Your designer’s clock is not the only one to watch during the site development phase.
I won’t kid you, sometimes long site development time is the fault of the designer. He or she could just be a slow worker, perhaps over-booked their work, gotten sick or (sigh …) doesn’t have good business, timing or customer service skills. The possibilities are endless with some reasons being totally warranted and understandable while other reasons not.
Can the Client be Blamed for Slow Development?
Actually … yes. Much depends on the client as well. One thing designers can’t stress enough is that in order to have your site completed in the shortest possible time frame, have your content ready before contacting a designer.
Once the initial layout is approved, and the content is received, in most cases things can move along rather quickly. Other than the usual steps to completion which at times can be delayed for one reason or another, one of the most common issues web designers run into is not receiving the site content in a timely fashion.
Your content is your most important asset and site development can come to a screeching halt without it. Your accountant can’t do your taxes without your documents, your website designer can’t complete your web site without your content. Another common problem is not receiving prompt responses from the client when we contact you with questions or needs. You may have hired us to create your website, but we can’t do it alone. Your timely cooperation is without a doubt, one of a web designers most essential tools to success!
How Can it be My Fault? Keep in mind, this is your site being developed. If it isn’t going up fast enough to suit you, definitely and politely inquire of your designer, but before you do, consider the entire picture. Your designer isn’t doing this site totally on their own. We need you, your input and your consistent cooperation! With good client cooperation a rough estimate to live date averages 8-12 weeks depending on the site.
The time frame to completion is dependent upon the size of the site, what features you’ve requested, how involved it may be, how much the design is micromanaged and any number of other factors including circumstances the designer has absolutely no control over. This time frame most often includes the proposal and contract preparation phase, client review (which sometimes involves consulting with committees) and signatures.
This is another area that we run into difficulties with. Many people are understandably, in a big hurry to get started. Why when we send them their contract, does it take several weeks or even months to get it back, signed and ready to go? I honestly have no idea. Giving us what we need to do your job in a timely fashion will absolutely speed up the process. The timing in which your designer receives your signed contract and when he or she can begin your site is in most cases, directly related to the workload the designer has at the time of receipt.
Many designers schedule projects on a “first come first served” basis. At the time of your initial contact your designer may not be as busy as they are when they receive your contract or vice-versa. Most web designers want to complete your site just as quickly (if not faster) as you!
Some of us juggle several sites at one time. Since no two sites are alike this is not an easy task sometimes. Different coding, different scripts, different needs all can potentially work against us and the clock can be our worst enemy. It’s absolutely helpful if your cooperation allows us to move through your site work in a way that we don’t have to stop your work because we can’t go any further and jump in and out of another client’s work like a yo-yo.
We are serious about our work and about pleasing you. We do realize you’re paying us your hard earned money, which by the way we appreciate more than we can ever tell you! The last thing we want is to disappoint you.
I hate to answer a question with a question but to put in perspective let me ask you how much does a car cost?
Of course its an impossible question to accurately answer, you dont have enough information. What make and model of car, optional extras, engine size? All this information is required before you can find an accurate price, its the same with web design.
But I know everyone likes some idea of cost so just to give you a rough idea of the prices PlanB have charged for various projects here is a range of prices covering a basic few page brochure site setup on a stock template (around €220) through to a very complex eCommerce Interactive High Traffic site (€9,750). So as you can see theres a HUGE difference but 75%+ of our sites fall within the €1000 - €2000 range. BUT (and it is a BIG BUT), remember that our service is far more than just making a website, we also provide the basic SEO services and carry out search engine submissions, basic optimisation and give 3 months fully comprehensive support so if you are shopping around then compare apples with apples and you will find that PlanB offers the best value for money website design services you will find.
We're friendly and wont bite so please get in touch today with a brief idea of what you want and we can have an informal chat to see if we can help.
There are many aspects to consider when pricing out a project, but the main one is time. PlanB will listen to you (the prospective client) explain the website of your dreams and from there we will base the price around what was discussed.
Some things that will increase the price are, the time frame in which the project is to be completed, support, consultation, or detouring from the original scope of work. Other factors that go into creating a price quote for web services are the amount of resources, experience, and knowledge of the professional(s).
The more value that can be offered the higher the price quote will be. Solutions such as templates, website builders, or other out of the box services can be priced fairly cheap due to the lack of customization.
Not at all, with todays communications using voice, video and sharing systems we can effectively have "face to face" meetings whenever we want,
PlanB are an established Limited Company (since 2005) so theres no need to worry about us closing down or running away. 90% of our clients arent in the same city as us, over 50% arent even in the same country and yet our online meetings and creative sessions are probably more productive that if we were in the same office!
If I only had $1 for each time Ive heard this! Im sure you can find a friend or friend of a friend who can use a free website building tool, or knows their way round dreamweaver a bit. Im sure I could teach my dog how to make a semi-presentable website given a few hours training (but he is an intelligent dog :) ).
Your website is your shopfront to the world, if your company has a physical shopfront you need to put 100 times more effort into your virtual shopfront as many many more people will be seeing it, so in peoples minds, your website reflects your professionalism and commitment.
One word of warning, most people can tell at a glance which sites are "home made" and which are professionally designed (especially Google!), bear this in mind! Also ask your friend if they will develop and submit a dynamic xml sitemap to google, yahoo and bing, submit your website with optimised graphics and SEF Urls, relevant meta data and provide you with an easy to use admin interface so you can update it when you want?
I wont labour the point, if you know the value of professional help you wouldnt be reading this, if you dont then Ill leave you with the famous words of Mr Red Adair :-
"If you think its expensive to hire a professional to do the job, wait till you hire an amateur"
There are many web sites on the Internet which promote this philosophy and they’ll even provide you with the tools to perform the task. Some offer these tools free or at low cost, particularly if you host your site with them. There are free or inexpensive web design and graphics programs available to help create your own web site.
So, why shouldn’t you? They make it sound so easy! Think of the money you’d save! I truly believe that you should have the ability and the right to make informed decisions. So, I’m going to tell you some things that you really do need to consider before jumping into the do-it-yourself adventure of designing your own web site. I’m not trying to talk you out of doing it yourself nor am I trying to talk you into having PlanB develop your web site. That decision is totally up to you. I’m simply providing you with some up front, no punches pulled information so that you can make your own decision on an informed basis.
It’s a lengthy explanation, and some people have told me it’s got a negative tone to it. I agree but yet I don’t. I’ve seen to many people step into creating their own web sites only to watch them fail. I don’t like to see that happen, I prefer to see people succeed. Why do they fail? I feel it’s because they’re uneducated in the field. What you don’t know can hurt you in this business.
I decided to tell it like it is so that unsuspecting folks like you can get an eyeful of just a part of what it takes to create a web site that has a glimmer of hope of being successful. To many people jump before they look so I’m going to give you some food-for-thought before you go stepping foot inside that web site you’re dreaming about.
Painting, Plumbing & Legal Eagles
Let’s say you painted a picture, does this make you an artist? You managed to fix the leaky drain under your sink, does this make you a plumber? You got your ticket reduced or dismissed in traffic court, does this make you a lawyer or a judge? Unless you already hold the job titles described above, the answer to all three questions is “no!”
Being able to paint a picture, fix a leaky drain or a traffic ticket does not make you an artist, a plumber, a lawyer or a judge. Just as there are many facets to each of these job descriptions, there are just as many aspects to successful web site development with the emphasis on successful. Is it as Easy as it Sounds? I’ve heard it said many a time “any idiot can make a web site” and I just chuckle. These people have absolutely no idea what it really takes to do the job and do it well or they wouldn’t be running off at the mouth.
But the good news is that yes, anyone can design their own web site. Will it look professional? Chances are slim and next to none unless you use a pre-designed template or you have graphic and layout skills. Does using a pre-designed template guarantee you a successful web site? Absolutely not. Will it perform properly? Success on the Internet is not based on how your site looks, in fact how it looks is secondary to how it performs. Will you save money by doing it yourself? Well, that remains to be seen …
Web Site Performance & Functionality
How your web site performs is a key ingredient to your site and business success. It’s definitely important that your site look professional. To be very honest with you, if I go to a web site that appears to be home-made, I’m likely not going to purchase the product and I’m probably not even going to re-visit it. I’m going to click over to a site that cares enough about it’s product(s) and it’s business image to display itself to the world in a professional manner and I’ll make my purchase there.
Enough on the site look, again that’s secondary to site performance anyway. Most do-it-yourself websites do not perform as well as they could. Why not? Because the developer simply does not know enough about website performance to know the difference between good and poor functionality. When I hit a site that doesn’t perform like it could (and should!) I can only think how much better for the business it would be if it was displayed in a professional manner and performed properly.
I’m not the only web surfer who feels this way. Your business is very important to you and the impression site visitors get from your web site can have a significant impact on your business. Let’s take a look at a few of the things that experienced web designers deal with every day for every site they develop. The list below is basic and does not cover everything you need to be aware of. Be honest with yourself when reviewing them before making that all important decision to venture into developing your web site on your own.
Do You REALLY Save Money?
Web sites that promote the do-it-yourself web site philosophy are there to make money … for them not you!
They have all these great looking templates so you can have that professional look without spending all that money on design programs or hiring a professional web designer. True, yes … but …
A good coding program costs about $500, a good graphics design program costs $300 or more and if you want the really good ones you’re talking $600 or more. You like FLASH? That’s and easy $500. To top it off, many of these programs now come only as a “suite” now so you not only purchase what you think you’ll use but you pay for what you’ll never use as well. Then there’s all the little add-on programs you’ll need to compliment your web design arsenal. Ohhhh, you thought these expensive web design programs have absolutely everything you’ll need?
They may tell you they do, but they either don’t or if they do, figuring out how to use them is a whole ‘nother adventure. Just to get started you can plan on at least a $1,500.00 cash outlay and don’t even for one minute think that you’re done there. The list of helper programs is endless as can be the costs which can nickle and dime you to death! On the other hand, you could have just spent this money on hiring an experienced web page designer who already has the tools, resources and knowledge to develop your site for you and so in the end you’ll save money!
Hiring a professional web designer will most certainly save you precious time that you could be putting into other aspects of your business and what about your personal life? Can it handle you sitting at the computer for weeks on end instead of being part of your family’s life? Who’s going to be the one to tell your kindergartner you have to miss their starring role in the class play because you have to get your web site done? Are you going to be able to look in those soulful, lonely big brown eyes of your best furry friend and not feel guilty you can’t take him for a walk againtoday? Oh yah, I forgot to tell ya … this little thing called web design can be addictive!
Are You Being Objective? Let’s say you just created your own web site and in your eyes it’s a “work of art.” You’re are all jazzed up about what you’ve just created. That’s what usually happens to first time web page designers. It happened to me and to every other designer who I’ve ever talked with about it. In whose opinion is it a great work of art? Be honest now … you are the only one to have seen this unless you’ve shared it with a trusted friend or family member. If you’ve shared, are these people going to be honest with you and tell you where they think you could improve or are they going to tell you “oh that’s so cool!” and then turn and walk away shaking their heads thinking “man, that’s the ugliest thing I’ve ever seen!” but because they love you and know how proud you are of your “new baby” they don’t want to hurt your feelings or crush your high spirits into a bazillion pieces of meat loaf crumbles.
Hey, that’s what friends are for! To be very honest with you, I’ve come across some web sites that boast faces only a Mother could love, but I most certainly can’t tell the creator this! How a web site looks is most defnitely a matter of taste. What’s breathtaking to one, may be nothing more than an eyesore to someone else. Unless you’ve gone to art school, have had some design training or are one of the lucky ones who were gifted with naturally artistic talents, you need to be totally and absolutely objective about how your web site looks.
You need tough skin and be able to take criticism if someone happens to not be as crazy about your art work as you are.
Differences in Browser Rendering
Did you know there is more than one browser available to use and that people do use different browsers? Believe it or not, the entire world does not use what comes pre-installed on their computer! Even if they did, depending upon how old their computer is, if they haven’t upgraded the browser it could be a much older version than what you or the next person uses. So what’s the big deal here? Check it out sometime, hit a few web sites with an older browser, then if you don’t have a newer one yourself, next time your at your friend’s house or if you can do this at work, hit the same web sites using a computer that has a newer browser.
What’s even more of a kick, is viewing websites on a PC and then viewing them on a Mac or vice-versa. What looks one way in one version of Internet Explorer can and does quite often look totally different (and many times totally messed up) in another version of the same browser brand and even more different in say Firefox, Chrome, Netscape, Opera or other browsers and that’s just for PC users.
What about the Mac users out there? What are they seeing? In most cases – believe me, it’s not at all what you’re seeing! In order to make sure your web site looks good in all of these platforms, are you prepared to install all these other browsers and various browser versions and then run out and purchase a Mac so you can see what happens to your web site depending on the browser and OS your visitors are using?
Just how much time and money do you have to devote to your do-it-yourself web site project? While you’re doing all of this, what’s happening with your business? I could go on and on but I don’t think that’s necessary at this point. Ask yourself how much time and money are you willing to invest in your do-it-yourself web site project? How important is it to you to have your web site be as successful as it can be?
One should never rely solely on their web site for their business success, but a good web site has the potential to help you become more successful. A bad website can’t.
“Can I?” vs. “Should I?”
Yes, you can develop your own web site but a more important question to ask yourself is should you develop your own web site?
When you hire a professional web designer, you not only hire someone who’s already got the means to develop a site for you which includes the professional look and the working functionality – but you hire that designer’s knowledge and experience as well.
A professional web designer does not rely solely on their own eyes alone to judge the look of a site – they get objective opinions from other professionals who are not afraid to tell them where they can improve your site. I’ve had a number of clients who originally designed their own web site and found that it’s not doing what they’d hoped for and have come to me to fix it. These people put quite a bit of time, hard work and money into designing their own site, watching it fail until sadly … they give up.
I look at it this way, you can either spend your money on a good web designer now and get your site up with the potential for success and making money – or you can do it yourself now and then pay a good designer later to redo what’s not working for you. The choice is yours.
Will everyone who does it themselves fail?
Absolutely not! But the cards are stacked against you if you have dreams of becoming an overnight online success. Even the best designer cannot do that for you. Can you learn? Of course! Just be prepared to spend the time and money (and a whole lotta sweat and tears) to get yourself from know-nothing to being educated enough to pull it off successfully. If you can do that, go for it! If you decide that this is more of an undertaking than you want to deal with, hire a professional web designer, put your time and efforts into your business and into what you know – while we do what we know to help make it work for you!
Web designers work with a variety of people anywhere and everywhere in the world. No different than any other workplace, people are people and life happens. Personality conflicts, the old “ya can’t please all the people all the time” and in general life’s happenings sometimes cause friction or other problems.
I wanted to find out what kinds of issues in general other web designers have with their clients, so I asked a large group of them to anonymously give me one or more of the issues they deal with that seem to cause the most problems or crop up most frequently. Listed in no particular order is their feedback:
If you’re like many people when you finally make the decision that you want a web site or that you want your existing web site redone … you want it now! So, grab a cup of coffee and let’s explore what’s involved to give you some idea of what your web site adventure will entail and learn how you can have the power to make it happen with the least amount of time, effort and cash layout.
This may be your first web site adventure. Those that haven’t “been there and done that” aren’t truly prepared for all that’s involved and may be surprised to learn that a good web site isn’t an overnight event. Whether you’ve been through the process before or not, there are things to be learned for all here.
Why Do *I* Need to Prepare? You’re the designer, aren’t you the one that needs to get prepared?
In a word — no! We’re already prepared, we do this work every day. Not to say something won’t come along that we need to research or learn more about. However, the client in many cases, is stepping into unknown territory. In order to do your shopping most people make a shopping list. The same principle applies to developing a web site. You need to know what products you’re going to pick off the shelf before you can check out.
Responsible designers as a whole want to do a good job for you. Isn’t that what you pay us to do? Most will go out of their way to accomplish this. The best way to get what you pay for is for you to be prepared.
What’s With All the Questions?
If you contact a web designer before being as prepared as you possibly can, you (and the designer!) may become frustrated with all the questions we have to ask. This generally results in a back and forth “20 Questions” (sometimes 40 or 50 questions!) discussion between you and the designer while the designer tries to determine exactly what it is that you’re after for a final outcome.
Think of it this way … you’ve hired us, you’re paying us … we want to give you a web site that you like and that works for you and your business. We simply cannot do this with a simplistic “I want a web site with a shopping cart”description from you. We don’t know you, we don’t know your likes and dislikes, we don’t know your business. It’s our job to create a web site for you that you’ll be pleased with and that functions the way you need it to. We don’t have crystal balls, so we have to ask questions. If we didn’t ask all these questions, there’s a tremendous possibility that you’ll not be happy with the end result. If you’re prepared, this process can be shortened tremendously.
I’ve found that what goes into developing a successful web site is quite often much more than the client might ever imagine. Web sites do not grow on trees, nor are they properly put together in an overnight session at one of those “do-it-yourself” web site making place or by using an “out of the box” software program. Yes, you can get a web site that way, but it takes more work than you may realize to develop a good web site. This work is notjust on the part of the designer either! That’s right — it also takes your participation and plenty of it! The better the participation on the part of the client, the faster and more efficiently your web site will become reality.
A designer puts in many hours in every phase of the development process. In some cases there are significant hours expended that you’ll never know about nor be billed for. I’ll briefly go over some of the steps it takes to bring a web site to life. This by no means is a complete description but more the “Reader’s Digest condensed version”. When reviewing these steps, keep in mind each designer has their own way of doing things. These steps are not set in stone for every designer but instead, a generalized overview some of the more common steps or phases of the design process.
We must first perform what I call “pre-site research and preparation.” This is where your designer attempts to determine “what do you want in a web site?” and what is it going to take to get you there.
This step is necessary to develop your estimate and proposal. In order to make this phase as quick and painless as possible, many designers use a questionnaire or planner of some type. The more thorough you are, the more you know about what you really want, the quicker this phase will go. The Proposal Phase If you need a proposal vs. just a simple estimate, we prepare one which outlines the project specifications, project scope and the cost. Most, if not all designers, have proposals and contracts on hand that they edit on a per-job basis to meet each site’s individual needs.
For the average site and a prepared client whose web site is a priority with them, this doesn’t usually take too long. If a client is truly ready to begin, they’ve been able to portray to the designer what their goals are and are eager to sign and return the documents. If a client isn’t ready or if their web site is not a priority, this process takes much longer. I’ve found that many client’s tend to ignore deadlines which may be spelled out in the proposal or contract. This can wind up costing you more money as some designers may offer a discount for proposals or contracts returned prior to a written deadline. If you wait too long you chance an increase in the designer’s rates and miss out on one way to help keep your costs down.
The Design Phase
Once these documents are received your site will go into what’s commonly known as the design demo (or mock-up) phase which is where your designer will create a design and send it to you for your approval. A demo is generally one page and non-functional and shows you what your site will look like. Speak up now if you want changes.
There are numerous ways in which designers allow for changes to the demo. There is generally a limit as to how many and what kinds of changes can be made before additional cost is incurred. If you were successfully able to give the designer what they needed, the demo probably looks pretty much how you envisioned it and there probably won’t be too many changes.
Upon approval the next step is to set up the database or install the CMS (if your site will be using either of these). Once that’s complete it’s then time to create the pages and to begin inputting content and the list goes on. If your site will not be database driven we will jump to the page creation and content input. You as the client, should be required to preview every page of the site in progress. The client is responsible for checking everything! After all, you know your business best. This stage of development can become a costly affair if you are not ready with your text content.
If your designer has to continuously edit and re-edit the content, your bill will add up fast!
The Take It Live Phase!
When all of the following criteria has been met … The look and feel is what you want … The pages are in place … The text content has been added and edited to perfection … Most of the bugs have been worked out — and there will be bugs! … The site look and pages have the client’s stamp of approval … Pre-live testing has been completed … It’s then time to take it live — where there may be even more bugs!
This can be a smooth transition, a nightmare for any number of reasons or fall somewhere in the middle. There is no way to tell until the site is actually live because the server it’s going on may cause some bugs to crawl out of the woodwork. There always seems to be those last little details that need attention or that for any number of reasons, perhaps can’t be handled until the site is actually live.
A good designer will do everything in their power to make the transition go as smoothly as possible. But … not only are we only human … we are dealing with a huge world wide network of machines that we have absolutely no control over. A glitch in the works should be expected. If it doesn’t — it’s a bonus!
There are things you yourself may need to participate in when going live such as form testing, reviewing, checking pages and more. One of the big things is if you’re switching registrars or hosting companies. To accomplish a successful live site, quite often your designer will need login information to various places that you yourself or someone else may have previously set up. If you don’t have these handy it can delay your site live date for a little while or way too long. Your designer will be thinking ahead for this and may have asked you previously for this or other information. Don’t wait until it’s time to let the world see your new site to get this information to them. It will only delay things.Good communication and cooperation is essential.
The Art of Communication
The bottom line is that there is quite a bit of communication that needs to happen between you and your designer. Most designers I know either keep their eMail open the entire time they are working or they set aside several times a day to check it and respond. Now, that doesn’t mean you’re going to get an instant reply as designers must prioritize things if we’re going to get any work done!
What it does mean is that our clients and their web sites are a priority with us. Reasonable and timely communication between you and your designer is absolutely essential to develop your web site within a sensible, realistic time frame. If you are one to check your eMail on an infrequent basis or you are not prompt to respond to your designer’s inquiries, this is definitely a habit you need to change if you want to see your site progress in a timely fashion.
If you currently fall into this category, eventually what may happen is that your site will go on the back burner and your designer will “get to it when we get to it”. If we’re waiting long periods of time for you to respond to our needs to complete your web site, you can’t blame us if we’re not likely to be in a big hurry to get the job done.
Is Your Website a Priority for You?
Most people lead busy lives. It takes time and effort on your part to venture into a web site. To be quite honest with you, if you are not ready to make your web site a priority, you’re not ready for a web site. A designer may have any number of ongoing projects at any given time.Clients that consider their web site a priority and communicate with their designer on a regular basis are those that get the priority work time. It pretty much boils down to the cold hard fact that if you are ready for a web site, then you are ready to put in the time and effort it takes to get it done.
If your site is not a priority with you — is there some reason it should be a priority with your designer? If your site is not progressing the way you wish it would, take a look at your participation (or lack of!) before you complain to your designer.
I’m not saying you won’t find a lemon in the designer’s basket because like anything else, they’re out there, but unless you have looked at your own participation — don’t immediately and automatically blame the designer if things aren’t going as fast as you’d like them to.
PlanB dont charge for an initial consultation or proposal and require a standard 50/50 payment plan with 50% of the project total due up front and the remainder at the end of the project.
All invoices and service details are available through your account that will be setup on our account management system so you can logon and access any details at any time and even pay by credit card. If there is any work during development that falls outside of the scope of the agreed project it will normally be charged at our hourly rate, an "out of scope" task list is prepared in your Project Management System to keep track of any out of scope (oos) task and time spent on tasks.
Monthly or Annual fees usually occur with web hosting packages or if you agree to some type of maintenance plan.
planb use Paypal.com for its online payment system and credit card payment processor, this provides a 128bit secure and insured payment platform, we can also accept EFT (Electronic Funds Transfer) via IBAN number direct to our bank account.
Your support time can be used for consultation, or for any of our services. Current clients use contract time for tasks such as; content updating, adding new pages, or telephone support and consultancy.
First of all we would never simply walk away when a site is finished, very often that's when you need your designer the most, PlanB understand this and thats why we include 3 Months Comprehensive Support.
The first few months usually iron out any potential user bugs or polishing that needs doing, we provide reasonable design and graphic design changes on your site, changing the layout and reasonable additions and after 3 months of your site being live you can pretty sure its as you want it and all training of any relevant staff has been finished.
If you want PlanB to provide support beyond the first three Months then we have 2 packages depending on how much you want us to so. The NORMAL SUPPORT PACKAGE provides non urgent support on all issues, we backup your website, do all the CPanel operations for you such as setting up Email addresses, FTP accounts, Server space monitoring, cache cleaning etc.
Or we provide a PRIORITY SUPPORT PACKAGE that offers a 24Hour MAXIMUM response time, usually help is IMMEDIATE. This package provides support for those companies that need regular changes and edits and want to make sure in any emergency their site is secured, backup up and with our 6 Hour disaster recovery promise you'll be back up and running quickly.
We can also provide CONTENT SUPPORT so if you need someone to regularly update the content on your site then please GET IN TOUCH and after an initial fact find we can give you a personalised quote for your requirements.
Experience and specialist knowledge means we work quickly and efficiently. As a rough guide, text changes on an existing web page might take between 5 and 10 minutes, adding a new page to your site might take around 30 minutes.
When you sign up, we will assign you an Account Manager, who will look after you. You can give new support requests to your Account Manager via phone or by email. Our office hours are 9am to 5pm, Monday to Friday.
If you use more than your contracted hours in a particular month, any further support requirements will be quoted for separately at our standard rate (€40 per hour). We will advise you before you go over the allotted hours and ensure that we get the go-ahead from you before carrying out any work that will incur additional costs.
If you do not use all your support hours in a particular month you can 'carry forward' half of the remaining unused support time to the next month.
For example if your contract gives you 3 hours of support time per month, you have used 1 hour leaving 2 hours, then 1 hour (half the remianing unused time) will be carried forward so the followiing month you will have 4 hours support time available for no extra cost.
This is not cumulative and only applies up to a maximum of 1.5 times your purchased support hours, eg: if your agreement includes 3 hours support, you cannot have more than 4.5 hours "credit" (1.5 hours or 1.5 times the normal 3 hours) in you support account at any one time.