Algarve web support

 

In the Algarve, web support can be a problem. Dynafish offer Algarve web support. You can have a monthly support contract or we also offer a PAYG system.

If you have a site hosted by us, your web hosting fee covers your email and server/network issues; however, if you need any work doing on your web site then this is not covered.

We offer two options for web site support: a monthly support contract which revolves around an agreed monthly fee which covers a certain number of hours support during a month, and a PAYG support hours option whereby clients can buy one or more hours’ support which are then used in 15 minute units. Currently we only offer web site support via one or other of these routes.

All support is run via our support ticket system. Each support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. You create a ticket simply by emailing our support address, and you can monitor your tickets by visiting the support site.

We provide each client with an online timesheet where you can monitor the hours worked and the hours you still have available. This is worked in conjunction with the support ticket system.

 

Monthly support contract

We agree with you a certain number of hours per month. 50% of any unused time in a month can be rolled over for use in the subsequent month (but not subsequent to that). There is a minimum agreement of 3 hours/month.

Support contract hours are charged at a discounted hourly rate, and any additional hours worked above and beyond those available are charged at this same rate. Support contract charges are in advance, with additional hours charged with the next period (all + IVA and with IRS retention if applicable).

If you wish, support hours can also be used for new development.

A sample support contract is shown below.

 

PAYG support hours

You purchase one or more hours support in advance, which are then used in 15 minute units. Costs are at our standard hourly rate for purchases of 1 – 3 hours, and at a discounted rate for 4 hours and above. PAYG support hours are valid for use for 3 months from the date of purchase, after which time they expire.

If you wish, support hours can also be used for new development.

 

Monthly Support Contract (SAMPLE)

 

Client: Your Company Lda

Supplier: Dynafish

 

  1. Dynafish undertake to provide to the Client x hours support per month for an agreed fee of €xxx, payable in advance.
  1. Any hours worked above this will be chargeable at €xx per hour, and billed at the end of the month.
  1. Charging will be based on 15 minute units.
  1. If the support work done in a month is less than the agreed hours, 50% of that remaining time will be rolled for use in the next month only.
  1. Support hours may also be used for development.
  1. The Client may contact Dynafish at any time to request support, via email to support@dynafish.net, by SMS or voice call to a number that Dynafish will supply.
  1. Dynafish undertake to take any required action as soon as is practicable.
  1. The sites covered are yoursite.com and yourdomain.com and their respective back office systems.
  1. Notice for termination of this agreement may given by either party at any time. The contract will terminate at the end of the month in which notice is given
  1. This agreement is subject to Dynafish Terms and Conditions.

 

 

Name: ……………………………..

 

Signed: ……………………………..

 

Date:   ……………………………..     on behalf of Dynafish

 

 

Name: ……………………………..

 

Signed: ……………………………..

 

Date:   ……………………………..   on behalf of the Client