How we manage support

For several years, we’ve successfully offered a “Support Bank” program to our clients. This allows clients to purchase support time upfront, which we then bank for them. They can use this time for assistance, guidance, or small development tasks.

As support time is used, the balance in the Support Bank decreases, and we invoice for additional time once the balance is exhausted.

This approach makes it easy for clients to reach out for help without needing to go through time-consuming processes like obtaining quotes or purchase orders. It also reduces administrative overhead for both parties.

Your support time never expires, and we’re happy to refund any unused time if necessary. Usage is rounded up to the next 15-minute increment.

What’s the smallest amount of time I can purchase?

The goal of the Support Bank is to minimize administrative effort. While there’s no minimum purchase requirement, we recommend buying enough time to cover at least three months of support.

Do you offer ad-hoc support?

We no longer offer ad-hoc support. The Support Bank model has been well-received by our clients, and it allows us to focus more on providing quality support and less on administrative tasks. Clients must have support time banked with us before we can assist.

Can I track my support usage?

Of course! We use a custom tool to track and manage your support time. Simply ask us for a link, and you can view your current balance and a detailed log of how it’s been used.

Support for public or open-source projects

We strive to support our public projects whenever possible, but client support always takes priority. If you need assistance with a public project, the best place to ask is on the project’s page (e.g., GitHub). If you’re unable to get help there or are unsure where to start, feel free to submit a support request. Someone will get back to you or guide you to the right resources.