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The Technical Support service is provided by the PG technical support team, including both support managers and support developers.
Why you might need it:
Recognized yourself here? Great! Here's what we can offer.
The standard service covered by the monthly subscription of $99/m includes:
If the specific request cannot be delivered within the frames of technical support, our support managers will inform you about it and either offer alternative options or direct your request to the extra development department.
The SLA support service of $500:
offers you a more convenient way of work that we're using with the large-scale customers with frequent and/or complex requests. This model operates on the basis of deposits and account management. This is what it includes:
1 - We create a separate project board for our customers, where our customers post their requests (to eliminate the possibility of email malfunction).
2 - The customers place deposit sums with our company, usually within the scale of $500, but can be negotiated.
3 - The company sets transparent hourly rates for the customer: support, customization and Q&A services.
4 - Each request, support one or custom one, is estimated by the developer. The estimations can go from a few minutes to several hours. Each estimation gets its money-cost based on the rates.
5 - We update the cost for your approval and, when you approve to put it to production, we do the work, both support and custom. All the expenses are covered by the sum of the deposit. The remaining sum is always updated for you to see.
6 - The requests are processed by your personal account manager, and both support and the custom works will be done by the developer who's usually working on your project. Meaning, it will be done in the prioritized order as opposed to the standard technical support, and by a more experienced developer.
The vantage point of this model is that you'll be able to track the progress of each request in the board and never lose any request; because of the fully paid basis, we will be enlisting the most efficient developers to do the work; testing will be included for the custom works or complex support requests.
The Premium service of $300/m includes: