1. Free Support
Response time is 2 working days.Free support is provided to new users and lasts for 30 days after the system goes live. It includes assistance in familiarizing yourself with the new system and quickly resolving any minor issues so that the entire system is fully tailored to your business operations.
2. On-Demand Support
Response time is 5 working days.
Applies to all types of feature development, adjustments, and integrations with external services.
Covers support resulting from changes in external API service operations.
Charged based on the specific request and required effort, according to an estimate and written acceptance of the offer.
Programmer hourly rate: €30/h
System administrator hourly rate: €50/h
Consulting and planning hourly rate: €50/h
3. Emergency Support
Covers urgent interventions (priority service, outside working hours, and on weekends) and is charged at 2x the regular rate per started hour.
When submitting a request, it must be marked URGENT so that we can respond accordingly.
4. Premium Support
Ensures rapid problem resolution and is contracted for a minimum of 6 months for support planning, billed monthly based on the selected package.
Can be used for all types of changes and adjustments, including SEO, consulting, verification, and regular backups to an external location.
Premium support packages:
Mini - €90/month - Includes 3 working hours per month with a response time of up to 8 working hours. Can be used for minor improvements and data backups to another location.
Midi - €300/month - Includes 10 working hours per month with a response time of up to 6 working hours. Can be used for advertising, SEO optimization, and data backups to another location.
Maxi - custom-priced based on precisely defined requirements - Includes weekend and after-hours support, SEO optimization, and Google advertising. Used by companies with multiple daily support requests.
Backup - €30/month - Includes 1 working hour per month for backing up all data and databases to a remote location, ensuring data can be restored after a server failure.
NOTE: All previous invoices must be settled before new maintenance requests are accepted.
