Support & Billing

We offer a range of options for support and ongoing development. These are outlined below.

Support agreements

Support Pack

Our Support Packs are for clients who don’t want to commit to a fixed monthly support contract, or who are unsure of how much time they might use.

There is no fixed Service Level Agreement (SLA) with Support Packs but we will aim to resolve urgent issues by the next business day where possible.

Clients can pre-purchase blocks of hours in advance and we will timesheet the work we do.

We will let you know when you have 2 hours remaining so you have the option of purchasing additional blocks of hours

Support and development requests must be sent to support@madebybridge.com

  • 10 hours: £500

Fixed Monthly Support

Some clients need a Fixed Monthly Support contract as it gives them a Service Level Agreement (SLA) that guarantees a faster response time and guarantees them a certain number of hours of support per month. This type of contract also allows clients to forecast their monthly website budget.

These support contracts take priority over the pre-paid support packs. The number of hours included each month, the SLA, and the price will vary and be bespoke to each individual client.

Our Support contracts usually have a minimum term of 12 months so we can plan ahead with our staffing levels to ensure we have enough capacity.

  • Price: POA

Clients without a support agreement in place

Emergency Support

For clients without a fixed monthly support contract or pre-purchased support packs. Emergency support is defined as unscheduled work that needs our immediate attention.

  • Working hours: £100 per hour
  • Out of hours: £150 per hour
  • Minimum charge: 1 hour
  • Invoice is raised as soon our work is complete

Non-Emergency Support & Development

This rate is for clients without a fixed monthly support contract or pre-purchased support packs, who need smaller amounts of support and development work that is non-urgent and ad-hoc.

  • £75 per hour
  • Minimum charge: 1 hour
  • Expected lead time: 2 weeks
  • Invoice is raised as soon our work is complete

Projects

A project is defined as a piece of work that is at least 8 hours or more. For projects, we will give a fixed price quote and the payment terms are as follows:

  • Project cost less than £1,200 - 50% cleared payment to begin work, and 50% on completion or when the project goes live (whichever comes first).
  • Project cost of £1,200 or more - 40% cleared payment to begin work, 30% of total project costs when we deliver the project for testing and 30% of total project costs on completion or when the project goes live (whichever comes first).

Terms and conditions

All enquires for support and smaller pieces of ad-hoc development work must be sent to support@madebybridge.com

Please note our standard payment terms are 14 days from the date on invoice.

No new work can begin and all current work will stop if you have overdue invoices. Work will resume only when we have cleared funds in our bank account to settle overdue invoices.

Click here to read our full terms and conditions