Support Agreements
Support is our all-inclusive service for any need or issue that goes beyond the Managed Hosting of your website. It works as a retainer with a pre-agreed Service Level Agreement between us and you: a guaranteed response time, complimentary hours of work every month, and substantially reduced rates on anything beyond them. It keeps your cost predictable, and it ensures we have the right people on hand to field requests as they come in rather than fitting you in around other work.
Complimentary hours roll over in both directions. Unused hours accumulate from month to month and can be drawn on whenever you need them, however infrequently. You can also prorate hours forward, so a substantial piece of work can be done against future complimentary hours and generate no additional billing at all.
What support covers
- Changes to the layout, menu, or appearance of the site after it is live
- Additional features, content creation, and troubleshooting
- Forms, e-documents, electronic contracts, products, customers, and content updates
- Managing form submissions on your behalf, if you would like us to
Choosing a tier
We offer several tiers. They differ in guaranteed response time, how many complimentary hours you get each month, and how far your off-contract rates are reduced. Rather than have you pick from a list, we would rather look at how your site actually gets used and match a tier to it — most customers are well served by less than they expect.
Get in touch and we will walk you through the options. Existing customers can see their own plan, their complimentary hour balance and their full rate schedule in their client area.