Support Policy

Support Channels

JamJo will provide standard WordPress related support via our Knowledgebase, video tutorials and ticketing system. We will not provide support via direct e-mail, Facebook or Twitter. We may request you to e-mail us your login details when needed, in which case we will always communicate via our secure ticketing system to protect your confidential and secure details. For payment account problems, please email us at info@jamjo.ie.

Support Hours

Our general support hours are Monday to Friday, 09:30 to 17:00 (GMT). During this time, we can generally provide feedback on any support queries within 12 – 72 hours, whilst we will also commit to answer any queries outside of these hours within 72 hours.

What We Support

We only provide support for JamJo customers who have currently purchased a JamJo hosting, support and maintenance plan. We cannot give general WordPress and Internet support that isn’t related to JamJo services. For general WordPress support you will have to use www.wordpress.org/support

We understand that there is a fine line between what is considered support & modifications. So whilst we will try help you with any type of query (support or modification), we can’t provide extensive help in terms of modifications. Technical support will thus take priority over modification support.

Definition of Modifications

If you are requesting modification help, which only requires us to publish a couple lines of code, we will be glad to assist you. If however your query requires more than that amount of code to be published, we can only provide guidance and you would then need to hire JamJo if you don’t have the skills to implement it yourself.

Handling Plugins

The majority of plugins will work on our infrastructure however their are some exceptions that typically tend to collide with our own service that we provide so you tend not to even need them in the first place. For example backup plugins, caching plugins, server & MySQL plugins – these are functions we tend to look after in the background.

We want all our clients to be in safe hands, we want to make sure that any plugin being uploaded whether for test purposes or for full on use is a safe one and is fully compatible with the latest WordPress releases and updates.

Some plugins may not necessarily cause a security risk immediately but over time because they are not well maintained and updated your site eventually can be exposed, also some plugins tend to just slow everything down as they are not made to the highest standard. This is what you are paying JamJo for after all to make sure you have WordPress experts on hand to help out and make sure everything is working correctly.

When we discover a plugin that has a vulnerability, we first take immediate steps to remove it from all JamJo servers. Once we’ve established that our customers are secure, then we reach out privately to the plugin developers with recommendations on how to patch. In all cases, when asked, we try to provide reasonable alternatives and workarounds because 99 times out of 100 there is always another way to get the job done.

Bug Fixes

It is our commitment to fix all design bugs as quickly as possible after they are brought to our attention. During our general support hours, we can fix bugs within 24 – 72 hours.

Service Level Agreement

We guarantee that our data center located in College Business & Technology Park, Blanchardstown, Dublin 15, Ireland, will be available 99% of the time in any given monthly billing period excluding scheduled maintenance. We do not provide individual service level agreements for each VPS.

If a cloud server migration is required because of cloud server host degradation, we will notify you at least 24 hours in advance of beginning the migration, unless we determine in our reasonable judgment, that we must begin the migration sooner to protect your cloud server data. Either way, we guarantee that the migration will be complete within six hours of the time that we begin the migration.

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