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The following applies to clients who purchase their hosting directly from WebHare b.v.
Support
WebHare bv provides support for all its products and services, with a fair-use policy assuming that the support is only invoiced if the necessary time and / or costs incurred are deemed to fall outside this fair-use policy. Within this fair-use policy, incidental issue tracker, telephone or e-mail support that takes no longer than 5 minutes will not be invoiced. If the required support can be traced directly to a program error in the WebHare Application Portal or other products or services supplied by the contractor, this will not be invoiced.
For service questions, contractor uses regular contacts at the client. These contacts can contact WebHare bv by telephone during office hours, and can also always use the issue tracker if desired. The issue tracker is available 24/7.
In case of an emergency our regular telephone number +31 53 305 0003 will always be forwarded outside office hours.
Support agreement
In addition to the fair-use policy, contractor offers a standard support agreement whereby the client has a pre-defined number of support hours per month which can be purchased in advance, with a minimum of three hours per month and for a minimum period of three months, invoiced prior to the contract period and automatically extended by three months.
Purchased support hours cannot be used for the design or implementation of new functionalities that are not offered as standard in the software supplied by contractor, nor for support for products and services not supplied by contractor.
Development
For adjustments or minor further development that were not within the scope of the existing quote, but will not form a new project, we use the GitLab issue tracker. We provide an estimate as much as possible. We will also be using budgets/milestones. If an estimate is approved, a milestone is assigned. For small requests (based on an estimate or agreement - usually less than an hour) that cannot be considered a bug, we will proceed based on trust without an approval. In addition to the (initial) projects, budgets/milestones also be the following variants:
1. Hourly bundle
Hourly bundles can be purchased in advance for small assignments and requests, or to settle against bigger projects. Bundles are convenient when your company works with purchase numbers. They are also cheaper, because smaller assignments can be paid using 15 minute intervals instead of whole hours. You can get an account making it possible to view the status of your hourly bundle.
You can add hours to your bundle with a minimum of 10 hours per purchase. The balance is valid indefinitely, but will not be refunded upon termination of the service.
2. Separate invoice
On GitLab (issue tracker), a milestone is created called "invoice" (or another preferred name). After an issue is completed, the estimated or booked hours are invoiced separately for each issue. An umbrella reference can be given to be put on all seperate invoices automatically, or every issue and invoice can get its own reference when given in the issue.