Umbraco Support and Maintenance Plans

We provide guaranteed response times for monthly maintenance packages with SLAs. For non-urgent requests, our maximum response time is a business day (but we usually respond much sooner than that). 

No. Work done either proactively or in response to P1/P2 incidents is included in the package price, regardless of the number of hours spent. You will only pay for work on improving or developing new functionality and features, in which case you can go ad-hoc or purchase a retained hours package.

Yes! No matter who originally built it, we can absolutely turn a problematic website into a true winner. 

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 15 minutes per request / incident.

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

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. Alternatively, you can always ask for a time report anytime (and we'll make sure to send you one each month).

No. If you renew, those hours will be added to your renewed package. For example, if you have a Bronze package 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 package or even upgrade it at the same time. Your unused hours will still be transferred to your new package.

You can start with ad-hoc hours. At the end of the month, you will be billed for hours spent during the month. If you realize you need more support, you can always switch to a retained hours package.

If you have already paid for up to 10 ad-hoc hours during the last month, those will be subtracted from the package at their original cost, so that they are integrated into the package - meaning you essentially get a discount.