||We do not provide telephone support, however if you do experience a "Severity 1" event where your site is unavailable or an error is causing a MAJOR disruption to your business, then please call us ASAP after you have emailed a support request. Contact numbers are provided on our website (www.glanton.com). If you have a "severity 1" event that is caused by something outside of the website application (e.g. a network outage) , then we reserve the right to charge for the time spent in troubleshooting on your behalf..
||Provided the site is exposed to the internet and our external monitoring services.
||The Health Check is the comparison of your DNN installation against a set of best practises established by Glanton based on our many years of supporting large scale DNN installations and our position as a DNN Partner. It is a static analysis of key settings relating to DNN, and its modules, which are reviewed against these best practises to ensure optimal performance of your site.
||The support agreement covers a single application instance. This includes all child portals as well as the related non-Production instances on other servers (e.g. development, acceptance testing, staging, web farm and disaster recovery instances of the production site)
|Onboarding and Client Point of Contact
||When we enter into a support contract with you, we will need to do an assessment and technical discovery analysis to check the site configuration, review the modules you have installed and ensure that we are able to support your configuration. We will then document your site configuration for our support systems and implement a support process. Typical you will need to nominate a single point of contact within your organisation who will escalate issues to us. Additional contacts can be added by negotiation.