Support Packages

Expert assistance with setup, troubleshooting, and ongoing
guidance for maximising Payments2Us.

Prices are in AUD and exclusive of 10% GST.

BASIC
$ 0

Included in your plan

OR

OR

$ 1450

for for block of 8 hours
12 interactions per org per year
Sign Up

    FREE

  • 5 business days response SLA

  • Online knowledge base

  • Email support

  • First level support for Payment Express related questions

  • Quarterly eNewsLetter on new features

  • Access to Payments2Us Usergroup - in person / webinar

  • Lodging of feature requests and notifications should they be accepted and added to the product

PREMIUM
$ 160 178  /

for 1 hour per month

for 1 hour per month

OR

$ 270 298  /

for 2 hours per month

for 1 hour per month

6 month commitment
Sign Up

    EVERYTHING IN BASIC, PLUS

  • 2 business days response SLA

  • Phone/Web

  • Upgrade to latest release and health checks

  • Guidance on non-templated processes in Payments2us / Salesforce / NPSP

  • Configuration changes in your Salesforce instance

  • Non Payments2Us configurations, admin, training, best practice advice

  • 1 Urgent request per 6 month

ADVANTAGE
$ 945 1045

(NFP Rate) for block of 4 hours

For block of 4 hours

OR

$ 1550 1715

(NFP Rate) for block of 8 hours

For block of 4 hours

Valid for 4 month
Sign Up

    FOR ORGANISATIONS THAT NEED BLOCK TIME FOR

  • Project work

  • Configuration

  • Flows/Work flows

  • 2 business days response SLA

  • 1 Urgent request per full block

Compare our plans

BASIC PREMIUM ADVANTAGE
SERVICES
Online knowledge base
Email support
Response SLA 5 business days 2 business days 2 business days
First level support for Payment Express related questions
Quarterly eNewsLetter on new features
Access to Payments2Us Usergroup - in person / webinar
Lodging of feature requests and notifications should they be accepted and added to the product
Phone / Web -
Upgrade to latest release and health checks - 6 months on request
Guidance on non-templated processes in Payments2us / Salesforce / NPSP -
Configuration changes in your Salesforce instance -
Non Payments2Us configurations, admin, training, best practice advice -
Urgent requests included - one per 6 months one per full block

Frequently asked questions

  • Can I upgrade or downgrade my support package at any time?

    Yes, Payments2Us allows you to upgrade or downgrade your support package at any time. You can adjust your plan based on your organisation’s changing needs, ensuring you have the right level of support as you grow.

  • What is an interaction, and what happens when the free allowance is used?

    An interaction is a response to a support case. A single case may use all allowable interactions for a year. Once the free allowance is exhausted, organisations must subscribe to a premium or advantage support block to continue receiving support.

  • How are payment gateway support requests handled?

    We provide first-level support for Windcave and will escalate and manage the process with them until resolution if needed. For other payment gateways, please contact the respective provider's support desk directly

  • What is excluded from Basic Support?

    •No Phone Support, Google Meet or Zoom. Emails only.
    •Help with configuring Payments2Us for specific use cases.
    •General Salesforce or NPSP questions (e.g., report writing, workflows, NPSP settings).
    •Issues related to custom Apex Code, Triggers, Process Builders, or Flows affecting Payments2Us.
    •Conflicts caused by Country/State Picklists, Duplicate Rules, 3rd Party Apps, or custom Validation Rules.
    •Escalation requests (e.g., marking emails as urgent).
    •We do not remote into your Org to check customisations.

  • How are support activities billed under Premium and Advantage plans?

    •Email replies: Minimum of 15 minutes.
    •Phone calls: Minimum of 60 minutes.
    •Urgent requests: Minimum of 2 hours.
    Additional hours within the same month are charged at $220/hour.

  • How are urgent support requests handled?

    •Basic Support: $300 per hour, with a 1-hour minimum, rounded up to the nearest hour. After-hours requests have a 2-hour minimum and depend on consulting availability.
    •Premium Block: $220 per hour for additional urgent support. Subject to availability.
    •Advantage Block: Deducts 2 hours from your block (4HR or 8HR). If hours are exhausted, additional time is charged at $220 per hour. Subject to availability.

  • What is the Response SLA and phone call policy?

    Questions are answered within the SLA time. Non-urgent tasks are scheduled within 5 business days for basic support and 2 business days for Premium and Advantage support.

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