Support Services

Always at your side

Have an existing Umbraco site (v.4.0 and above) or DNN site (v.6.0 and above) and need any kind of support, from content updating to developing new functionality? Choose one of our plans below or just go with our pay-as-you-go plan. 

You will not be left alone.


Here's what we can do for you

Think of the things below as an example of what we can help you with - the list is endless, and is defined by your own needs.

Manage your content

Whether you are running a corporate website, a news portal or a store, we can update or expand your content for you - you just send us new material and we'll get it into your site. 

Create new functionality

Is your website missing a much desired feature? You can tell us what you want it to do, and we will investigate to see whether it can be implemented. If it's going to take more than a few hours, you'll always get an estimate before we start so that you can decide whether it's worth the cost.

Manage your social media presence

We can manage your social media pages for you - Facebook, Twitter, LinkedIn, Instagram, and everything else that you use.

Perform maintenance

We do housekeeping so you don't have to - from ensuring that your database is well built and responsive to cleaning junk and making your website faster. We know where we should look to enhance Umbraco and DNN performance and we can identify and fix problems.


Our Support Plans

Pay-as-you-go


40
per hour

  • As many hours as you need
  • Pay at the end of the month

Bronze


35
per hour

  • 25 hours per year
  • 875€ per year

Silver


30
per hour

  • 50 hours per year
  • 1,500€ per year

Platinum


24
per hour

  • 100 hours per year
  • 2,400€ per year


Getting a plan after you've paid for pay-as-you-go support?

Don't worry. If you've used pay-as-you-go hours during the last 30 days before you bought your Bronze, Silver or Platinum pan we'll subtract their cost from the plan's cost, counting them as hours from your plan (in the lower plan price, of course). In a way, you'll be getting some money back! See the FAQ below for more information.

How does it work?

How soon do you respond to support requests?

It depends on your time zone. Our maximum response time is 24 hours (but we usually respond much sooner than that). If there's an emergency, rest assured that we will respond as soon as humanly possible. You will know in advance if there's a timeframe during which we may have limited or no availability.

I need support now, but I don't know how many hours I will need. What do I choose?

You can choose our pay-as-you-go plan. At the end of the month, you will be billed for hours spent during the month. You can always upgrade to another plan later. If you upgrade to another plan and you've used pay-as-you-go hours during the last 30 days, you'll only pay the difference. See below for more information.

I've paid for some pay-as-you-go hours and now I'm switching to another plan. Do I get any discount?

Yes! If you've used up to 10 pay-as-you-go hours during the last 30 days, we'll subtract the hours and their cost from the plan's hours and cost and you'll only pay the difference. For example, if you have spent 10 pay-as-you-go hours during the last 30 days and you are switching to the Bronze plan, you'll only pay 475 €, leaving you with 15 hours to use as you like. (Cost of the plan: 875-400 = 475, hours: 25-10 = 15). In a way, you'll be getting some money back!

 

When do I pay?

If you choose the pay-as-you-go plan, you will pay at the end of each month for any hours spent.

For all other plans, the whole amount is prepaid. The plan's hours will then be at your disposal to use as you like.

How do you calculate an "hour" of support?

Support time starts counting when we start implementing a request from you and includes any further communications between us as well as research (if needed) by us. We usually use a timer to be as accurate as possible on time spent. If we suspect that your request will take more than a couple of hours, we'll be sure to inform you before we go on.

Minimum time logged is 10 minutes per request.

An "hour" of support is the total of 60 minutes spent on one or multiple support requests.

How can I see how much support time has been spent and where?

We are using Teamwork to log our tasks and time spent, and you will have access too, so you'll always have an up to date picture of what has been done and how much time has been spent on each task.

How do I know that I'm not being overcharged?

We try to base our business relationships on the principle of mutual trust. That said, we believe that we should get paid for the work we have done and for that only. We will never overcharge you on purpose. If, however, you think at some point in time that you have paid more than you should, we'll be happy to discuss it with you. We need you to be worry-free, not worried.

We are reaching the end of the plan year and there are unused support hours for my plan. Do I lose them?

No. If you renew your plan, those hours will be added to your plan for next year. For example, if you have a Bronze plan with 10 unused hours and you renew it, you will have 24+10=34 hours available for the next year. 

You can renew your current plan or change your plan at the same time (Bronze / Silver / Platinum). Your unused hours will still be transferred to your new plan.

I used up all my support time before the end of the support year. Now what?

You can have as many more hours of support at your current plan's hourly price as you need. Also, you can instantly renew your plan to start a new support year from the date of renewal, or even upgrade your plan to benefit from lower hourly prices if you discover that you need more support hours per year.

I need even more hours of support per year than those of the Platinum plan. What do I do?

We'll be more than happy to discuss with you and reach an agreement on total hours, payment, and even lower cost per hour that will suit your needs. Please contact us using the form below and we'll get back to you within 48 hours max.

You've got a Bronze, Silver, and Platinum plan - where did the Gold plan go?

We don't have a Gold plan - we thought "Platinum" would be the most appropriate name for our top plan. But congratulations for noticing :)

 


Don't just read, talk to us!

Go on, ask us any question. Even if you think it's silly, simple, or even overly complex. And if nothing is troubling you (which is great!) just say hello!

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