2280 posts
  • Top Monthly Author
  • Weekly Top Seller
  • Community Superstar
  • Industrious API Inventor
+15 more
revaxarts
says

I’m planning to expand my support in the near future but have no idea which requirements are needed or how to start with. So I would like to know how others do.

  • Do you pay per time or per ticket count?
  • What’s your rate?
  • What are your requirements?
  • How many members do you have?
  • Any other considerations?

Thanks in advance

1941 posts
  • Community Superstar
  • Helpful Hacker
  • Industrious API Inventor
  • Feedback Guru
+18 more
SamBerson
says

I’m pretty sure Ruben did a survey on this recently to which he published the answers online. Can’t find it though :(

3804 posts
  • Elite Author
  • Author Level 11
  • Trendsetter
  • 7 Years of Membership
+12 more
KrownThemes
says
http://rubenbristian.com/support-survey.html

But the survey doesn’t answer the questions.. I have some detailed $$$ info, but i’m not sure if i could share the details, because of author privacy? Don’t know..

684 posts uouapps
  • 2 Years of Membership
  • Affiliate Level 2
  • Author Level 9
  • Collector Level 4
+3 more
uouapps
says

Hey,

in our case it’s a full time contract renewable every 3 month with the support staff ( 2members) the responsibility given to the support staff are a mixture between coordination / project management / task force and ticket support

Hope this helps Cheers UOU

495 posts Code Is Poetry
  • Elite Author
  • Author Level 11
  • 6 Years of Membership
  • Top Monthly Author
+10 more
gljivec
says

We have 1 support member, he works 5 hours a day on work days (no weekend). Pay is per month.

2280 posts
  • Top Monthly Author
  • Weekly Top Seller
  • Community Superstar
  • Industrious API Inventor
+15 more
revaxarts
says

Thanks!

@sam, @ruben I know your survey but it doesn’t help much in this case :)

@gljivec Is it worth to pay for time rather amount? approx. 100 hours per month is very much but you have many items as well. How many tickets do you get per month?

@uouapps this kind of contract seem legit, any official writings? afaik you’r using helpscout as well, how do you like it (in terms of support staff)?

495 posts Code Is Poetry
  • Elite Author
  • Author Level 11
  • 6 Years of Membership
  • Top Monthly Author
+10 more
gljivec
says

Well, like you said, we have many items, and support tickets will vary from the easiest tickets which take 15 seconds, to more complex ones. Just seems easier to pay per hour. He will usually finish tickets in 3-4 hours, the rest of his time is spent on video tutorials, fixing bugs,...

So it is a more complete solution (works very well in our case).

1941 posts
  • Community Superstar
  • Helpful Hacker
  • Industrious API Inventor
  • Feedback Guru
+18 more
SamBerson
says

He will usually finish tickets in 3-4 hours, the rest of his time is spent on video tutorials, fixing bugs,...

Interesting you say this about bugs – do you let your support staff work on the code for your final theme versions?

495 posts Code Is Poetry
  • Elite Author
  • Author Level 11
  • 6 Years of Membership
  • Top Monthly Author
+10 more
gljivec
says

No, I meant if for instance the customer would point out a bug, and the support staff fixes it, he will then also fix the Theme and send the corrected file into review. I then review it, and if everything is ok, it will be included in the next Theme update.

1941 posts
  • Community Superstar
  • Helpful Hacker
  • Industrious API Inventor
  • Feedback Guru
+18 more
SamBerson
says

No, I meant if for instance the customer would point out a bug, and the support staff fixes it, he will then also fix the Theme and send the corrected file into review. I then review it, and if everything is ok, it will be included in the next Theme update.

Awesome :)

by
by
by
by
by
by