Solspace Software Premium Support

Terms & Conditions

Solspace's Premium Support service costs $149/hr USD, with a minimum of 1 hour and 1 hour increments thereafter. Once the service is active, the client will have access to high priority support with the necessary members of the Solspace Support team, which is available via any of the following:

 - Top priority email ticket service
 - Top priority support chat/messenger
 - Access to scheduled web phone calls

Please note that our team is distributed around the world, and while web phone calls and/or live group chats are available, they will require a bit more time and effort to coordinate. You're welcome to any combination of methods you wish, but the fastest and most efficient approach in most cases would be the client preparing an email that contains all questions or issues they need assistance with at the beginning of the process. We can answer all or as many of them as we can via email, and then further discuss other parts of the project that need more clarity via scheduled web phone call and/or live chat as necessary. The client has 30 days to use up the block of time.

There are no guarantees on the timeframe of responses, but Solspace will be available during regular weekdays during reasonable business hours (unless otherwise specified) and will be able to begin providing high priority assistance once payment has been received (typically within a couple hours or less during business hours). Please note that all timelines are contingent upon timely communications and provision of necessary information from the client. The purchased time does not need to be used all in one session, and the client will receive regular updates of time used and time remaining. If the project needs additional time, it'll be discussed, and upon approval, will be billed at $149/hr.

After each engagement with support, Solspace will share the amount of time used up for us to read/review, internally discuss, test, code and respond back. Live chat and web phone calls are calculated as the entire duration of the connection.

The client is allowed to use their time for:

 - Asking any and as many questions about how the plugin works, etc.
 - Assistance with coding a template or feature.
 - Have template code or a custom developed module reviewed and fixed/improved (if necessary).
 - Development of a smaller custom feature for the Solspace plugin (you may want a separate quote for larger projects).

Please note that while we strive to offer bug-free software, bugs are inevitable. Some bugs are difficult to track down and resolve, and the support consultation service does not guarantee that all discovered bugs or limitations with the Solspace plugin will be resolved in a timely manner or at all. Bugs that Solspace elects to resolve immediately will not count toward the paid block of time.

If you are dissatisfied with the quality of Solspace services and we cannot reasonably remedy the situation, you will receive a full refund for the block of allotted time you purchased.