Support

Great technology at great prices is not enough. SIMIAN systems is here to support your technology ventures with a host of cost effective support plans!

Monthly Support

Guaranteed response times and ongoing assistance.

Sitellite Monthly Support Packages
 Cost
Business Hour Phone & Email
  • 8 hours of support per month
  • Guaranteed next-day or sooner response time
  • Business hours are Mon - Fri, 9am - 5pm (CST)
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24x7 Phone & Email
  • 12 hours of support per month
  • Guaranteed same-day response time
  • Emergency cell phone number provided
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Standard Terms and Conditions of Services

The following is a description of our standard contractual terms and the terms and conditions of all of our services and products, including support, and custom development. If you have any questions or require any clarifications please do not hesitate to contact us.

(all prices listed in US dollars)

1) Our unsolicited non-support contract per incident support rate is $75 / hour billed to the half hour for standard working hours, Monday to Friday, 9am to 5pm, CST. Any emergency requests outside of normal working hours is billed at $150 / hour billed to the hour.

2) Standard training rate is negotiable. Client pays for all required course materials, training costs, and travel costs.

3) Our Business Level Support Agreement is purchased in (3) month blocks which grants the purchaser a total of (8) hours of email and or phone dialogue, and or programmatic repair to the sitellite application and any custom developed applications per month over Monday to Friday, 9am to 5pm CST. Any requests made outside of this time will be handled the next business day.

Any emergency requirements outside of normal business hours are not included in this contract, nor are hours outside of the (8) hours covered in the normal monthly allotment. These hours are covered respectively by our standard per incident rate (see above).

4) Our 24x7 Support Agreement is purchased in (3) month blocks which grants the purchaser (12) hours per month in email and phone dialogue, and programmatic repair to the Sitellite application and or adjoining Simian created applications, accessible around the clock, (7) days a week. 24x7 Support customers will be given access to the Simian 24x7 hotline phone number to make emergency requests. Contact Simian Systems for more infomation.

Software Warranty:

All of our standard custom development contracts have a 30 day Software Warranty included in the contract. The Software Warranty only covers malfunctioning pre-defined, pre-existing features in the software. That means it includes changing a typo in a form controlled by PHP for example, or a wrong color in a page somewhere. It does not include adding additional functionality not in the application when it is considered completed.

Bug Fixes / Security Updates:

Sitellite commercial software contains an inherent lifetime bug fix and security patch warranty. A "bug" by our definition is a problem with our underlying PHP code and or MySQL settings that cause an unexpected error in any Sitellite system functionality or background running processes. This does NOT include additions to functionality, or changes to existing website functionality, only repairs to malfunctioning PHP code. We supply fixes to these once we are notified of their existence free of charge. A security patch is a piece of code submitted to fix a previously undiscovered security hole in the underlying PHP system, NOT in the custom code constituting the "front-end of the website".

NPO / Charitable Org./ Educational / Reseller 35% Discount:

Please bear in mind that organisations of the above type receive a 35% reduction on services, licenses and custom development costs as per our reseller agreement. For more information contact Simian Systems.

Retainer / Terms of Payment:

Upon estimate sign off, for all custom development contracts, a 40% retainer from client will be required before the project is officially commenced. No project will be started until said 40% retainer is collected, or confirmation of the payment of said retainer is obtained. The remaining balance of total cost will be paid in two 30% instalments:

1) When the mutually agreed upon completion date has elapsed;
2) When the 30 day warranty period after the agreed upon completion date has elapsed.

Payment for any desired Support Contracts and Maintenance Subscriptions is an upfront cost required immediately. Support Contracts and Maintenance Subscriptions take effect after 30 day warranty period has elapsed.

Warranty on Service / Code:

Simian Systems provides a 30 day warranty on all custom code and web development deliverables. Warranty begins immediately upon the agreed upon project completion date. This warranty on service confers the same rights and entitlement to the client for service as the Business Hour Phone / Email Support contract listed above, applying only to the project related deliverables of this particular project.

When the warranty is expired, after 30 calendar days, unless said client has purchased one of the support contract options listed above, any support requests (phone calls and or emails) may be (at Simian's discretion) subject to normal billable hours at Simian’s standard support rate. As well, any support requests on holidays, weekends, or off business hours, will be billed at Simian’s off-hour (x2 normal rate) support rate, again, unless there is an existing Support Agreement in place.