Our Monthly Support Plans
Includes 3 man hours of support or 6 incidents (whichever comes first). Any additional time is billed with ad-hoc support pricing (€50 / hour).
Includes 5 man hours of support or 10 incidents (whichever comes first). Any additional time is billed with ad-hoc support pricing (€50 / hour).
Includes 10 man hours of support or 20 incidents (whichever comes first). Any additional time is billed with ad-hoc support pricing (€50 / hour).
How it works
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've paid for some pay-as-you-go hours and now I'm switching to a monthly plan. Do I get any discount?
Yes, if you select the Full Monthly Plan and you have used up to 5 pay-as-you-go hours during the last 30 days. We'll subtract the hours and their cost (max 5 hours) from the plan's hours and cost and you'll only pay the difference. For example, if you have spent 5 pay-as-you-go hours during the last 30 days and you are switching to the Full Monthly Plan, you'll only pay 50 €, leaving you with another 5 hours to use as you like. (Cost of the plan: 300-250 = 50, hours: 10-5 = 5).
When do I pay?
For all monthly plans, an invoice is issued at the start of every calendar month, corresponding to the hours available for that month. Each month is paid in advance. You can cancel any time.
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 Projects 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?
Brutally honest answer - you don't! But we 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.
I need more hours than those the Full Monthly Plan covers. What do I do?
In this case, you should opt for one of our prepaid per-hour plans that will ensure you always have support hours available. But we'll be happy to discuss your specific needs with you and find a mutually beneficial solution in any case.
I haven't used all my support hours for this month. Do I lose them?
Monthly support plan hours are not transferrable. If you believe you need less hours per month, you can always opt for pay-as-you-go hours without any limitations on the number of hours spent per month.
I won't be needing any support for the next couple of months. Do I still have to pay?
Monthly support plans are paid in advance for the coming month only. So if you know you won't need any support you can cancel at any time. We'll always be there for you in case you need help, either with a new monthly plan or with pay-as-you-go support.