priority support queue access for monitoring tasks & interacting with developers
What if I am not on a priority support plan?
Clients not on a priority support plan are billed at the current standard rate of $180/hour, with a minimum block of 4 hours paid in advance. Response time to requests will be determined by our availability at the time. Any needs should still be submitted as separate emails with separate issues to [email protected]
What’s a bug?
Customization is when your workflow requires that additional or different code be implemented from the base product to accommodate your company’s specific need. We will notify you when you make a request that is considered a customization.
What’s an enhancement?
An enhancement is a request that is road mapped for future implementation to the base product. You have the option to wait for the new upgrade to be released at no charge, or to have that enhancement added immediately to your solution per your chosen option.
How are rush requests handled?
Our standard rush rate is $300/hour; rush requests are handled outside of the plan’s included hours unless applying an included rush request benefit. A rush request puts you at the front of the line and pulls in developers to address your issue after hours or on weekends. Please notify us when submitting an urgent request if it should be flagged as a rush request.
Can you tell me more about the license upgrade benefit?
The license upgrade benefit is valid only if support is maintained without interruption from date of first agreement through date of upgrade. Must have an eligible, upgradable version for the license upgrade option. Customizations and data imports are billable and will be invoiced separately at the discounted deployment hourly rate (currently $95/hour).