At Audienceware, we provide flexible support solutions tailored to the needs of non-profit organisations. We recognise that some organisations operate on limited budgets and may not require ongoing support. For these clients, we offer maintenance and support as an on-demand, post-pay service, allowing you to request assistance when needed while keeping costs manageable.
However, it is important to understand that while on-demand support provides flexibility, it does not include service level guarantees. Response times vary depending on demand and resource availability, and non-subscription clients should be clear on their entitlements and service expectations.
Subscription clients provide a commitment that helps Audienceware plan capacity within the Support Team, ensuring predictable service levels and efficient resource allocation. In contrast, on-demand support is unpredictable and more expensive to run, as resources may need to be diverted from the Solutions Team, which is typically focused on project delivery and development. As a result, post-pay clients may experience longer wait times and higher costs, particularly for urgent requests.
How Support Works for Non-Subscription Clients
As a post-pay maintenance client, you can access support as needed, with work billed at standard rates.
✅ What You Get:
✔ Bug Fixes – If a feature isn’t working as expected, log a ticket.
✔ Technical Assistance – If you need guidance, submit a request.
✔ Minor Adjustments – Small, non-urgent updates can be requested.
🚨 What You Don’t Get:
⛔ No SLA – Requests are handled based on availability, and wait times can vary.
⛔ No Proactive Monitoring – Issues are only addressed when reported.
⛔ Full Cost Rates – Support is charged at standard post-pay rates, which may be higher than subscription rates over time.
🔹 All support requests must be submitted via the Client Portal (Support System).
How to Request Support
📌 Step 1: Log into the Client Portal – All support requests must be submitted through the Support System.
📌 Step 2: Raise a Ticket – Clearly describe your issue, including any relevant details or screenshots.
📌 Step 3: We’ll Assign Your Request – Work is scheduled based on resource availability.
🚫 No direct consultant access: Post-pay clients must submit support requests via the Client Portal. Direct contact with senior consultants is only available to consulting clients under a formal engagement.
Consulting Services – How to Engage a Senior Consultant
If your request goes beyond basic support and requires expert consultancy, such as:
✔ Strategic advice on system enhancements, integrations, or new developments.
✔ Digital transformation planning or new project roadmaps.
✔ Custom software development and workflow automation.
You must request consultancy through the Client Portal.
How to Request Consultancy:
1️⃣ Submit a Support Request – Clearly state that you are requesting consultancy and provide a brief overview.
2️⃣ Referral to the Right Consultant – Our team will assess your request and direct it to the relevant specialist.
3️⃣ Receive an Estimate – The consultant will review your request and provide a cost estimate based on consulting rates.
Consultancy work is billed separately at standard rates.
Feature Comparison: Subscription vs. Post-Pay
| Feature | Subscription (What You Get) | Post-Pay (Limitations & Costs) |
|---|---|---|
| Self-Managed Escalations within SLA Clients can escalate support requests based on SLA guidelines for prioritization. **Critical issues (e.g., website down) are auto-escalated.** |
✅ Included in subscription | ⛔ Available only at premium rates for urgent issues |
| Discounted Support Rates Lower hourly rates and predictable costs for support and development. |
✅ Subscription pricing applies | ⛔ Charged at on-demand rates, time & materials basis |
| Proactive System Monitoring Continuous tracking of system performance to detect and prevent issues before they impact operations. |
✅ Included | ⛔ Not included—issues are only addressed when reported |
| Preferred Access to Consulting Faster engagement with senior consultants and bundled strategy sessions for digital growth. |
✅ Priority scheduling | ⛔ Requires separate request, billed per hour |
| Capacity-Planned Resource Reservation Support and development time are scheduled in advance, ensuring availability and faster turnaround. |
✅ Resources are pre-allocated | ⛔ Work is scheduled based on availability, no guaranteed resource allocation |
Why Choose Subscription?
Subscription clients benefit from:
✔ **Faster response times with SLA escalation guidance**
✔ **Lower support costs with predictable pricing**
✔ **Proactive issue detection and monitoring**
✔ **Priority access to strategic consulting**
✔ **Reserved capacity for scheduled work**
🔹 Post-Pay clients receive support on an on-demand basis, charged at time & materials rates from the rate card.
How to Subscribe
Clients can subscribe within the Client Portal for the amount of support they require at subscription rates, with additional requests available at post-pay on-demand rates.
Need support now? Log into the Client Portal and submit a request today.