Xarigami

information

support policy

The service

Xarigami Support provides flexible options that can be taken up independently or bundled with other services and products. Support service options can help you with any aspect of Xaraya or Xarigami use and development from installation, through performance optimization, to development and consulting.

Unless otherwise specified as part of a service agreement or bundled with other services or products, Xarigami Support is purchased in advance in units. All support unit usage is calculated by the time used to resolve a support issue.

How support time is calculated

Xarigami support is generally based on a issue ticketing system, where a issue ticket is opened for each support request. If you have purchased support units you can open a new issue ticket, or add to an existing one if it is a follow on support issue.

All support is time based and calculated in 15 minute intervals or part thereof.

An hour of support via the issue ticket system is equivalent to one unit of support.

Support can also be provided through phone, and online with Skype via voice or chat. An hour of support via phone or Skype is equivalent to two support units.

Who can use the purchased support?

You can supply a list of users eligible to receive support who must be registered at Xarigami (or 2skies.com). These users will be added to your support account in our issue ticket system.

Support and Maintenance Packs

Support units can be purchased independently or as part of a full support and maintenance pack:

  • Support units at $120 each with a minimum of two
  • Site Maintenance Pack : installation and upgrade of xaraya/xarigami site including multisite (single code base, multiple site) setup, site maintenance and updates for new point version releases, and known major core bugs are fixed : $320/ year
  • Hosting Support and Maintenance Pack : installation and upgrade of xaraya/xarigami site including multisite (single code base, multiple site) setup, site maintenance updatesfor new point version releases, and when known major core bugs are fixed, 5 support units : $650/year
  • Premium Hosting Support and Maintenance Pack: installation and upgrade of xaraya/xarigami including multisite (single code base, multiple site) setup, site maintenance updates¬† for new point version releases, and when known major core bugs are fixed, service monitoring and alerts, 10 support units : $1440/year

Payments and terms

If you are on a support service agreement you will be notified in advance of the expiry date. If you are using prepaid support units and they have been exhausted, you will need to buy further units to continue your support service.

Support units are non-transferrable if they are part of a specific service support agreement and the term ends, and non-refundable. Prepaid support units can be used within any reasonable time frame but are not transferable to a 3rd party.

All costs are quoted $US.

Please read our general Terms of Use and Services Overview for terms and payment options.

Updated: 13 Nov 08 22:32