How Does Purchased Support Work?
We work with a large variety of clients and so the types of support we provide can vary a lot. Because we provide purchased support on an hourly basis, the sky's the limit in terms what support activities we can do for you. The most common types of support we provide are installation and set up, basic store maintenance, custom development, and consulting and training. (For more details, visit our Services page.)
Regardless of what we do for you, we keep close track of the time spent on each activity and at the end of each month you'll receive a "Statement of Hours Worked" that details each task we've performed and how long it took. We keep track of the support time spent down to the minute so there is no rounding up to the nearest hour. There is also no minimum amount of time we spend on any one task. (Frankly, these are all tricks people use to charge you more. We would rather earn it honestly.) Along with the report we summarize how much time remains in your package.
As an alternative to purchased support, you can establish an ongoing Services Agreement with SoftSlate. To discuss that, or for any other questions, please Contact Us.