A predefined amount of support hours consumed as needed during the contracted period (e.g. year or quarter). The main difference between consultation and support is the response time and the price of working hours. At consultation, the tasks are agreed in advance and our consultants start working on them in a few days whereas at support they start working on a reported issue in 1 hour, 4 hours, 1 day or 2 days depending on their severity level (urgent, high, medium, low). It logically implies that support hours are more expansive than consulting hours. So you typically buy consulting hours for doing planned tasks and support hours for fixing unexpected problems.
Similarly to consultation on demand, you order a certain amount of consulting hours per year or quarter and get volume discount accordingly. You can consume this amount according to your needs during the given period. In case you experience an problem which is a support issue, you report it electronically (via email and on a dedicated Slack channel) and/or by phone, also classifying its severity level according to the definition in our contract. Our experts receive your request and start working on it within the response time defined for the given severity level in our contract.