Starting this September, we’re rolling out a brand new Fair Usage Policy for our technical support packages. We know that policies aren’t exactly the most exciting topic, but this one’s designed with you in mind. Our goal is to keep things fair, transparent, and as stress-free as possible, so you can continue to enjoy top-notch support for your Umbraco website.
What is the Fair Usage Policy?
At the heart of our new policy is fairness. We want to ensure that everyone gets the support they need, without any surprises or hidden costs. Here’s the gist of it:
- Support Allocation: Each account is allocated a number of support hours per month. This covers the essentials like bug fixes, security patches and troubleshooting.
- Regular Reviews: Every six months, we’ll take a look at your support usage. If you’ve consistently needed more technical support than allocated in that period, we’ll adjust your plan to better suit your needs.
- Excess Usage: If you find your are using additional hours, above what is included in your package, you will be invoiced accordingly for those hours. We will always notify you when you are going to exceed your limit, giving you the option to receive an additional invoice, or place your ticket on hold, until your monthly support hours renew.
- Flexible Options: If you ever need more support than your plan covers going forward, no problem! Additional hours can be purchased at competitive rates.
Why This Matters
We believe that support should be as flexible as the services we provide. This policy isn’t about limiting your access—it’s about ensuring you’re only paying for what you actually use. By reviewing your usage regularly, we can tailor your support plan to fit your needs perfectly, making sure you’re not overpaying or being under-supported.
How We’re Different
We know there are other support plans out there, but we like to think we’re doing things a bit differently. Many providers offer fixed plans, but we prefer a more dynamic approach. By reviewing your plan every six months, we’re ensuring that your support is always aligned with your unique needs.
We’re also big on communication. We’ll keep you in the loop about your usage and your options, so there’s never any confusion. Our focus is on providing value, transparency, and a personalised experience—because that’s what you deserve.
What Happens Next?
Existing clients have already received details regarding the introduction of our fair use policy and new support rates. This policy will be implemented and active as of the 1st of September 2024. We’re confident, that when it comes to our support services, this policy will provide you with clarity, fairness and value - everything Gecko is about! If you have any questions or concerns, our support team is just a call or email away! Please do not hesitate to get in touch!
Thank you for choosing Gecko. We’re excited to keep providing you with the best support possible, and we’re here to make sure your Umbraco website continues to run smoothly.
Cheers, The Gecko Team
