The Scope and Mode of our support

Our support services are performed in two modes - Monthly and Yearly. Unless otherwise noted, all custom support requests have a minimum fee (US $500) regardless of actual time worked. For most tasks, we will provide an estimate and request you pre-authorize a specific amount of time at the stated rate. Once service has started all communications via online chat, telephone, and email may be considered hourly support and will be billed accordingly.

Emergency Support

ViSolve defines emergency support as any work that must be addressed immediately and that is outside our normal business hours or on weekends or holidays. Emergency support rates may be double our regular hourly support rate.

Online Chat Support

We may need to chat with you online about your service request. Generally, any online chat sessions relating to a support request will be treated as billable time and billed as hourly support. Please note that these sessions do not include general pre-sale inquiries, questions relating to billed amounts or as part of our follow-up policy.

Telephone Support

We may need to speak with you about your service request. Generally, any telephone calls relating to a support request will be treated as billable time and billed as hourly support. These telephone calls do not include general pre-sale inquiries, questions relating to billed amounts or as part of our follow-up policy.

Email Support

We may need to exchange emails several times about your service request. Email support is difficult to manage and some jobs may require dozens of emails to resolve. In terms of billable support, we generally include a limited amount of email support built into the hourly support rates. If email support requests exceed the allotted amount, we will notify you in advance if additional charges apply. Please limit emails to the current support request and use appropriate channels to request new support, follow-up on prior service or obtain billing information.

Estimates

For support estimates, please refer to 'Pricing' information in the webpage. If required, ViSolve will also provide you with an estimate by email. Estimates are non-binding and will generally include a range of time. While we try to honor our estimated fees, there are several conditions under which charges may exceed the estimated amount. Unforeseen, unknown or new issues may arise that require additional time. Also note that the estimates are based upon the information provided by you at the time of the estimate. If critical information is misrepresented or omitted, then services may require longer than estimated. For common issues, we derive estimates from completed service requests thus providing a good level of accuracy. For estimates exceeding $500, a written proposal can be provided.

If for some reason, we suspect that cost may exceed the initial estimate by the lesser of one half hour service fee or 10% of the initial estimate, then we will notify you as soon as possible to discuss the pricing. Typically, we can identify whether or not our initial estimate is correct within a few minutes of working on your system.

In our experience, our estimates are within 10% of stated amounts more than 94% of the time. Exceptions have included primarily instances where secondary problems were discovered or the initial problem was not properly represented.

For additional information, please email us at info@visolve.com.