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Groupworks Support and Maintenance Pricing
- Philosophy
- The most important aspect is to build up a relationship of trust and understanding
From this basis, any difficulties and misunderstandings can be quickly and easily resolved
If a system is not 'life-and-death' it is not cost effective to test every aspect totally
Where there is a fixed price agreement, we may accept specification changes without additional charge; where bugs are accidently introduced we may charge for fixing them
We aim for customer satisfaction and value for money: the best agreements are good for both parties
Support pricing- Because support is required 'as soon as possible', it is always priced on an hourly basis
GroupWorks standard rate is currently £60 (+VAT) per hour, £350 per day
(£50 per hour, £300 per day for companies up to 10 employees).
Support rates for existing clients have not been increased for over five years
In some cases an annual support contract is agreed
Fees for any support provided during a month is first subtracted from the monthly 'allocation'
Maintenance pricing- The scope and detail of any maintenance work is generally agreed before work commences
It will either be on at standard hourly rate or to an agreed fixed price
Fixed price work includes components to cover initial quoting and risk of over-run
- On-site and other expenses
- There is no explicit fee for an on-site visit, other than
- Time onsite (which may be subject to a minimum)
- Travel expenses to destinations more than 25 miles from Clifton, Brisol
Bug fixing and re-fixing- Sadly even our work sometimes includes or introduces bugs, or doesn't do what was wanted
Hourly basis work is done on a 'best effort' basis, and time is charged even if is fixing or re-fixing bugs that have been introduced, although frequently some of this time will be designated unchargeable
Where work is on a fixed price basis, bug fixing is inclusive up to customer acceptance
Unchargeable time- Time spent on client work is split into chargeable and unchargeable work
Unchargeable work includes investigation of technology and techniques on behalf of a client where it would reasonable be thought that the knowledge was to hand
Bug-fixing often includes at least an element of unchargeable time
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