Support terms
What's covered and how it works.
Members and Maintenance clients get ongoing support with set response times. Work outside the standard scope is reviewed and quoted before any time is used. Add-on hour packs are available when you need more.
Covered as part of your plan
- Content updates (text, images, links)
- Layout adjustments and responsive fixes
- Routine maintenance, plugin/module updates
- Bug fixes on existing setup
- Form troubleshooting & CMS / admin fixes
- Support advisory related to existing setup
Reviewed and quoted separately
- New features or major integrations
- Redesigns or significant new pages
- Larger project work or major structural changes
- Content creation from scratch
- Strategy work or large-scale uploads
These items are not refused — they receive a focused scope review and a clear quote before any work begins.
Categories of work
Content updates
Text, image swaps, link changes, content placement on existing pages.
Minor design / layout
Spacing, alignment, responsive fixes, light visual adjustments.
Functional / technical maintenance
Bug fixes, plugin updates, form fixes, CMS/admin fixes.
Incident / critical support
Site down, payment broken, login broken, severe malfunction.
Advisory / consultation
Recommendations, diagnosis, support guidance, feasibility review.
Enhancement / project work
New features, redesigns, integrations — typically reviewed and quoted as a separate scope.
How hours work
Monthly plans
Hours are allocated each month. A capped portion can roll into the next month only.
Annual plans
You receive the full annual hour bank for the contract year and use it flexibly. Unused hours expire at term end.
Add-on hours
One-time packs of 2, 5, or 10 hours for busier periods or work outside your standard plan.
How hours are consumed
A clear, predictable order so there are no surprises.
Monthly plans
- Current month included hours
- Rollover hours
- Add-on pack hours
- Bonus hours (admin granted)
- Additional hours — reviewed and approved before use
Annual plans
- Annual base hours from your bank
- Add-on pack hours
- Bonus hours (admin granted)
- Additional hours — reviewed and approved before use
Member plan — work billing
The Member plan covers request assessment and consultation only. Any approved implementation, fix, troubleshooting, or hands-on support work is billed separately at SGD 130/hour, with a minimum billable charge of 1 hour per approved request — regardless of whether actual effort is less than 1 hour.
If a request requires hands-on work beyond assessment, a separate approval will be required before work begins.
One ticket, one focused request
Each ticket is best handled when it represents one issue or one related set of changes. Larger grouped requests may be split into focused tickets, assessed separately, or use more hours. Our team will let you know before any change in approach.
Standard
1.0×
Standard hours.
Urgent
1.5×
Reviewed before being applied to ensure the right response level.
After-hours critical
2.0×
Priority plan eligible by default; available on other plans by approval.
Response times reflect acknowledgment and initial review, not guaranteed completion. Actual completion depends on scope, complexity, your response time, approvals, and third-party dependencies.
Illustrative time guide
Estimated Hours Guide
A reference for typical support effort. Each item is reviewed individually — actual time may vary.
Quick edits
Simple text change | 0.25 – 0.5 h | Covered under maintenance |
Image swap with provided asset | 0.25 – 0.5 h | Covered under maintenance |
Broken link or anchor fix | 0.25 – 0.5 h | Covered under maintenance |
Spacing or alignment fix | 0.25 – 0.75 h | Covered under maintenance |
Page-level work
Update one existing page with provided content | 1 – 2 h | Covered under maintenance |
Responsive fix on existing layout Depends on number of breakpoints. | 0.5 – 2 h | Covered under maintenance |
Form troubleshooting or field tweak | 0.5 – 2 h | Covered under maintenance |
Maintenance & technical
Plugin or module update with verification | 0.5 – 1.5 h | Covered under maintenance |
Small bug fix on existing setup | 0.5 – 2 h | Covered under maintenance |
Troubleshooting assessment If a fix is needed afterwards, hours are agreed before work starts. | 0.5 – 1.5 h | Member-approved work |
Advisory
Advisory review or recommendation Member plan tracks consultation in minutes. | 0.25 – 1 h | Member-approved work |
Feasibility check on a small idea | 0.5 – 2 h | Member-approved work |
Larger work
New section or component on an existing page Reviewed and quoted before work begins. | 2 – 6+ h | Member-approved work |
New page from scratch | Project discussion | Project discussion |
New integration or significant feature | Project discussion | Project discussion |
Redesign or major restructure | Project discussion | Project discussion |
These ranges are illustrative — actual time may vary based on complexity, revisions, dependencies, approvals, urgency, and platform conditions. Urgent (1.5×) and after-hours critical (2.0×) multipliers may apply.