Support types and pricing
Types and pricing of support tickets
Definitions
Credits and Tickets
Credit per ticket
Credit, or credits, is the base unit to calculate cost of every technical support request sent by the customer to MageSpecialist.
Support Ticket
Support ticket, or tickets, is a single support request, which can cost one or more credits depending on request type and workload prevision made by MageSpecialist to process the single request.
Support types: how much credits is a single ticket?
Support types available via tickets are at MageSpecialist's sole discretion.
As a mere example we present you the following scenarios based on most common support requests with associatid credit cost:
Support type
|
Credits needed
|
| Manual restore/upgrade operations for login data where automatic procedures are available | 1 credit |
| Manual E-mail configuration/restore operations where automatic procedures are available | 1 credit |
| Remote assistance for email configuration and restore | 1 credit/30min |
| Remote assistance for Desktop PC configuration and use | 1 credit/30min |
| Adding or changing contents for existing web site (articles, photo, photogallery, downloads, ecc) | 1 credit/content |
| Newsletter sending service using third-party systems | 1 credit |
| Graphic changes for existing websites (banner changes based on predefined layouts, background changes, simple image editing, ecc) | 1 credit |
| Changes to existing Flash movies and files (animated intro, ecc...) | 3 credits |
| Adding/changing contents to products pages in existing e-commerce stores (price, images, description, ecc...) | 1 credit/product |
| Adding or changing contents in existing e-commerce sites (pages and static blocks) |
1 credit/content |
| Adding new static contents in existing e-commerce sites | 2 credit/content |
If not differently specified, needed credits are considered as a single purchase.
Time reference
All support and assistance activities are availble from 9.00 to 19.00, from monday to friday at GMT +1 time zone, except in case of explicit agreements by our personnel. Extra time (not within specified range) has to be considered as non working hours.
Pricing
Credit pricing
Following table shows credit pricing and timing for accepting requests:
Ticket priority level
|
Cost |
Time to accept requests |
| 1 Credit (applies to Low Priority and Normal Priority levels) | € 50,00 |
3 working days |
| 1 Credit (applies to High Priority and Immediate Priority levels) | Ticket cost duobled | 24 working hours |
Pricing valid since 01/Jan/2012
Working hours will start when customer will explicitely accept quotation made by MageSpecialist.
Higher Priority levels can be specified directly by customer every time a new ticket is created.
Volume discounts on credits
You can purchase a single credit or a package of them taking advantage fo lower pre-credit cost.
Add to cart credit packages you want to purchase and complete order: credit balance will be automatically refilled after payment.
Buy now
Price variations
All pricing ar subject to variations, without notification to the customer. Prices will be blocked for credits purchased before eventual variations.
