Gratona
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Priority Support & Enhancements Options

Updated 2 weeks ago

Priority Support & Enhancements Options

Our Priority Support & Enhancements plans are designed to provide you with fast, dedicated support and optional development hours. Whether you need immediate help with support tasks or require custom work (such as feature enhancements, data migrations, or integrations), these month-to-month plans are structured to deliver clarity, speed, and flexibility—without locking you into a long-term commitment.

Overview & Key Benefits

Our plans provide:

  1. Guaranteed Fast Response: Receive an initial response within 4 business hours on support tickets.

  2. Dedicated Support: Access a dedicated support channel for technical issues and questions.

  3. Optional Development Hours: Use included hours for tasks that require custom work—whether it’s adding features, migrating data, or integrating systems.

  4. Flexibility: Month-to-month subscriptions that can be canceled at any time.

  5. Transparency: Clear definitions on which tasks consume your allotted hours, with explicit rollover and overage policies.

Subscription Details

  1. Billing Cycle: Month-to-month (cancel anytime before the next billing cycle)

  2. Payment: Processed securely via Stripe using the provided subscription links

  3. Flexibility: Subscribe for just one month or longer—the choice is entirely yours.

Scope of Hours Usage

Our included hours are designed to cover both support tasks and development efforts, but we define them carefully:

What Counts as Hours:

  1. Development Work: Actual hands-on work such as writing code for custom features, data migration, integrations, or significant configuration changes.

  2. Complex Support Tasks: Tasks that require dedicated technical work (e.g., troubleshooting a system issue that necessitates a code fix, or setting up a data import) will count toward your allotted hours.

What Typically Does Not Count:

  1. Routine support inquiries (e.g., simple how-to questions or guidance that can be resolved quickly without custom work).

  2. Advice provided through our standard support channel may be exempt unless it leads to additional development work.

Examples:

  • Included: Developing a new report module, performing a data migration, customizing dashboard features, or coding an integration.

  • Exempt (Typically): Answering login issues, clarifying documentation, or providing brief troubleshooting tips.

If a request involves both consultation and development, we’ll communicate clearly how much time is expected to be spent on development versus advisory support.

Plan Options

Priority Support & Enhancements (Base)

Price: $150.00 USD per month What’s Included:

  1. Priority Support: Fast, dedicated support with guaranteed response times.

  2. Enhancement Hours: 4 hours of custom development work each month.

  3. Turnaround Times for Enhancement Requests:

    1. Standard Tasks: Completed within 7 business days.

    2. Complex Tasks: Completed within 10–14 business days (with prior notice if more time is needed).

  4. Rollover Policy: Up to 3 unused hours can roll over to the following month. (Rollover hours expire at the end of the next month.)

  5. Overage Rate: Additional development work billed at $65 per hour.

Subscribe to Priority Support & Enhancements (Base)(https://buy.stripe.com/6oE7ti17hgTY1eEeUX)

Priority Support & Enhancements (Extended)

Price: $350.00 USD per month What’s Included:

  1. Expedited Priority Support: Fast-track response with dedicated support.

  2. Enhanced Development Hours: 9 hours of custom development work each month.

  3. Turnaround Times for Enhancement Requests:

    • Standard Tasks: Completed within 3–5 business days.

    • Complex Tasks: Completed within 7–10 business days (with clear timeline communication).

  4. Rollover Policy: Up to 4 unused hours can roll over to the following month. (Rollover hours expire at the end of the next month.)

  5. Overage Rate: Additional development work billed at $50 per hour.

Subscribe to Priority Support & Enhancements (Extended)(https://buy.stripe.com/aEUcNCcPZcDIf5u6os)

Turnaround Times

We differentiate between support response times and actual turnaround for custom work: Support Tasks (All Plans):

  1. Initial Response: Guaranteed within 4 business hours.

  2. Routine Issues: Resolved as quickly as possible; many simple inquiries are handled within the same day.

Enhancement/Development Tasks:

  1. Standard Tasks (Base Package): Completed within 7 business days.

  2. Complex Tasks (Base Package): May take 10–14 business days (we’ll provide an estimated timeline in advance).

  3. Standard Tasks (Extended Package): Completed within 3–5 business days.

  4. Complex Tasks (Extended Package): May take 7–10 business days (with upfront timeline communication).

Note: If a task seems particularly urgent or complex, we will discuss expectations and may recommend re-prioritizing or adjusting the scope, ensuring you’re always aware of how the work will be scheduled relative to your allotted hours.

Usage & Billing FAQs

Q: What if I don’t use all my allotted hours?A: Unused development hours roll over to the following month (up to 3 hours for Base, 4 hours for Extended). Rollover hours expire at the end of the next month and do not accumulate indefinitely. Q: What if my request requires more work than the allotted hours?A: Any development work beyond your monthly allocation will be billed at the overage rate: - Base: $65 per hour - Extended: $50 per hour We will notify you if it appears that your request will exceed the included hours before incurring any extra charges. Q: How can I review my usage?A: Ask Gratona support how to review hours used, remaining hours, and rollover from the previous month. Q: Can I cancel my subscription after one month?A: Absolutely. Our subscriptions are month-to-month, so you can cancel anytime before the next billing cycle—no long-term commitment required. Q: What if a task involves both a simple support query and a custom development effort?A: We’ll evaluate the task and determine which portion qualifies as development work (and thus counts against your hours) versus general support. We’ll communicate this upfront so you have complete clarity.

How to Subscribe

  1. Select Your Plan. Choose

    • Base or Extended for support with the included development hours described above.

  2. Subscribe via Stripe.

    • Click the corresponding link above to start your subscription.

  3. Submit Your Requests.

    • Once subscribed, use our support portal to submit your issues or feature requests.

  4. Monitor Your Usage. Ask Gratona support how to review

    • your hours used, hours remaining, and rollover.

  5. Cancel Anytime

    • If your needs change, cancel before the next billing cycle with no penalties.

Contact & Feedback

We value your input and are committed to providing a transparent and effective service. If you have any questions, need clarification, or wish to provide feedback on our plans, please contact us:

Email:Gratona support

Your feedback helps us continually improve our service and better support your needs.

This documentation is designed to offer complete clarity regarding our Priority Support & Enhancements plans, ensuring you understand the benefits, terms, and flexibility of each option. We look forward to supporting your success with Gratona!

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