Ad-Hoc Support Contract
A general "pay as you go" suppport agreement. You get in touch with us when you need us and we bill you for it. Easy!
For general day-to-day support, the most basic solution is for us to agree to an ad-hoc support relationship. An ad-hoc relationship is well-suited to organizations with robust internal capabilities, or those with highly variable needs (a lot of work one month followed by nothing for another three). If your needs are continuous, or you don’t have the luxury to wait in queue if we’re involved in another client project, then we’d recommend a retainer.
An ad-hoc contract is a pay-as-you-go approach where you contact us if you need help and we’ll work on an hourly basis that is billed at the end of the month. We set an upper limit on hours that’s consistent with your needs.
Broadly, this agreement will outline:
- What work we’ll be able to help you with
- The maximum number of hours we are available
- The cost-per-hour
- How you can get in touch with us
- When we’ll respond
- How long the agreement will last
- How you’ll be billed
This more casual approach will benefit you if you foresee yourself only needing the occasional helping hand every couple of months.
The upside 👍🏻 It’s flexible. If you don’t need us for three months then it won’t cost you a penny.
The downside 👎🏻 We can’t guarantee you immediate availability. When you do need us and it’s going to be a little bit more expensive per-hour. We also won’t be handling any proactive support like administering updates etc.
Regardless of the approach you want to take, once we’re finished a project, we’ll send you an agreement to sign that outlines the relationship.
Here’s a breakdown of some of the key areas that it will include.
Scope of Work
Basically, this is what is and isn’t covered by the agreement. We’ll outline what sort of work falls under support. If it’s not within this scope we might suggest putting together a separate stand-along statement of work.
Here’s a broad idea of what’s usually covered in these agreements:
- Server updates or upgrades
- Technical consultation
- Presentation design
- Social media post design
- Diagrams, icons, and illustrations
- Design consultation
We’ll craft the agreement to respond to where your needs are.
This is the upper-limit of hours we will have available to you during a month.
In the rare case that you need additional hours beyond this then they will be charged at a different “out of scope” rate.
Here we’ll outline how you can raise issues with us. We have three approaches:
- Support system
Note that we don’t offer phone or Skype/video chat as a contact method.
Using our support system is the best-bet as it means it’s easier for us to manage the request and get started on it. If you contact us via email or Slack we’ll have to take the time to enter the request ourselves, so we recommend using our support system.
In general we will always aim to get back to you as soon as possible, but this outlines the time within which we’ll guarantee a response time by.
Bear in mind that this isn’t the time we’ll be able to actually fix an issue, it’s just the time it will take for us to get back to you to discuss it.
Usually this will be 2 working days.
Once we’ve received a request we’ll get back to you with an estimate of the time we think it’s going to take as well as when we will start working on it. We’ll wait to hear from you to confirm and then get working on it within a particular time. If there are any issues along the way we’ll get back in touch with your to keep you in the loop.
Usually we’ll begin within 5 days of receiving the request
This is the cost-per-hour for support. We break it down into “regular hours” that fall within the bandwidth we’ve agreed is available and “out of scope hours” which are those extra hours outside of that commitment:
|Out of Scope Hours
In the rare case you do need immediate help that falls outside our usual response time, this will be charge at the “out of scope” rate.
Because this is an ad-hoc agreement, we’ll invoice you at the end of every month for the hours you’ve used.
These agreements will usually have a duration on them after which we can both reassess.
Usually this is 3 – 6 months
If you’ve got any questions about this, get in touch at firstname.lastname@example.org