Service Support Retainer Tiers
SSRs are one of the ways we offer our clients to engage, especially if they are uncertain about how much support they need. SSRs guarantee an allocation of hours to be used at the client’s discretion, and are available in four different tiers.
The summary terms and tier structures are outlined in the table below.
Roll Over Hours Policy
Hours not used within the Period of Performance will be forfeited or may be rolled over for another period if an equivalent or greater tier is purchased. For Example:
Tier 2 is purchased and only 40 hours are used during the Period of Performance. You may purchase another 80 hours (Tier 2) up front and have access to 120 hours to be used within the following 3 months; or you may purchase 160 hours (Tier 3) up front and have access to to 200 hours to be used within the following 6 months.
Flexibility
As we’ve indicated, we are Agile at the core, so we will inspect, adapt and work with our clients to identify or build a tier that fits their needs.
SSR Agreement
Allows for a flexible and easy way for clients to reserve a block of hours, which can be used any time during the period of performance.
Period of Performance (PoP)
Specifies the time period within which the service hours must be used (have a look at our Roll Over Hours Policy for more details). Each tier has a different period of performance.
Discounts
The higher the SSR tier purchased, the greater the discount. All discounts are applied to our standard rates.
TIER 1
1 InquireStandard Hourly Rate
-
- No Hours Commitment
- 12 Month PoP
- No Up Front Payment
- Rollover Hours Not Applicable
TIER 2
10%Discount
- 80 Hour Commitment
- 3 Month PoP
- Payment Up Front
- Rollover Hours Allowed
TIER 3
15%Discount
- 160 Hour Commitment
- 6 Month PoP
- Payment Up Front
- Rollover Hours Allowed
TIER 4
25%Discount
- 480+ Hour Commitment
- 12 Month PoP
- Payment Up Front
- Rollover Hours Allowed
1 Give us a call and we’ll be happy to discuss our standard hourly rate.