Service Level Agreement
This document serves as a set of guidelines to inform decision-making within CMS2CMS service as well as a guide for community members to better understand the support services provided by CMS2CMS service. The document is limited in scope since it sets the official policy for providing help through the Support Center. By setting down these policies and channeling requests for help through the Support Center we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.
Who Is Covered Under This Agreement
This agreement is intended to cover CMS2CMS service, including:
- Service Management
- Support Department
- Technical Department
Methods of Contact
The Support Center (https://cms2cms.com/contacts) acts as a central point of contact for all technical support, including service questions, migration interruptions, assisted migration, requests, and troubleshooting.
Customers may submit tickets online at (https://cms2cms.com/contacts), send an e-mail at contact [at] cms2cms [dot] com or at support [at] cms2cms [dot] com.
Hours of Operation
Our Support is available Monday – Friday, 9am – 9pm, Australia Eastern Time (GMT+10).
Requests can be submitted online (https://cms2cms.com/contacts) or by e-mail at contact [at] cms2cms [dot] com or support [at] cms2cms [dot] com 24 hours a day.
NOTE: We are working on business days only (excluding National Holidays and weekends). According to the acting Labour Code of Australia, in case a national holiday or a non-working day coincides with a day-off, the day-off shall be extended to the next consecutive day after a national holiday or a non-working day. Additional days off will be announced in the news section of the Support Center.
The guaranteed response period is 72 hours (3 business days). The actual response period may be shorter depending on the volume of requests at any point in time.
Responsibilities of Those Making a Request
Users should explore help that is readily available at the CMS2CMS website before contacting the Support Center. This help might come from the FAQs (https://cms2cms.com/faq) and our Blog (https://cms2cms.com/faq).
When such local help has been exhausted, and assistance is needed, the users should contact the Support Center via email. Please provide the following information when contacting the Support Center:
- The valid e-mail address that was used as your CMS2CMS account login. If you/your ISP use any spam protection, make sure you add contact [at] magneticone [dot] com, support [at] magneticone [dot] com, contact [at] cms2cms [dot] com and support [at] cms2cms [dot] com to the white list
- Migration ID
- A clear and specific description of the problem or request, including information regarding any error messages you may have received
NOTE: If one of the points mentioned above is not met, Support Staff will contact you (up to 3 replies) to clarify the issue. If no relevant solution is received (no required action is taken) by the user, the ticket is considered closed. CMS2CMS reserves the right to completely stop the support if the issuer uses abusive language or statements.
Migration Insurance Service
Migration Insurance is an additional service that allows restarting migration during the specified period of time.
- The service is provided within three insurance plans:
- 1 migration restart during 7 business days after initial migration. The cost is 10% of your migration price.
- 2 migration restarts during 14 business days after initial migration. The cost is 15% of your migration price.
- 3 migration restarts during 30 business days after initial migration. The cost is 25% of your migration price.
Validation Period of Automated Migration Results
Once your Full Migration is completed by the CMS2CMS service, you have to review the results during the 14 days.
Conditions of CMS and Forum Access Details
When the data migration of your CMS or forum platform is already performed, we highly recommend you restrict your current access details, change or block them. This should be done after 15 days time in terms of an average automated migration and after 21 days time in case of Support Service Package purchase.
Offer for Non-Profit
Please note that non-profit applications are not reviewed daily, and it may be up to a week before you hear back from us. If you have already gone through CMS migration or have purchased a Support Service Package and want to join our program, we are not able to refund your previous purchase.
Last updated: March, 2022