* Prices are in AUD and exclusive of 10% GST.
** Blocks are prepaid and need to be settled before work commences. Monthly subscriptions have a minimum of 6 month commitment.
*** An interaction is a response to a case. A single Case may consume all allowable interactions for a year. Once the free allowance of interactions is used, organisations will need to subscribe to one of the Premium or Advantage support blocks.
All support plan notes
Support is only available for the latest released pushed to customer sites or newer. You can always upgrade to the latest version if needed help. Note, Assistance to upgrade is available Premium, Premium+ and Advantage plans
If you require an emergency patch release, then please contact us for pricing
If you require new features to be added to the package, then please contact us for pricing.
Support is NOT available if there are any outstanding invoices to AAkonsult Pty Ltd
Pricing is in AUD and excludes 10% GST.
Included with Basic Support
Questions and answers related to Payments2US product for items that you believe are not working or not able to get working.
Help with further clarification on details from online knowledge base.
Via webform or email
Excluded with Basic Support
Questions related to configuring of Payments2Us for your specific use case or requirements.
Salesforce general questions and Non-profit Success Pack (NPSP) general questions. For example, Basic Support does not include general Salesforce questions such as reporting writing, creating your own workflows, adding custom fields. Nor does it include questions on the NPSP such as donation totals, Affiliations or NPSP Settings.
Apex Code or Triggers against any Payments2Us objects invalidates support related to that area in Payments2US
Process Builders or flows setup against any Payments2Us objects invalidates support related to that area in Payments2US
Country and State Picklists enabled
Duplicate Rules that impact any of the objects used by Payments2Us
3rd Party Apps that are setup against the Payments2Us Objects or Objects maintained by Payments2Us. This includes Declarative Lookup Rollup Helper.
Custom Validation rules that have been added to your instance of Salesforce, regardless of these being against a Payments2Us object or standard Salesforce object.
Escalation requests are not covered. This includes marking emails as urgent or placing the word URGENT in the subject. All customers on Basic Support are treated on a first come, first served basis.
For Payment Gateway related questions, we provide first level of support for Payment Express. If needed, we will escalate and manage the process with Windcave until resolution. For other gateway types you will need to contact the Payment Gateway Providers support desk directly.
Basic Support response times
5 Business days via email. A business day is 9am till 5pm Monday to Friday and is based on Melbourne Australia time/working days.
Ad-hoc Support premium requests
For organisations that have not purchased support block, but either call in or mark a support case as urgent then the following pricing applies.
$300 per hour, minimum of 1 hour. Time is rounded up to the nearest hour.
If after hours, this will be a minimum of 2.0 hours and subject to consulting availability. Office hours are 9am to 5:30pm Monday to Friday AEST (Victoria, Australia)
Premium and Advantage usage notes
Each Email reply consumes a minimum of 15 minutes. Phone calls consume a minimum of 60 minutes. Urgent requests, consume a minimum of 2 hours. Urgent requests are emails marked as urgent, the word urgent or asap mentioned in email bodies or unscheduled phone calls.
For organisations on Premium or Premium Plus and have requests that are going to use more than their allocated hours for the month and wish to continue within the current month, then each hour is charged at $220/hour
Response SLA*
We will and often do answer questions within the allocated time. For carrying out specific tasks, we will provide a response within the allocated time and schedule a time within the next 5 business days to perform non-urgent tasks, or as soon as a slot is available for confirmed urgent tasks.
For phone call appointments, please book these via email first. This way, we can schedule this in with your allocated support person, consultant or product area specialist. Unscheduled calls are treated in the same way as urgent requests.
