PUQ Paid Support Policy — Packages & Terms

1) General Principles

• Support channel: Only via tickets in the Client Portal and only for authorized users. Messages sent by email/messengers are not placed in the queue and may be ignored.
• Prepayment: All packages are activated only after payment is received.
• Postpayment: Available only to clients with active paid services and no overdue invoices for at least the past 2 months. The postpayment amount and any goodwill credit are recorded in the ticket.
• Licensing & legality: We work only with properly licensed software. WHMCS must have a valid license. Demo/dev licenses are acceptable if not cracked. We do not deobfuscate or modify closed/third-party proprietary code.
• Scope of responsibility: We work only with the client’s software. We do not communicate with your end customers under these packages.
• Access: If required accesses are missing, work is paused. Delays due to missing/late accesses are on the client side.
• Business hours: Requests are handled during business hours (Mon–Fri, 09:00–18:00 CET/CEST), unless otherwise stated in the agreement.

2) Packages & Rates

Important: Unused hours do not roll over to the next period. Refunds for unused periods are not provided.

3) Package Details

3.1 WHMCS Extra Support

• Price: €30/month. Includes 1 hour of work.
• Billing increment: 15 minutes.
• Priority: Standard.
• After included time is used: €40/hour, confirmed in the ticket before proceeding.
• Essence: We respond faster and more thoroughly than outside a package; on request we can log in and help.
• Startup work (our products): one-time option €30 — install/configure/diagnose our solutions.

3.2 WHMCS Professional Support

• Price: €100/month. Includes 4 hours.
• Billing increment: 30 minutes.
• Priority: Standard+.
• Typical scenarios: “It works but broke/needs updating,” assistance with WHMCS and modules, including third-party (time to read docs is billable).
• Required access: WHMCS admin (full), SSH to the WHMCS server, full admin to the web panel (if applicable). Without access — task is paused.

3.3 WHMCS Development Support

• Price: €1000/month for 30 individual hours (≈ one specialist week).
• Billing increment: 1 hour.
• Priority: Priority.
• Scope: Enhancements/extensions/modules, customizations/integrations within provided APIs, ongoing support.
• Revisions: Count against the same hours.
• Client dev environment is mandatory: a separate server with a WHMCS dev license, and testbeds for target services (e.g., Proxmox, router, etc.). The client is responsible for backups; we may request a backup restore.
• If there is no available integration (API/SDK), the task will not be performed.

4) “Goodwill Credit” & Postpayment

• Applies to clients with active paid services and no overdue invoices for at least the past 2 months.
• A €30 base deposit (“just in case”) preserves continuity and gives queue priority.
• A missed payment or long pause resets the goodwill credit; upon return it restarts from the base level.

5) Licensing, Compatibility, Limitations

• WHMCS must be licensed. On request, we’ll provide a link to verify/purchase a license.
• All components (incl. demo/dev licenses) must be non-cracked.
• We do not deobfuscate or modify third-party closed code.
• We do not communicate with the client’s end users (we are not the client’s frontline support).

6) SLA & Timeframes (Targets)

SLAs are targets, not guarantees, and apply during business hours.

• Standard: first response within 1 business day.
• Standard+: first response within 8 business hours.
• Priority: first response within 4 business hours.
• Escalations for critical incidents are agreed separately in the ticket.

7) Access & Security

• Accesses are temporary and limited to the minimum required privileges. We recommend dedicated technical accounts.
• All actions are recorded in the ticket/task log. Confidential data is shared only via secure fields in the Client Portal.
• The client is responsible for keeping accesses current and revoking them after completion.

8) Billing & Time Tracking

• Time is tracked per minute and rounded to the package’s billing increment.
• Before exceeding included hours, we seek confirmation in the ticket.
• Overage: billed at €40/hour.
• Unused hours do not accumulate; refunds are not provided.

9) Examples of Work by Package

• Extra Mini: configuration/diagnostics of our modules, config tweaks, log checks, recommendations, small scripts.
• Middle: updating WHMCS/modules, integrating third-party modules, “broke after update” incident analysis, migration prep.
• Dev Support: module development/extension, integrations with Proxmox/MinIO/routers where APIs exist, optimization and refactoring.

10) Final Provisions

• The policy may be updated. The current version is published in the Client Portal/documentation.
• Special conditions (24×7, on-call, on-site work, hard SLAs) are arranged via a separate agreement/addendum.