Support Credits

Support Credits

enflexion provides basic telephone and email support for customers using the enflexion web hosting platform.  The basic support which is free is limited to:

  • Basic Questions Regarding How to use Sliced Bread;
  • eMail set up queries;

All other requests for support maintenance, upgrades etc will incur a support credit cost.

For all other support requirements and for clients who are not on the enflexion web hosting platform, clients may purchase support credits which are $165 per credit  inclusive of GST.

Credits are charged in 15 minute increments

Zone One

1 Credit

Tasks that can be scheduled (but do not require immediate scheduling) between the hours of 8:30 AM to 5:30 PM Monday to Friday Australian EST. excluding public holidays.

Zone Two

1.5 Credits

Tasks that can be scheduled (but do not require immediate scheduling) between Weekday evenings between 5:30 PM – 7:30 PM Australian EST, excluding Public Holidays

Zone Three

2 Credits

All other times

Emergency

Twice the credit rates applicable above

Tasks that require immediate scheduling.

So for Zone 1, 1 hour would equal 1 credit.

For example if we performed 10 hours of scheduled work in a month in Zone 1 times,  that would be 10 credits.  If there was an emergency required for 2 hours this would be 4 credits during zone one, 6 credits during Zone Two and 8 credits at all other times.

Terms and Conditions of Credits

  • Credits are valid for one year after purchase
  • Credits are not transferable to another entity;
  • Credits must be pre-purchased and paid for in full BEFORE support is provided;
  • Support Credit payments can only be made online through our Support Credit Management Solution;
  • enflexion will estimate how long a support task may take before commencement and may at their discretion ask for payment for additional credits before starting work.
  • Support times will be itemized and sent to the client on a monthly basis while they have active credits.
  • Unused support credits may be applied to other enflexion projects for the same entity.
  • The Terms and Conditions are subject to change with 30 days notice being given on the enflexion website www.enflexion.com.au
  • These Terms and Conditions are subject to all other published Terms and Conditions published on www.enflexion.com.au