What Counts as In-Scope Support?
Understanding what is and is not included in your support entitlement prevents misunderstandings and ensures your support hours are used for the right things.
In-Scope Support (Included)
- Bug fixes: Issues with delivered functionality that does not work as specified
- Guidance: How-to questions about features we built for you
- System administration: Help managing user accounts, settings, and configurations within delivered systems
- Performance issues: Investigation of slowness or instability in systems we manage
- Security incidents: Responding to and resolving security issues in systems we manage
- Dependency updates: Applying security patches and minor version updates (within managed services)
Out-of-Scope (Not Included, Quoted Separately)
- New features or enhancements: Adding functionality not in the original spec
- Training: Teaching your team to use software they have not used before
- Third-party software support: Issues caused by platforms we did not build or manage
- Data entry or content management: Updating content on your behalf
- Major infrastructure changes: Migrating to a new hosting platform
- Issues caused by your actions: Recovering from accidental deletion or misconfiguration you performed
Grey Areas
When it is not clear whether something is in or out of scope, your Project Manager will assess and advise. We will always tell you before billing for out-of-scope work. If you feel something has been incorrectly categorised, speak to your Account Manager.