FAQ: Understanding Chargeable Support Requests
Our support team is here to help with day-to-day queries and standard troubleshooting. In some cases, however, an issue requires specialist intervention from our development team (3rd line Dev support). These activities are outside of normal support and will be chargeable at £50 + VAT per hour per request.
Examples of Chargeable Activities
- Data corrections & adjustments – e.g. recalculating holiday balances, correcting staff hours, or bulk data changes.
- Bespoke development or scripts – creating or modifying scripts to resolve site-specific problems.
- Database & system fixes – restoring records or repairing issues caused by third-party integrations.
- Complex troubleshooting – in-depth investigations that require developer involvement.
Standard day-to-day support queries remain free of charge as part of your service.
We’ll always let you know in advance if an activity is chargeable, so you can decide how to proceed.