Support Packages

Expert assistance with setup, troubleshooting, and ongoing
guidance for maximising Payments2Us.

Prices are in AUD and exclusive of 10% GST.

BASIC
$ 0

Included in your plan

OR

OR

$ 1450

for for block of 8 hours
12 interactions per org per year
Sign Up

    FREE

  • 5 business days response SLA

  • Online knowledge base

  • Email support

  • First level support for Payment Express related questions

  • Quarterly eNewsLetter on new features

  • Access to Payments2Us Usergroup - in person / webinar

  • Lodging of feature requests and notifications should they be accepted and added to the product

PREMIUM
$ 170 190  /

for 1 hour per month

for 1 hour per month

OR

$ 285 315  /

for 2 hours per month

for 2 hours per month

6 month commitment
Sign Up

    EVERYTHING IN BASIC, PLUS

  • 2 business days response SLA

  • Phone/Web

  • Upgrade to latest release and health checks

  • Guidance on non-templated processes in Payments2us / Salesforce / NPSP

  • Configuration changes in your Salesforce instance

  • Non Payments2Us configurations, admin, training, best practice advice

  • 1 Urgent request per 6 month

ADVANTAGE
$ 995 1095

(NFP Rate) for block of 4 hours

For block of 4 hours

OR

$ 1650 1815

(NFP Rate) for block of 8 hours

For block of 8 hours

Valid for 4 month
Sign Up

    FOR ORGANISATIONS THAT NEED BLOCK TIME FOR

  • 2 business days response SLA

  • Phone/Web

  • Project work

  • Configuration

  • Flows/Work flows

  • 1 Urgent request per full block

Compare our plans

BASIC PREMIUM ADVANTAGE
SERVICES
Online knowledge base
Email support
Response SLA 5 business days 2 business days 2 business days
First level support for Payment Express related questions
Quarterly eNewsLetter on new features
Access to Payments2Us Usergroup - in person / webinar
Lodging of feature requests and notifications should they be accepted and added to the product
Phone / Web -
Upgrade to latest release and health checks - 6 months on request
Guidance on non-templated processes in Payments2us / Salesforce / NPSP -
Configuration changes in your Salesforce instance -
Non Payments2Us configurations, admin, training, best practice advice -
Urgent requests included $300/HR one per 6 months one per full block

Frequently asked questions

  • What Does Basic Support Include, and How Does It Compare to Premium and Advantage?

    The Basic Support package is included with every Payments2us subscription and allows for up to 12 interactions* per organisation per year. This package is designed to keep Payments2us affordable for all users, adhering to our Fair Use Policy by limiting the number of interactions. Once your yearly interactions are exhausted, you'll need to purchase a paid support package.

    Basic Support is limited to email assistance only, and we do not make any changes to your Salesforce Org. It focuses on providing guidance to help you understand how Payments2us works, making it a self-service model. We will direct you to relevant Knowledge Base articles to address your queries. For a full list of exclusions, please refer to the question below.

    If you require priority support, assistance with specific customisations, or hands-on help, we recommend upgrading to one of our Paid Support packages—Premium or Advantage—for more comprehensive service and quicker response times as noted in the table above. It is to be noted that Advantage Support package is prepaid and needs to be settled before work commences.

    • Premium Package: Ideal for organisations that rely heavily on Payments2us and need dependable support and quicker response times. Please note that unused hours do not carry over to the next month. For major tasks requiring several hours, purchasing an Advantage Support Block alongside your Premium package is recommended.

    • Advantage Package: Designed for organisations with complex requirements, such as assistance with Process Builders, Workflows, or other Salesforce or Payments2us configurations. It is suitable for those needing ad-hoc support with quicker response times. Note that the Advantage Package is subject to availability, so please contact us before making a purchase.

    * An interaction is a response to a case. A single Case may consume all allowable interactions for a year. Once the free allowance of interactions is exhausted, organisations will need to subscribe to one of the Premium or Advantage support blocks.

  • What is excluded from Basic Support?

    • No Phone Support, Google Meet or Zoom. Emails only

    • Help with configuring Payments2Us for specific use cases.

    • General Salesforce or NPSP questions (e.g., report writing, workflows, NPSP settings).

    • Issues related to custom Apex Code, Triggers, Process Builders, or Flows affecting Payments2Us.

    • Conflicts caused by Country/State Picklists, Duplicate Rules, 3rd Party Apps setup against Payments2us Objects (or objects maintained by Payments2us) including Declarative Lookup Rollup Helper.

    • Custom Validation rules that have been added to your instance of Salesforce, regardless of these being against a Payments2Us object or standard Salesforce object.

    • Escalation requests (e.g., marking emails as urgent) are charged at $300/hr if required.

    • We do not remote into your Org to check customisations

  • What is the minimum commitment for the Premium Package ?

    The Premium Package requires a minimum commitment of 6 months. At the end of this period, the package will automatically renew for another 6 months unless you provide a cancellation notice before the initial term concludes.

    Please note that unused hours do not carry over to the next month.

  • What is the validity period for the Advantage Prepaid blocks ?

    Advantage Prepaid Blocks are valid for 4 months starting from the date we first carry out work for you. For example, if you purchase the package on 1st June 2024 but log your first support request on 28th August 2024, the 4-month validity period will begin on 28th August.

  • How are support activities billed under Premium and Advantage packages ?

    • Email replies: Minimum of 15 minutes.

    • Phone calls: Minimum of 60 minutes.

    • Urgent requests: Minimum of 2 hours will be billed.

    • Additional hours within the same month are charged at $220/hour.

  • How are urgent support requests handled and billed?

    Basic Support: If you mark your email request as urgent (e.g., using the words "urgent" or "ASAP" in the email body) or call in with an urgent request, an additional charge of $300 per hour will be added to your monthly invoice for this ad-hoc support, as it is not included under Basic Support.

    Premium Package: Includes one urgent support request every six months, with a minimum of 1 hour deducted from your package. Additional urgent requests are charged at $220 per hour.

    Advantage Package: Urgent requests deduct a minimum of 2 hours from your prepaid block (4HR or 8HR). If the block hours are fully utilised, additional time is billed at $220 per hour.

  • What is the Standard Response SLA and phone call policy?

    Questions are answered within the SLA time. Non-urgent tasks are scheduled within 5 business days for basic support and 2 business days for Premium and Advantage support.

    A business day is 9am till 5pm Monday to Friday and is based on Melbourne Australia time/working days.

  • How are payment gateway support requests handled?

    We provide first-level support for Windcave and will escalate and manage the process with them until resolution if needed. For other payment gateways, please contact the respective provider's support desk directly.

  • *Some Additional Support Notes*

    • Support is only available for the latest released version or newer. You can always upgrade to the latest version if you need assistance. Support for upgrades is included in the Premium, Premium+, and Advantage packages.

    • For emergency patch releases or new feature requests, please contact us for pricing.

    • Support will not be provided if there are any outstanding invoices to AAkonsult Pty Ltd.

    • Pricing is in AUD and excludes 10% GST.

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