Joomla! Standard Hosting & Support Policy

CloudAccess.net supports the Joomla! Content Management System (CMS). Demo clients can submit support tickets and paying clients can submit tickets and call our support center to talk about issues directly related to the development of your site. We guarantee that your site will be properly installed and fully functional and that you can access both the front end and the back end of your site on our hosting platform.

Standard Support Includes

• Diagnosing core Joomla! issues
• Help with adding or changing a logo
• Help with configuring menus
• Help with creating a core Joomla! contact form
• Help with creating new users
• Help using core Joomla! blogging features
• Help with the integration of Google Analytics, Google Webmaster Tools and Google Apps
• Assistance with installing templates (some conditions may apply)
• Assistance with installing extensions (some conditions may apply)
• Identifying conflicting extensions or software (some conditions may apply)
• Restoring sites

By attending a free & live webinar or by watching a recorded version online, we can teach you how to use the Joomla! CMS to create a great website. We’ll teach you the basic usability of Joomla, and the live host can answer many of the questions you have while getting started.

Our support staff can give you tips and show you tricks that will make developing your own site a lot easier, but we cannot build your site for you. We've guided many Joomla! users, empowering them to create sites for themselves without having to hire additional help. We do have a Professional Services team that offers consultations, hourly services, application development and web development if you’d like some help beyond what the Standard Support Policy can offer.

If you get stuck or confused about a core Joomla! feature, simply submit a support ticket and our team will get back with you with possible solutions and information about how features work.

We can fix a broken Joomla! site

If you break your Joomla! site, we’re going to investigate. In most cases, we can help you fix the issue. If we’re not able help you fix the issue, we can restore your site to the last working version.

We can diagnose and help you repair most issues you’ll encounter

Standard Support enables clients to contact CloudAccess.net Support Specialists who can assist the client to diagnosis and repair core Joomla! functions. Diagnosis and repair assistance includes trying to identify and resolve issues with core features and components, added extensions, installation, or any issue with the site not responding to the hosting environment. In some situations, diagnosis and/or repair may not be possible. In such an event, we can restore your site from a backup that has been created.

Upgrades or code modifications for a Joomla! site

While diagnosing and/or repairing an issue, CloudAccess.net may require you to update an extension to most recent and stable version available or ask you to replace the extension all together. We may be able to recommend an extension, but the use of any 3rd party extension is the sole discretion of the client. Customizing core Joomla! files may also limit our ability to resolve an issue.

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Submitting a Support Ticket First

All Standard Support requests must be submitted through an online ticket. Clients can submit tickets through their Client Area. Please submit a support ticket before calling our support center, and have your Ticket ID in hand as you call in. This allows us to give you, and all of our clients, faster and more efficient responses. Please submit one ticket per issue. If you have several issues, please submit a ticket for each issue.

Standard Support Response Time

We will respond to each ticket that is submitted within 4 hours. Please note that all issues can be resolved within 4 hours. Please review the customer requirements below when submitting a support ticket. We do have hosting products that have faster response times if the 4 hour response time does not suit your needs.

Standard Support Customer Requirements

To receive Standard Support, clients must

• be a paying client of CloudAccess.net
• submit a support ticket to the appropriate department through the Client Area
• include a screenshot, URL and a detailed explanation of the problem within the support ticket

Joomla Phone Support

Phone support is only available during certain hours of the day. Please visit our Support Hours page for more details. Any paying client is eligible for phone support for DNS, hosting, or Joomla! CMS issues.

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Joomla! Advisory Support

We can advise you on topics including security, migration, templates, performance tuning, component development, and architecture. We can typically direct you towards an appropriate resource to help you accomplish your goals.

3rd Party Extensions

CloudAccess.net can provide general advice about 3rd party Extensions. There are more than 10,000 extensions available in the Joomla! community, and it is impossible to understand every extension. Some issues with 3rd party extensions may be beyond the scope of what we can help with. We may suggest that you contact an extension developer to get help or recommend that you contact our Professional Services team to discover the root of an issue with a 3rd party extension. We may also recommend workarounds or permanent solutions using alternate methods for achieving your desired outcome. We can identify and disable conflicting extensions or software that may be causing site malfunctions. Some conditions may apply.

Templates

Cloudacccess.net can provide general support for 3rd party templates and full support for any issues related to CloudAccess.net templates. Contact our Professional Services team if you’re in need of custom coding or design implementations. Some conditions may apply.

Site Migration Best Practices

CloudAccess.net offers general advice about best practices for migrating existing websites to the Joomla! CMS. Our Professional Services team for a site-specific migration assessment, recommendations, and implementations.

Performance Best Practices

CloudAccess.net provides general guidelines and suggestions for optimizing Joomla! for performance. Site-specific performance assessments, recommendations and implementations are available separately through our Professional Services team.

Architecture Best Practices

CloudAccess.net provides generalized architectural guidelines and suggestions for structuring your Joomla! CMS. Site-specific architecture assessment, recommendations and implementations are available through our Professional Services team.

Component, Module, Plugin Development Best Practices

CloudAccess.net provides generalized guidelines and suggestions for developing custom modules for the Joomla! CMS. Requirement definitions, code review, debugging, and custom development are available through our Professional Services team.

Joomla! Development Support

Standard Support does not include developer support. If you need help creating your own extension or customizing a template, we suggest you contact our Professional Services team. The Professional Services team works directly with clients to create advanced websites to suit each client’s individual needs and requirements.

Advanced Editor Support

We will install and update the Joomla Content Editor (JCE) for our paying clients. We support the basic JCE features, but cannot help with advanced features. Some JCE features require knowledge of HTML and CSS code. Because the JCE is a 3rd party extension, we can fix any broken features. You can also visit JCE to get help and/or subscribe for membership through JCE to get advanced add-ons and support.

Template Support Services

We'll install any template as part of the standard hosting and support package. Locate the template you love, and we'll do all the work. There are thousands of templates available in the Joomla! community choose from. Remember, if a template comes with an extension like an image rotator, you can always change the images. Your not stuck with the default images. Some conditions may apply.

Two Installation Options

1. 1. We'll install any template for you with just a top level navigation bar with one menu item set as a single article menu item type. You'll have the template you like, but the content will be absent. You'll have to create it on your own.
   2. We'll also install a sample data set for you along with a template that you've purchased. This will give you a pre-created website with several menu items, inside landing pages and modules that you can then edit to suit your needs.

If the template has an advanced menu we suggest that you have the sample data set installed. As part of standard services, we won't configure a an advanced menu for you, and it may be easier to have the sample data set there so you can learn how the advanced menu works. There is a learning curve for any advanced menu system.

If you'd like us to install a template, and you've purchased a hosting package with CloudAccess.net, simply submit a support ticket through your Client Area, include the username and password that you created for the template developer's website and the name of the template you'd like us to install. We'll install the template and let you know when we are done. Sometimes we have had situations from certain template developers, and we have to approve the template that you'd like us to install for you. Contact our support team if you have any questions about our approved template developers. Some conditions may apply.

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Templates Provided by CloudAccess.net

CloudAccess.net provides basic templates and sample data sets free of charge. Many of our customers love our templates because of their usability.

Custom Template Work

Custom Template Work is done on a case by case basis. If you need a dedicated front end developer, we suggest that you contact our Professional Services team. We can provide you with consultations, hourly services, application development and web development.

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Expired Support Tickets

Support tickets automatically close 7 days after we respond unless the client provides additional information. After 7 days we assume that, since there has been no response, the issue has been resolved. If further information is needed, please reopen the ticket or create a new ticket.

Not Included in Standard Support

The services listed below are not included with Standard Support. You can contact our Professional Services team about any of the issues listed below. Professional Services can be hired for consultations, hourly services, application development and web development.

• Building an Entire Joomla! Site
• Joomla! Application Framework
• Cross-Browser Compatibility Issues
• Site Optimization & Performance Tuning
• Custom Coding
• Article Formatting
• Webpage Layout & Design
• Template Customization
• 3rd Party Extension Configuration, Styling, Updating or Customization
• Access Control Levels (ACL)

Some Conditions May Apply

Installation of 3rd party Extensions and Templates

We will attempt to install an extension or template that you provide. We cannot guarantee that all 3rd party extensions or templates can be installed successfully. Please note that installation does not include configuring or setting up an extension or template. We are not liable for any issues that occur while installing an extension or template that you've provided. Some 3rd party extensions and/or templates may not be be compatible with your site and may break the site after installation. We are not responsible if this happens. We can, however, restore your site to a previously working state, but you may lose some data. Some extensions and templates have several plug-ins and/or modules that you may not use, and part of the implementation of a major extension or template is deciding which plug-ins and modules you’d like to keep and configure, and then un-installing the rest. If you have any issues with an extension or template that we've installed for you, we will refer you to the developer to get help. Our Professional Services team is always standing by to assist you if you’d like additional help with configuration or customization, designing or styling.

Some 3rd party template providers use sample data packages that are difficult to install. Requests for these templates are handled on a case-by-case basis and a service fee may be required for templates that require us to diagnose and repair issues. We will inform about any service fees before performing the work. You’ll have the option to continue with the template you've chosen, or you can choose and different template for us to install.

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