Prepaid Essentials / Growth
package subscription
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Essentials Plan SLAs
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48hs (response time at prime time hs).
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Best effort delivery (prime time hours).
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Support tasks should not exceed an estimated effort > 40 hs / month.
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Growth Plan SLAs:
- 24-48hs (response time at prime time hs).
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Best effort delivery (prime time hours).
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Support tasks should not exceed an estimated effort > 80 hs / month (if more hours are needed it could be reviewed with sales).
CONSIDERATIONS
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Plans must be seen and evaluated as a number of support requests equivalent to a set of prepaid hours according to the needs of the project.
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Since you're buying in bulk and paying in advance, there is a discount on the value of the hour.
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When you pay for the package you start discounting the hours from the total as they are used, and if there are unused hours left, consider that maximum 20% could be transferred for the next month.
On-demand ACCELERATE subscription
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Accelerate Plan SLAs:
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There are a certain number of hours tracked each month, as planned tasks are demanded
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on-demand custom modules requests
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on-demand repos feature requests
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reference architecture
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IaC library modules
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on-demand bug fix requests
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on-demand imple support requests
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Notifications (sec, updates, eol, releases)
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24hs (response time at prime time hs).
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Best effort delivery (prime time hours).
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The total spent hours will be reported each month.
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There is a monthly minimum of 40 hours per month.
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Support tasks maximum estimated effort should be between 80 and 120 hs / month (if more hours are needed it could be reviewed with sales).
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