Monthly Umbraco support

We've got you covered

All web sites need support, whether it's just an unexpected issue that must be fixed, a bug in code that was only recently discovered, performance and speed improvements, or even new features that must be developed.

Our monthly support plans help you secure continuous support for your website without large up front costs. And with time not spent for a month being carried over to the next, you can be sure that you'll get exactly what you're paying for.

We've got you covered

Our Monthly Support Plans

Starter


50
per month

Includes 1 hour of support or 2 incidents (whichever comes first).

Unused hours are non-transferrable.

Minimum duration: 3 months.


Basic


160
per month

Includes 4 hours of support or 8 incidents (whichever comes first).

Unused hours are transferred to the next month.

Minimum duration: 2 months.


Extended


220
per month

Includes 6 hours of support or 12 incidents (whichever comes first). 

Unused hours are transferred to the next month.

No minimum duration, cancel at any time.


Need more support for multiple sites?

If you are an agency or have multiple Umbraco websites for which you need support and development services, have a look at our per-hour plans where you can buy a number of hours for any kind of support, valid for a whole year.

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. 

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 after the corresponding minimum duration for each plan has been met.

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 Monthly Plans cover. 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?

If you are using any plan from Basic and above, unused hours are transferred to the next month. If you believe you need less hours per month, or not every month, you can always opt for pay-as-you-go hours.

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, provided the corresponding minimum duration for the plan has been met. 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.