Support Packages

	Basic	Premium	Advantage
	Included	$ Monthly Subscription	$ Block of hours
Online knowledge base
Online Videos
Email Support@Payments2Us.com
Response SLA*	2 business days	1 Business day	1 Business day
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		six monthly	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		1 per six months	1 per full block
Limits	30 cases / org / year	1 hour/month for Premium 2.5 hours / month for Premium+	Blocks of 4 or 8 hours available
Price**	included	Premium $100/Month $200 Premium+/Month	Blocks of 4 $700 or 8 $1200  hours. Valid for 4 months.

* Prices are in AUD and exclusive of 10% GST.

All support plan notes

• Support is only available for the latest released pushed to customer sites or newer. You can always upgrade to the latest version if needed help. Note, Assistance to upgrade is available Premium, Premium+ and Advantage plans
• If you require an emergency patch release, then please contact us for pricing
• If you require new features to be added to the package, then please contact us for pricing.
• Support is NOT available if there are any outstanding invoices to AAkonsult Pty Ltd
• Pricing is in AUD and excludes 10% GST.

Basic Support

Included with Basic Support

• Questions and answers related to Payments2US product for items that you believe are not working or not able to get working.
• Help with further clarification on details from online knowledge base.
• Via webform or email

Excluded with Basic Support

• Questions related to configuring of Payments2Us for your specific use case or requirements.
• Salesforce general questions and Non-profit Success Pack (NPSP) general questions. For example, Basic Support does not include general Salesforce questions such as reporting writing, creating your own workflows, adding custom fields.  Nor does it include questions on the NPSP such as donation totals, Affiliations or NPSP Settings.
• Apex Code or Triggers against any Payments2Us objects invalidates support related to that area in Payments2US
• Process Builders or flows setup against any Payments2Us objects invalidates support related to that area in Payments2US
• Country and State Picklists enabled
• Duplicate Rules that impact any of the objects used by Payments2Us
• 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 are not covered. This includes marking emails as urgent or placing the word URGENT in the subject.  All customers on Basic Support are treated on a first come, first served basis. 
• For Payment Gateway related questions, we provide first level of support for Payment Express.  If needed, we will escalate and manage the process with Payment Express until resolution.  For other gateway types you will need to contact the Payment Gateway Providers support desk directly.

Basic Support response times

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

Ad-hoc Support premium requests

For organisations that have not purchased support block, but either call in or mark a support case as urgent then the following pricing applies.

• $250 per hour, minimum of 1 hour.  Time is rounded up to the nearest hour.  If the request is asked to be urgently addressed, then there is a minimum of 2 hours.
• If after hours, this will be a minimum of 2.5 hours and subject to consulting availability.  Office hours are 9am to 5:30pm Monday to Friday AEST (Victoria, Australia)

Premium and Advantage usage notes

Email replies consume a minimum of 15 minutes.  Phone calls consume a minimum of 60 minutes.  Urgent requests, consume a minimum of 2 hours.  Urgent requests are emails marked as urgent, the word urgent or asap mentioned in email bodies or unscheduled phone calls.

For organisations on Premium or Premium Plus and have requests that are going to use more than their allocated hours for the month and wish to continue within the current month, then each hour is charged at $200/hour.

Response SLA *

• We will and often do answer questions within the allocated time.  For carrying out specific tasks, we will provide a response within the allocated time and schedule a time within the next 5 business days to perform non-urgent tasks, or as soon as a slot is available for confirmed urgent tasks.
• For phone call appointments, please book these via email first.  This way, we can schedule this in with your allocated support person, consultant or product area specialist.  Unscheduled calls are treated in the same way as urgent requests.