Technical Support Packages Regular Support
Subscription
Premium Support
Subscription
Scheduled Support
Subscription
Immediate Support
Subscription
Turnaround time 3-5 business days 1 business day within 1 hour during scheduled timeframes within 1 hour after signing the contract, during working hours
Available time slots
  • 4 hours
  • 8 hours
  • 16 hours
  • 24 hours
  • 32 hours
  • 40 hours
  • 80 hours
  • Dedicated Team
Extra hours N/A N/A N/A Charged according to hourly rate of the selected time slot
Means of Communication
  • Email
  • Bug-tracker
  • Email
  • Bug-tracker
  • Chat (by request)
  • Video Conference (by request)
  • Email
  • Bug-tracker
  • Chat (during scheduled timeframes)
  • Video Conference (during scheduled timeframes)
  • Phone (during scheduled timeframes)
  • Email
  • Bug-tracker
  • Chat
  • Video Conference
  • Phone
Tariff Upfront monthly fee Upfront monthly fee Upfront monthly fee Upfront monthly fee
Hourly rate Low Moderate High Very High
Minimal Subscription Duration 1 month 1 month 1 month 1 month
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You may like to subscribe to several technical support packages, each of which includes activities with different priorities. For example, you may like to have Minor Development activities within the Regular Support package whereas Administration activies within the Scheduled Support package and Discussions and Training within the Immediate Support package.

Each of forementionted technical support packages may include all or any support activies in the table below.

Technical Support Areas Technical Support Activities Min number of hours per support area
Discussions
  • About bugs
  • About feature requests/tasks
  • About changes
4 hours
Minor developments
  • Development of minor features – up to 40 hours in total per month
  • Analysis of bug reports from users
  • Bug fixing
  • Modifications in database
  • Testing of changes
16 hours
Quality Assurance
  • Acceptance
  • Integration
  • Functional
  • Load
  • Performance
  • Regression
  • Stress
  • UI / UX
8 hours
Administration
  • Installation and tuning of software
  • Modifications in software configurations
  • Update of the system and its components
  • Attacks blocking
  • Firewall tuning
  • Hardware tuning
  • System files backups
  • Database backups
16 hours
Monitoring
  • System performance
  • System resources use such as:

    – hardware resources (CPU, RAM, HDD etc.)

    – software resources (pools, cache etc.)

    – network resources (bandwidth, traffic etc.)

  • System monitoring:

    – anti fraud

    – failures (deadlocks, bottlenecks etc.)

    – services

8 hours
Data extraction and data analysis, reports generation
  • In/from databases
  • In/from logs
4 hours
Web / Graphic Design
  • Minor changes/corrections
  • Banners
  • Logos
  • Brochures
  • Buttons
4 hours
SEO
  • Website analysis and audit
  • White SEO
  • Website inner page optimization
  • Social media
  • Ad campaigns
8 hours
Training
  • About installation/set up process
  • About tuning/configuration
  • About system use/user experience
4 hours