Services

1. You purchase a Support Plan or E-commerce Optimiser Service at the start of the month & the allocated hours are assigned to your online account.
2. We log our time in 15 minute blocks (unless you are using Ad-hoc) and update your account as tickets, tasks, requests and account management tasks are completed.
3. If you start to run low on time, you can purchase an additional block of time (min 2 hours). Any unplanned time that is over your allowance will be billed at our Ad-hoc rate of £90 p/h + VAT at the end of each month.
4. You can login and view your account to track all of your support requests, tickets, tasks and other actions and time used, online – any time.

1. Support Plan and E-commerce Optimiser hours have priority over Ad-hoc work requests. This includes critical security updates being implemented for your website, development work and support tickets.
2. Time is deducted in 15 minute blocks vs a 1 hour minimum charge for Ad-hoc work, saving you money.
3. It allows you to manage your costs and requirements during the month.

If you decide to leave our service, we’ll refund any unused hours on your account from that month.

• Hours are working hours; those hours between 9:00 & 17:00 GMT Monday to Friday (excluding UK Bank Holidays). A response is, at minimum, an acknowledgement of your support request. While we endeavour to also resolve your support request within these times scales it is not always possible.
• Phone support is within working hours.
• Monthly hours expire after 30 days.
• Support Plans have a min 3 month minimum duration, billed monthly in advance.
• Support Plan customers will require an ‘on-boarding’ process, which will take between 2-6 hours of your first months billing cycle.