plan, we will provide updates to Joomla! and third-party Joomla! extensions.

These routine Joomla! updates only include "minor" updates within a "major" version. For example, Joomla! 2.5 to or 2.5.8. or 3.0 to 3.8.3. Major updates, such as Joomla! 1.5 or 2.5 to 3.8+ would require additional time and effort and will include an additional charge. The time and costs associated with a major upgrade varies based on each website and will be determined at the time the update is needed or requested.

*we can only upgrade templates, extensions, modules and plugins which we have installed or have a paid subscription for, if your website uses a different or unknown template or component, you would need to provide us with the latest version in order to complete the upgrade.

This is the amount of website design and development work or production time every month. This can help you get tasks done on your website quickly and easily by having Greenlizzard Studios perform tasks such as formatting images, adding or editing articles etc.

We can also carry out image resizing and editing through Photoshop, so if you have an image or have bought an image, we can resize it and format it correctly before putting it on your website.

TELEPHONE SUPPORT

Telephone support is provided between the hours of 8.30am - 5.30pm, Monday to Friday and 8.30am - 12.30pm on Saturday, except  Uk Bank Holidays.

ITEMISED REPORT

Each month we will send you an itemised report on the services provided as part of your maintenance plan. This short bullet point list will also contain any support ticket requested work that was completed during that month.

BILLING

Our normal billing cycle for monthly plans are on the 28th of each month.

RESPONSE/ COMPLETION TIME

Completion time for support requests will be based on the following criteria:

• Order of submission (first come first serve)
• The time required to complete the requested work
• Your maintenance plan level

After prioritising all of our support requests based on these criteria we will estimate the time of completion for each request. Requests will not take longer than 3 business days. If more than 3 days is required or your request exceeds the available plan time, we will contact you.

CONTRACT LENGTH

Our monthly maintenance plans are on a rolling 3-month cycle, we require a minimum of 3 months of maintenance. After which the plans can be cancelled by either party for any reason with a 2-week notice.

*Monthly plans are handled by direct debit from Gocardless.

Prepaid plans are on an ad-hoc basis and need to be paid upfront before maintenance starts.