What is the Customer Support and Success plan?
Our Customer Support and Success plan is an addon plan that offers priority support through:
- Phone support during business hours
- Email support
- On-call after hours support for urgent issues only
You'll also receive a discounted support hourly rate for training, guidance, helpdesk Q&A, and one-on-one or group remote desktop support.
Best of all, your questions get answered faster.
| |
With a support plan addon |
Without |
| Support method |
Phone |
❌ |
| |
Email |
Email |
| |
Helpdesk tickets |
Helpdesk tickets |
Support hours
New Zealand time GMT+12 |
9am to 6pm, Mon to Fri |
9am to 5pm, Mon to Fri |
After hour on-call
After hour charge may apply |
Urgent issues only |
❌ |
| Initial response during business hours |
< 16 hours |
48 hours |
On-site training & support
Auckland area only and charged at hourly rate |
On request |
❌ |
| Extra training, extended support*, or customisations |
Discounted support hourly rates for quoted jobs or support:
NZD $170 + GST per hour
Or, AUD $155 per hour
Or, USD $120 per hour
|
Standard support hourly rates for quoted jobs or support:
NZD $230 + GST per hour
Or, AUD $210 per hour
Or, USD $160 per hour
|
Support hourly rates are effective as of November 2025 and are subject to change without notice.
* Extended support is defined as a period during which a substantially higher volume of enquiries and support calls is required within a given month. This excludes the onboarding/implementation period.
