Support Requests

Any small projects (less than $200) or assistance with settings/customizations for your system is handled as a support request.

Examples of Support Requests

• Change a setting
• Fix any html issue your have with an existing page
• Provide consultation
• Custom javascript
• Custom php that is less than $200
• Modifications to existing designs

Support Request Credits

Support requests are billed where you purchase an amount of credits. A worker is assigned to your request. Each worker has a different amount of credits per a minute that are deducted from your balance for time spent.

Why Support Requests

This allows us to handle small items much quicker. There is no longer the need to bid something out and wait for the bid to be approved and paid before starting work. You can submit a support request for small changes and they are instantly qued. They are then assigned to the cheapest available worker with the knowledge to complete. Doing it this way we can handle all types of requests and at the same time save you money.

Time Frame and Completion

Typically we will look into it within a couple hours, but allow 1-2 business days for our staff to look into your request. Our staff will time into your support request and then time out when they complete or stop working. If they complete the support request, you are sent an email notifying you that the support request is complete and awaiting your approval. You can either approve the request, or leave notes of what is not complete. If you leave notes it puts it back into the que of open tasks. Once you click the task as being complete, the minutes spent on your support request are deducted from your balance.

Billing

If you host through us, you have support time included with your hosting. If you need more than the amount included, we will send you an invoice for the additional amount of minutes needed. Billing is handled up front where you purchase a set amount of credits. Different workers have different per/minute credit prices. If converting credit to hourly rates prices range from $8-$110 an hour when you consider who is doing the task, the amount of credits purchased, and the type hosting your site is subscribed to.

The Future

The support request application is still a developing application as we are learning from it and making improvements to it as we are able to. Handling requests this way makes small additions to projects much quicker. It also prevents frustration from either end. We are open to feedbacks and are sure to make improvements to it based off feedback with time.

Guarantees

Support requests are not guaranteed as you are paying for time spent. Any major addition is handled seprately and guaranteed.