Supporting our customers is in the DNA of INNO Software. Far too often, we hear stories about web companies that will build the website but then take weeks to respond to questions or disappear completely. We pride ourselves on being your support team so your website can succeed.

Services & Pricing

Please keep in mind - all services are quoted before work has started. You will always know how much an update will cost.

Service
Price
Example Scenarios
Typical Turnaround
Simple e-mail questions
Free
"How to" questions, quotes on new work
Responses within 2 business day (typically same day)
Content production, module configuration, training
$35/hr
Adding new pages, transferring text and images from documents to modules, training calls and webinars
One business week
Skinning and web design
$75/hr
Graphic design, call-to-action design, updating skins, creating new skins and layouts, creating style for specific designs
One business week
Custom module development
$125/hr
Programming DNN modules
Time varies depending on scope of project.
Hourly DNN consulting
$100/hr
When work totaling less than 4 hours is requested on-demand and falls outside of a support agreement, prepaid retainer or fixed-price estimate.
Turnaround time is agreed to upon accepting the request as this rate only applies to work outside of a quote or support agreement.

Service Availability

  • Telephone support (Urgent or Moderate items only – see below for hours of availability)
    • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a voice mail answering service
  • Email support: Monitored 9:00 A.M. PST to 5:00 P.M. PST Monday – Friday, not including statutory holidays.
  • Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
  • Remote Online Assistance (ie: Skype) will be provided in-line with the timescales noted below dependent on the priority of the support request.

Service Levels & Response Times

Service Level Definition Initial Response (email or phone call from Service Provider to Client) Target Resolution
Urgent

The website is completely down, at the server-level

OR

More than 20% of the website’s critical functions due to Client or Service Provider Error within the CMS admin interface or for an unknown reason Website Critical Functions Include:

  • Inability to view/load existing pages that previously had been working
  • Modules breaking that had previously been working
  • Major browser incompatibility issues due to new browser release (ie: Internet Explorer 11, Firefox 19, etc.)

2 hours

During the following hours:
Mon-Friday
9:00am – 5:00pm PST

AND we will attempt to be made available outside of the above-mentioned business hours as best as possible and as often as we can.

Phone
1-888-466-6001
OR 1-888-INNO-001 ext 700

1 working day (24 hour period) During the following hours:

Mon-Friday

9:00am – 5:00pm (PST)

If the incident is unresolved after this time, the procedure is as follows:

  • Service Provider to provide a written explanation of the issue and remediation done over the past 24 hours.
  • Written mitigation proposal to have site running again or site fix
  • Any strategy to restore site from backup and onto another hosting platform – including timeline to do so
  • Once resolved, all URGENT status problems will be documented and copied to the Customer.
Moderate

The moderate/medium status is assigned when a problem does not have a critical impact on system usage and performance and is to be assigned when: Between 1 and 20% of the website’s critical functions / pages are not functioning as they should, due to Client or Service Provider Error or for an unknown reason

4 hours

During the following hours:

Mon-Friday 9:00am – 5:00pm PST

AND we will attempt to be made available outside of the above-mentioned business hours as best as possible and as often as we can.

Phone 1-888-466-6001 only

Email info@innosoftware.net with the subject “SLA-REQUEST: ____”

3 working days (72 hours excluding weekends)

During the following hours: Mon-Friday

9:00am – 5:00pm (PST)

Low

Low status is assigned for all other inquiries including but not limited to technical support & training, requests for service, or informational incidents.

2 working days
During the following hours:

Mon-Friday 9:00am – 5:00pm PST
Email: info@innosoftware.net
with the subject “SLA-REQUEST __”

7 working days

During the following hours:
Mon-Friday
9:00am – 5:00pm PST

Retainer hours never expire. If requested, work is quoted before starting and reports are sent out.