Ongoing Support Contracts
An "all hands on deck" support agreement. You pay us a monthly retainer and we're available to help you out in a squeeze.
An ad-hoc support agreement is useful if you need occasional help with your site, but if you foresee the need for a more involved and proactive supporting role then we recommend a retainer agreement. In a retainer, we work closely with your internal teams and may even be integrated into some of your business processes. We may collaborate with your sales team on an important presentation. Or we may consult with employees during regular design reviews. In addition, we remain actively engaged in your website, making the necessary technical updates and working with you on changes and new features.
About the Agreement
With this approach, you pay us a set monthly fee. We’ll then guarantee a certain response as well as a set number of hours per month to tackle any issues that arise.
Like the ad-hoc support agreement, this agreement will also outline:
- What work we’ll be able to help you with
- How you can get in touch with us
- How quickly we’ll respond
- How many hours we’ll guarantee for you
- What happens if we use all those hours
- How quickly we’ll implement a fix or follow up
- How long the agreement will last
- How you’ll be billed
This more comprehensive approach will benefit you if you think you’ll need more technical involvement with your site day-to-day or if you need to have a team on-hand to deal with any emergency issues or downtime.
The upside 👍🏻 We’re there for you when you need us without having to wait. We are directly connected to your internal teams.
The downside 👎🏻 You might end up paying for us but not needing us every month.
Whether you’re interested in an ad-hoc approach or the ongoing approach, we’ll set up a contract for you.
Here’s a breakdown of some of the key areas that it will cover.
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
This is the number of guaranteed hours we’ll set aside for you each month.
In the rare case that you need additional hours beyond this then they will be charged at a different “out of scope” rate. These hours may vary depending on how robust the retainer is and what we’ve agreed to cover within it.
Here we’ll outline how you can raise issues with us. We have four approaches:
- Support system
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. If you would like for us to be involved in your internal management systems, Asana, Trello, Jira please let us know.
This outlines the time within which we’ll guarantee a response time by after receiving your inquiry.
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 12 hours.
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. If it’s an emergency, we’ll get on it ASAP.
Usually we’ll begin within 1 day of receiving the request
This will include the ongoing monthly fee as well as the hourly rate for any additional hours required. This additional rate will be lower than the corresponding “ad-hoc” rate.
|Monthly Fee||Variable. Retainers begin at $1200 a month for technical support only.|
|Additional Out of Scope Hours||$130|
You’ll be automatically billed on the first of every month. We can arrange the most convenient approach with you.
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