Support & Billing

Fixed Monthly Support & Maintenance Agreements 

Some clients need a Fixed Monthly Support & Maintenance Agreement 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. Website maintenance is also included in these plans. This type of contract also allows clients to forecast their monthly website budget. 

These support contracts take priority over the pre-paid support packs.

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

• Price: starting from £200 per month

Click here to read more about our Fixed Support & Maintenance Agreements

Clients without a Support Agreement or Support Pack in place

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.

• £125 per hour
• Out of hours: £175 per hour
• Minimum charge: 1 hour
• Expected lead time: 2 weeks
• Invoice is raised as soon our work is complete

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: £175 per hour
   
• Out of hours: £250 per hour
• Minimum charge: 1 hour
• Invoice is raised as soon our work is complete

Projects

Our day rate for project work is £800 per day.

A project is defined as a piece of work that is at least 1 day or more and usually lasts for multiple days/weeks/months. For projects, we require a 50% cleared payment to begin work, and 50% one month later, or on completion, or when the project goes live, or at an agreed milestone(s) (milestones and percentages can vary depending on the size of the project).

Terms and conditions

All enquiries for support and smaller pieces of ad-hoc development work must be sent to [email protected]

Please note our standard payment terms are 14 days from the date on the invoice. All prices are exclusive of VAT.

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