By choosing Creative Intersection to provide your ongoing support, you can rest assured that a full team of designers and programmers are keeping an eye on your website and are ready to leap into action if anything goes wrong, or if you just want to make some minor changes.

We can help look after your needs on a casual basis, or provide you with a cost-saving* and priority support via our Pre-paid Support agreements.

Below are some of the features of or Pre-paid Support Agreements:

• Pre-paid support gives you a predictable expenditure for support/maintenance services at a rate discounted by 25% to 45% (dependent on number of hours pre-purchase) from our usual casual rate.
• Pre-paid support blocks are payable in advance and expire 1 week after the end of the term they cover (typically 3, 6, or 12 months).
• Our standard hours of operation are 9am-6pm Mon-Fri.
• Our out-of-hours rates are 150% of the chargeable rate (i.e. accumulates at a rate of 1.5 hours per 1 hour of pre-paid support).
• The minimum chargeable block is 15 minutes, however we track each piece of effort to a higher resolution (5 minutes) and log this in the “Rolling Jobs Tally”, which is then reviewed periodically and averaged as necessary.
• Communication can be via email, telephone, or fax – however our preferred method of engagement is via our “CI Issue Tracker”, an online resource through which issues and enhancement requests can be logged and tracked to completion by our development team and your own staff.
• Turnaround time for any given issue is dictated by the nature of the issue in question, but is generally subject to our internal scheduling and resource management. We aim to negotiate a desired/preferred turnaround-time for each engagement prior to commencement.
• Larger blocks of effort are preferably dealt with as a “new project”, and are subject to formal proposals and cost estimates as necessary.

1. Reporting Period:  The frequency with which we report to you a summary of work performed to date, and the amount taken. Usually, this is monthly for 3 month and quarterly for 6/12 month pre-paid support.
2. On-call reporting: At any time, you can request a current report per above.
3. Effort limiting:  Defined as the largest block of effort for which you do not need to provide formal, written approval. This is generally set to 4 hours (i.e. any work you require that is likely to take more than 4 hours to complete must receive written authorisation prior to commencement).