We offer development and support services on an ad-hoc basis to customers who are not currently enrolled in a Managed Support Services Plan, based on our support team’s availability.
We are unable to guarantee a fast turnaround to those not enrolled in a support services plan. If you or your organization is interested in securing a fast response time and priority access to our team members, please contact us and ask about our Managed Support Services Plan.
Emergency Support Services
Our emergency contact system will immediately alert our support team of your urgent request. This contact option is NOT intended for general technical support and should only be used in EMERGENCY circumstances, such as:
- Service interruption (website unreachable for more than 10 minutes)
- Hardware failure
- Request for emergency backup recovery
- Database down or unreachable
- Abuse or misuse of a mailing list or user account
Emergency support requests are billed in one-hour increments based on our Standard Fee Schedule (see below.) Any support request that falls under the responsibility of Infusion will always be addressed at no charge to you.
Standard Support Services
Non-emergency support issues will be addressed during business hours (see below). All support requests should be submitted via our website. Each request results in the opening of a ticket in our support management system and is billed in one-hour increments for customers who are not currently enrolled in a Managed Support Services Plan.
Non-emergency support requests are billed in one-hour increments based on our Standard Fee Schedule (see below.) Any support request that falls under the responsibility of Infusion will always be addressed at no charge to you.
Standard Response Times
We want to help you as quickly as possible. For support requests outside the scope of a Managed Support Services Plan, our support team will review and address your request based on our current availability and the complexity of your request during normal business hours (see below.)
If you have an emergency issue, please contact us using the Emergency Support Contact Form to ensure prompt service.
Support Services Fee Schedule
For ad-hoc support, the following standard fee schedule applies:
Standard Hourly Rates (5 day notice minimum):
Rate for all time and materials tasks scheduled more than 5 days in advance (based on availability):
- $150/hr during normal business hours
- $200/hr outside normal business hours
Emergency Rates (less than 5 days notice):
Rate for all time and materials tasks scheduled less than 5 days in advance (based on availability):
- $300/hr during normal business hours
- $350/hr outside normal business hours
Business Hour Definitions
Standard business hours are defined as Monday through Friday, 9:00am–5:00pm US Central Time, excluding holidays.
Holidays are defined as:
- New Years Day (January 1)
- Martin Luther King Day
- President’s Day
- Good Friday
- Memorial Day
- Independence Day (July 4)
- Labor Day
- Thanksgiving (Thursday & Friday)
- Christmas Eve & Christmas Day (December 24 & 25,) and the days between Christmas Day and New Years Day (December 26 through December 31)
When holidays fall on a weekend, the holiday is observed on the closest week day.