Support
Ongoing care for the custom platforms and Zoho systems we have built or run with you. Blocks of hours to use across the year as you need them, each under our response-time SLAs. No lock-in, no minimum term, no retainer.
Two tracks
Pick the track that matches the work, then the hours for the year ahead. Larger blocks carry a lower effective hourly rate. Every block is valid for 12 months. All prices exclude GST.
Custom development: Code, Bubble, websites, APIs and integrations.
Covers: Feature work, bug fixes, third-party integrations, data work, performance and reliability fixes, and changes to your websites and custom applications.
Work on your Zoho platform: Desk, CRM, Books, Creator, Flow and the rest of Zoho One.
Covers: Configuration, automation, reports and dashboards, blueprint and workflow changes, module and layout work, integrations between Zoho apps, and troubleshooting.
We can offer Custom Maintenance Plans covering around-the-clock monitoring and development response for critical services. We also offer Not for Profit pricing.
Our service-level commitment
These SLAs set when we begin reviewing your request, not a promise to resolve it within that time. Once we start, we do not sit on it: we work the issue continuously and keep you updated until it is resolved. We assign the severity from the impact you describe, according to the definitions below. You tell us how urgent it is for you, and we take that into account.
Support hours are 9:00am to 6:00pm, Monday to Friday, Australian Eastern Time (AEST/AEDT), excluding NSW public holidays.
After you buy
We invite you, and anyone you nominate, to the Support portal at support.theperceptioncollective.com. It is invite-only, so this is your way in.
We set up your account and get you oriented, so raising a request is straightforward from day one.
Your block of hours is credited to your account and stays valid for 12 months.
Each month you receive a clear statement of hours used and hours remaining.
Yes. Each block is valid for 12 months from purchase. Buy the block that suits how you actually work, and top up whenever you need to.
The time we spend working on your requests. Testing is not counted against your hours. We keep the detail internally and send you a clear monthly statement of hours used and remaining.
Through the Support portal at support.theperceptioncollective.com. Once you are invited, everything runs through the portal, so nothing gets lost in an inbox.
You tell us how urgent it is for you, and we take that into account. We assign the severity from the impact you describe, so the most serious issues are always handled first.
No. The SLA sets when we begin reviewing your request, not a promise to resolve it within that window, and how long a fix takes depends on the issue. That does not mean we sit on our hands: once we start, we work the issue continuously and keep you updated on progress right through to resolution.
None. You buy a block of hours when you need it. There is no retainer, no minimum term and no ongoing commitment.
The smaller blocks can be paid instantly by card at checkout. The larger blocks are purchased by invoice and paid by bank transfer: it keeps fees down on bigger amounts, which we would rather not pass on to you. Contact us and we will send the invoice and set you up.
Choose Development Hours for custom development such as Bubble, code, websites and integrations, and Zoho Hours for work on your Zoho platform. Not sure? Get in touch and we will point you to the right one.
Not sure which block you need? Get in touch and we will point you to the right track.