This article will highlight the difference between included support and billable support.
Included Support
Website hosting & network support
- Ongoing maintenance to server environments, databases and network support
- Customer DNS record management
- Content Delivery Network maintenance and support
Oliver platform support
- Ongoing Content Management System (CMS) maintenance
- Ongoing Property Management Software (PMS) data synchronization support
- New CMS features and reports
- As-needed training on CMS features (limited)
- Website issues caused by platform (not introduced by client)
Billable Support
- New website feature consultation and/or design
- Website change requests and/or new features
- Website updates and/or fixes due to software and/or data changes
- Custom CMS functionality and/or reporting
All support requests, whether included or billable, should be submitted by creating a ticket. Billable support requests will be charged hourly at the current rate of $140 per hour. Larger feature requests require consultation and planning, and a development time estimate will be given before commencement. Smaller billable support requests (1-3 hours) will be completed upon submission, unless an estimate is asked for in advance.