Support Hours are a tool that we offer to extend our services beyond a normal project. These hours can either be used for Consulting Services or Bug Fixes.
Support Hours for Consulting Services
Clients can use Support Hours for general consulting services. This means that client can use these hours to have consultations with members of our team to discuss items not related to any ongoing projects. This can include questions regarding other digital tools / services, advice about working with other vendors/services, conversations about future business plans, assistance with communicating with third parties, and more.
In this manner, these hours allow our clients to leverage our team in an admin capacity. This can typically be very useful for overcoming stubborn yet unexpected technical issues or developing complex plans for future actions. By using these hours, our team can operate more like an in-house team member would without using any standard hours.
Support Hours for Bug Fixes
Clients can use Support Hours to have our team resolve bug issues, even after a project is completed. This is limited to fixing bugs related to previous projects that we have worked on but this can come in handy when unexpected issues arise. So long as the issue is related to things our team has worked on before, these hours can be used to fix it. This is even valid if the issue was caused by changes made by the client or another vendor.
Using these hours for bug fixes allows clients to have more peace of mind about working with us. It is fairly common for things to break down the line simply due to the ever-changing nature of technology. In these situations, clients typically have to then expend more funds to get these problems fixed and general suffer some kind of loss of service in the interim. We like to operate with a “once a client, always a client” mindset. Offering Support Hours allow us to act on that mindset in a equitable and manageable way.
Limitations of Support Hours
All Support Hours expire 1 year after purchasing. This expiration will be present on the client’s invoice when purchasing Support Hours. We limit the life span of these hours to ensure that our team is not overwhelmed with potential support work. This expiration may be extended for clients on a case by case basis.
Additionally, we may limit the number of Support Hours that a client can have available on their account. We do this to ensure that clients do not over purchase Support Hours that they may never get to use. If needed, we will offer clients the ability to purchase ad-hoc Support Hours at a price lower than standard hours. Because of this, clients do not need to horde large quantities of aging Support Hours just to feel covered for any unforeseen issues. Rest assured, we are always working to ensure that our clients get the best service for the best price.
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