Which support is included and which is billable?

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.

Monthly Support Block

We strongly recommend subscribing to a monthly support block of time, which can be used for new website features, improvements and on-page SEO improvements. Support blocks are prepaid blocks of time at a discounted rate.

Please note that unused hours are not rolled over unless agreed up in advance.