Unless otherwise specified in your Agreement For Service (A.F.S.) your solution is offered with our Basic support plan.
Please see down below a description of all of our available support plans.
Support Plans |
||||
|
|
Basic |
Silver |
Gold |
Platinum |
|
Monthly price |
Included |
$549.00 |
$999.00 |
$1,999.00 |
|
Billing method |
N/A |
Month to Month. |
Month to Month. |
Month to Month. |
|
Solution status monitoring and alerts |
No |
No |
Yes |
Yes |
|
Managed upgrade and downgrade |
No |
No |
No |
Yes |
|
Professional hours bundled in a month |
1 |
4 |
8 |
16 |
|
Access to self-service support portal (Wiki) and/or Help Center |
Yes |
Yes |
Yes |
Yes |
|
Email support |
Yes |
Yes |
Yes |
Yes |
|
Live chat support from 9 am to 6 pm EST |
N/A |
N/A |
Yes |
Yes |
|
Phone support during business hours |
N/A |
N/A |
Yes |
Yes |
|
Phone support during non business hours |
N/A |
N/A |
N/A |
Yes |
|
Managed changes, moves and/or adds |
Subject to professional hours availability |
Yes |
Yes |
Yes |
|
Project Management and Regular Meetings |
N/A |
N/A |
Yes |
Yes |
|
Project Reporting |
N/A |
N/A |
N/A |
Yes |
|
Monthly phone, videocalls and meeting hours |
N/A |
N/A |
4 |
8 |
|
Response time targets during business hours |
16 to 24 hours |
8 to 16 hours |
4 to 8 hours |
1 to 2 hours |
|
Additional cost per hour |
$200/hr |
$180/hr |
$150/hr |
$150/hr |
Terms and Conditions
Pricing
Prices subject to change without prior notice.
Term
Minimum contractual term for a support plan is at least three (3) months.
Billing
In advance payments are required. Plan billing will be added to current open invoice using current credit card on file. Plans are billed in a minimum period of one (1) month.
Hourly increments
Professional services are billed in increments of sixty (60) minutes or one (1) hour.
Additional hours
Additional rendered hours will be added as charges in your monthly invoice in the next billing cycle. By accepting our support plans offer Customer agrees to accept and pay any additional charges.
Response time targets
Response time targets are offered on a best effort basis.
Service Level Agreement
Our SLA is based on your plan’s Response Time Target and our best effort to analyze and act upon a specific case once we’ve received a report through the official channels. Our good faithSLA will respond like this:absence of service, from 1 to 2 hours; intermittent service, from 4 to 8 hours; degraded service, from 8 to 16 hours; and non-critical failure, from 16 to 24 hours.
Changes, moves and adds
Changes to system configuration, moves or additions to the configuration will be done in accordance to the availability and bundled hours of your plan.New configurations or new object creation will be done according to the bundled hours of your plan.Additional hours will be charged according to current professional hours rates.
Live Chat and Live Messaging
Live Chat is only available through Gold and Platinum plans.At our company discretion we may offer Live Chat to Silver Plan subscribers without implying their plan has been upgraded. Live Chat will be offered under our preferred chat and IM platform. Live Messaging may be available through SMS and WhatsApp under our sole discretion. We reserve the right to participate in 3rd party and non official IM platforms such as Discord, Slack, Skype or others.
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