Support Hours

Support Hours serve as a retainer for our services performed by our technical or functional experts, developers, or members of our consultancy team. 

There are various contexts that Support Hours can be used for.

The support that we provide you with is governed by the Symplectic Service Level Agreement (SLA), which includes a definition of which Areas of Support are chargeable, beyond incident diagnosis.

Support Hours can be used for Areas of Support that carry a charge.

Support Hours can be used in a project context, to cover additional workload that you require from us, that falls outside of the agreed scope of the project. The most typical scenarios are:

• Additional meetings (beyond the regular project calls)

• Additional data feed/migration iterations (beyond the two that are included)

• Additional training (beyond the included knowledge sharing sessions)

• Additional Subject Matter Expertise (from members outside of the project team)

In general, work that we require you to do, as part of a project, that falls to us should also draw from Support hours.

Support hours can be used in a consulting context, where you require our advice, to help you optimise the use of our products as domain or non-technical product experts. The most typical scenarios are:

• Business strategy: we can help you with outlining changes that you want to introduce in your organisation, in conjunction with our products

• Change management: we can help you with planning such changes

• Business analysis: we can help you with understanding your own workflows, in conjunction with our products

• Implementation: we can work with you on how to acquire the services you need from us, and draw up the necessary Statements of Work

All of the above scenarios are strictly within the context of our products.

Support Hours have a strict remit, and they should not be used for the following:

• Work that should not carry a charge, according to our SLA

• Work that is significant enough, in scale or cost, that it warrants a Statement of Work

• Work that results in a change to our product (new features, improvements, bug fixes)

We recommend that you purchase Support Hours in batches of 20 hours, to reduce the overhead involved for both parties.

1. Create a ticket (here) or email support@symplectic.co.uk

2. We will respond, asking for a Purchase Order to be issued to us

3. (If required) We will issue you a Quote

4. Once we have the Purchase Order, you can start drawing from your new Support Hours

When you purchase blocks of chargeable Support Hours from us, you agree to the following terms:

1. The Support Hours will be made available to you for use straight away, though depending on the nature of the project, the work itself may need to be scheduled;

2. We will invoice you immediately for Support Hours;

3. For each piece of work that you ask us to perform we will confirm with you whether you wish to put any remaining Support Hours towards that work; if you have insufficient Support Hours to cover the work, we will ask you to purchase one or more further blocks, sufficient to cover the work;

4. Time spent on work that draws from your Support Hours will be logged by us, and we will inform you once you have fewer than half the purchased Support Hours remaining;

5. Purchased blocks of Support Hours must be used within 12 months of purchase (or before the end of your subscription, if sooner);

6. On termination of your agreement with us no refunds for any remaining Support Hours will be due;

7. Support hours are provided under our existing contractual terms with you, and all work performed by us is covered by our Service Level Agreement.