• Maintenance & Support FAQ

    November 6, 2009 by
  • Does maintenance time roll over?
    NO Maintenance begins on the 1st of the month, and ends on the last day of the month. If you did not use your maintenance hours, they do not accumulate. In short, you cannot use maintenance hours you did not use in one month to apply to a project that is going over its hours.

    How much does it cost if I go over my maintenance hours?
    $125/hr or what has been negotiated in your signed contract. If you are currently on a maintenance plan, we offer our hourly rate at a $25/hr discount.

    What if I want more maintenance hours?
    Give us a call! We will be happy to talk to you about your options. You can review our maintenance plans here: http://www.kosmoscentral.com/maintenance-support

    What does maintenance time include?
    Maintenance includes any support related requests we receive. From research and discovery of an issue to module installation, custom development and training.

    What does maintenance time exclude?
    You will not be charged maintenance hours on any server related issues.

    How do I know how many hours are spent on a ticket?
    To review your hours used for the month, please pay attention to the title of your ticket. Our support staff will keep you informed of the hours used for your support request by posting their hours spent in the support ticket title.

    For example, if you title your ticket as:
    "I cannot see my image for product X"

    Upon resolution of your support request our staff will keep track of their hours by updating the ticket with time spent in parenthesis. Every support request is billable in half hour increments.

    For example, the ticket title would be updated and look like:
    "(1) I cannot see my image for product X"

    The example above informs our billing department that one hour was spent supporting that ticket and the details can be viewed within the support ticket thread.

    If you have any questions related to your maintenance plan that have not been addressed here, please review your maintenance and support agreement or give us a call at 503.977.0171. Thank you

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