Support Packages
Prices are in AUD and exclusive of 10% GST.
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
for 1 hour per month
for 1 hour per month
OR
for 2 hours per month
for 1 hour per month
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
(NFP Rate) for block of 4 hours
For block of 4 hours
OR
(NFP Rate) for block of 8 hours
For block of 4 hours
FOR ORGANISATIONS THAT NEED BLOCK TIME FOR
Project work
Configuration
Flows/Work flows
2 business days response SLA
1 Urgent request per full block
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 | |||
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.
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.
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
•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.
•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.
•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.
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.