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 at our current hourly rates (subject to change). For rush requests, indicate this in the ticket subject.

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.

Turnaround times on support requests can vary based on complexity and availability (see support ticket process article).

Hourly Rates

See this article for delivery times and SLAs.

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.