Hour package terms
What an hour package covers and what it does not, written down before you buy.
How the hours are provided
The same terms for every package, whatever the number of hours.
Hours are paid in advance and worked in the order requests arrive, within the team's available time.
There is no guaranteed start or resolution time, and there are no priorities.
An hour package does not keep your instance running and does not cover incidents that stop the business.
Hours are worked between 10:00 and 16:30. Nothing outside that: no weekends and no public holidays. With the support subscription, the hours are the ones written in the contract.
No monitoring and no scheduled reviews. Hours used are reported on request.
Requests are sent by email. For larger work you get an estimate before it starts.
Analysis time is used up as well, not only execution. The minimum billing unit is 30 minutes.
Hours are valid for 12 months from purchase. Unused hours expire.
Infrastructure and hosting, third-party systems, version migrations and large developments. These are quoted separately.
Guaranteed response times, priorities and extended hours come only with the support subscription, where requests are sent as tickets.