Support is typically post-paid, with certain exceptions (the pre-paid support included within your Business or Individual suite).
We will invoice you for the post-paid Support you used in a particular calendar month by the 10th day of the following month - you may monitor the Support used and Fees accrued in this Helpdesk Portal. You will pay the invoice by the end of the calendar month in which the invoice was issued.
In case of your (foreseen) intensive use of Support, we may ask you for a pre-payment of (a part of) the future anticipated Fees and postpone the provision of Support until we receive the pre-payment.
We may also postpone the provision of Support to you in case you are overdue with any Fees payable to us.
| Regime of Support | Basic | Standard** | Premium or Setting Assistance** | Prepaid | Onboarding Assistance Package | Bug-fixing |
|---|---|---|---|---|---|---|
| PromoTron “Reaction Time”*, ** | one week | no later than 3 business days | no later than 24 hours | Standard Support | as per the selected regime of Support | no later than 24 hours |
| Hour limit | 1 hour/month* | none | none | 2 hours | 5 hours of Premium Support or 9 hours of Standard Support | none |
| Time limit, after which unused hours expire | 1 month | none | none | every calendar month | 3 months after the Trial Start | none |
| Who determines the Regime | PromoTron | you | you | Set = Standard Support | you | PromoTron |
| Fee | Free of charge | EUR 39,- / hour plus applicable VAT | EUR 49,- / hour plus applicable VAT | Included in the price of the Business Package of a particular service | EUR 199,- / hour plus applicable VAT | Free of charge |
* all the support over this limit will be charged by the Standart Support Rate (expect of the bug reporting)
**the support is charged for every 15 minutes.
