Support is a critical part of any software implementation. You are busy and you need a response quickly. We approach support a little differently than most companies.
We build support into your project which allows us to be available for the "stated" amount of time after a project to assist you in getting comfortable with this new tool.
We provide comprehensive Administrative training. Over the past 10 years, we've made an offer to those who we've trained administratively. We tell our clients who were administratively trained they can call us with any question and more than likely, we're going to just merely answer it and not charge you. (not to exceed 15 minutes) We have done this for so long and with so many people and we have never been abused on this. We believe it's because our training is so thorough and our clients so understand things that we can answer them simply. IF we do need to charge you, we'll let you know before we continue. How do they know they should give us a call? If they find themselves working too hard...they should call.
We have available a number of tools to help you remotely. We'll charge you for the time it requires us to work through an issue or show you what you need. We charge in 15 minute increments.
We'll be happy to structure a support agreement specifically for you with an agreed upon response time, budget and specific points of contact.