Support Agreements
Support is our all-inclusive service for any needs and issues that go beyond the Managed Hosting of your website. This condensed list gives the specifics of the different tiers of support. These support tiers act as a retainer with pre-agreed upon Service Level Agreements between us and our customers. It guarantees response time per customer and works to create a stable consistent cost for the customer and ensures that we have the appropriate resources on hand to field the requests as they come in. All of the complimentary hours, for every tier, are rollover hours, and they roll over in both directions. Meaning, unused hours, from month to month, accumulate over time to be used as needed and as infrequently as desired up to 1 year back in time. We also allow rollover/prorate of comp hours into the future, meaning that customers can leverage future comp hours up to 2 years into the future. This allows an avenue of support work that creates no additional billing for the customer. A customer on the Premium support tier can have us do 48 hours worth of work, which would be 2 years of future comp hours, and receive no additional bills from us until that 2-year future prorate is exceeded.
Each support tier heavily reduces off-contract work rates due to having the resources available to field such support requests. Each level of discount on rates is provided in each tier.
