Support Plans

Cre8ive Support Options

Standard Support 

Standard support is Cre8ive’s entry level support plan and will be billed at standard hourly rates* w/ half hour minimums.  It provides multiple methods for requesting assistance and is suitable for limited projects with manageable priority.  Support requests can be made through any of the following standard channels:
  • Online Chat/Instant Messaging (IM) is available at http://www.cre8ivewebsites.com/pages/support.php.  This IM line forwards to a support contact 24/7, however unscheduled requests for support outside of regular business hours must be treated according to “Expedited”* pricing structure.
  • Email Support requests will be acknowledged within 24 hours and resulting action items scheduled according to urgency and scheduled projects.
  • Phone Support is treated as a Conference Call under the Standard Support plan and must be scheduled 48 hours in advance.
  • Conference Calls should be scheduled at least 48 hours in advance.  Unscheduled Conference calls will be worked according to “Expedited-Emergency”* pricing structure.
  • On site visits and work require 1 week advanced notice for scheduling.  Consulting time for site visits include travel time and the time on location.

Priority Support

  • Monthly retainer based on 10% of annual hourly usage, billed annually (split payments to quarterly for 10% surcharge). Newly established clients will be based on $500/month for the first 6 months, after which a review will be conducted to determine usage.
  • A 10% discount on billable time will be given throughout the year on standard and expedited support for Priority Support clients.
  • Online Chat/Instant Messaging (IM) is available at http://www.cre8ivewebsites.com/pages/support.php.  This IM line forwards to a support contact 24/7, however unscheduled requests for support outside of regular business hours must be treated according to “Expedited”* pricing structure. Unscheduled expedited needs should be escalated to Phone support for quickest resolution.
  • Email Support requests will be acknowledged within 4 hours and resulting action items scheduled according to urgency and scheduled projects.
  • 24/7 Phone Support will be given to Priority Support clients and answered 24/7.  After-hours support will be billed as expedited issues.
  • Foundation Project access to activity logging and support management.
  • Conference Calls should be scheduled at least 48 hours in advance, however the time on the call is included with Priority Support. Unscheduled Conference calls will be billed at normal rates.
  • On site visits and work require 1 week advanced notice for scheduling.  Priority Support will include 1 annual on-site meeting at no cost to discuss planning and annual goals. Other visits will be billed for travel time and the time on location.

Projects

 

  • Standard Support
    • Cre8ive recommends a minimum of 4 weeks notice on minor project requests (5-20 hours) and 8 weeks on larger project request (20+ hours).
    • Once defined, Cre8ive requires 50% of any estimate in advance of the starting work date.  Final charges will be invoiced and due upon the agreed completion of project, or at monthly intervals for extended projects.
    • All projects are worked in order of date issues and priority assigned.  You may request an elevated priority on any tasks at expedited rates**.
  • Priority Support
    • Cre8ive recommends a minimum of 4 weeks notice on minor project requests (5-20 hours) and 8 weeks on larger project request (20+ hours).
    • Once defined, Cre8ive requires 50% of any estimate in advance of the starting work date.  Final charges will be invoiced and due upon the agreed completion of project, or at monthly intervals for extended projects.
    • Priority Support client projects are automatically elevated above Standard Support in priority at no additional charge. Projects can be further elevated at expedited rates**.

*Expedited Issues:

  • “Urgent” – Action response required within 48 hours of reported issue.  Billed with a 25% surcharge to the hourly line items.
  • “Emergency” – Requires immediate response and action on support tasks.  Emergency issues will be billed with a 50% surcharge to the hourly line items.
**Expedited Projects: 

  • “Urgent” – 2 week notice for minor projects, 6 week notice for larger projects. Billed with a 25% surcharge to the hourly line items.
  • “Emergency” – 1 week notice for minor projects, 4 week notice on larger projects. Requires immediate response and action on support tasks.  Emergency issues will be billed with a 50% surcharge to the hourly line items.
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