Definition
After the included follow-up support, ongoing support is available as a separate agreement, at CHF 500.– to 2'000.– per month. It covers monitoring, basic maintenance, updates and one-to-one technical help within reason, such as finding a setting, getting something unstuck or giving advice.
It runs monthly, with one month’s notice.
What it means for you
You get a first response within 2 hours, and we start handling your request within 24 hours. The same response times apply under a support agreement as during follow-up support.
You do not need a retainer to have our mistakes fixed. If something stops working because of a mistake on our side, in the setup or after an update of ours, we fix it at no cost and with no deadline. We are happy to fix problems caused by changes you or third parties make, such as a plugin you installed yourselves, at the hourly rate in your written quote, and only after your go-ahead.
Where the term comes up
- What Pro Setup includes
- FAQ: What happens after handover?
- FAQ: What if something stops working after handover?
