Generally speaking it covers a single instance. However Multisite installations of Grav are considered as a single instance.

Standard bug-fix hours accrue or roll-forward each month so that unused hours in one month are available in the next. Hours can accrue for 6 months before they expire. For example, if you have paid for 7 months of any SLA plan, but have not used any hours, then suddenly need to use those hours, the first month’s hours have expired, leaving you with 6 months of accrued hours to take advantage of. These hours are available while you still maintain an SLA plan with us.

Depending on current obligations, we expect to start work on any non-critical bug fix within 5 business days of receiving the full details of the issue. If the issue is large, and will require a large expenditure of hours, we might need more lead time to get started on the issue. This is not a fixed amount, as we will attempt to start as soon as possible, so we could begin within a few days, but certainly not longer than 10 business days.

Once work has started on your issue, we will work on resolving the issue in a timely fashion until the issue is resolved. If the issue takes longer to resolve than currently accrued hours, we will discuss with the client how best to move forward, potentially using hours from future months.

We will first attempt to solve the problem with a test environment. We will need a copy of your current setup to recreate things as close to your production setup as possible. If this does not suffice, we will need access to your systems to debug the problem better and provide an appropriate solution. An NDA should be in place with us as part of our SLA services.

For your security and data privacy we strongly prefer to have a Non-Disclosure Agreement in place as part of setting up the SLA.

The Gold and Platinum plans enable you to rely on us as an available resource whenever you need us, and you pay a monthly service fee for standard support and bugfixes. Priority bug fixes require an additional cost. The PAYGO plan allows you to pre-purchase support and bug fixing hours.

You purchase a block of hours from us, and we use those hours towards handling any support or standard bugfix issues that arise. If we apply all your available hours before the issues are resolved, you will need to purchase more hours for us to continue. Unused PAYGO plan hours will expire after 1 year from purchase.

If you have a standard bug, every hour we use to address the issue, we apply towards an hour of your purchased block plan. If the issue is a priority bugfix and needs to be addressed immediately, we apply 2 hours for each hour spent on resolving the problem.

No. We do not allow for contracts to be bought through us and then resold to third-party entities.