Understanding Your Fuuz Support Billing

Understanding Your Fuuz Support Billing

At Fuuz, we're committed to providing you with exceptional support while maintaining transparency about how our services are billed. This article explains our support billing policy to help you understand what's included and what may incur charges.

What This Policy Covers

This billing policy applies to all support requests submitted through the Fuuz Support Desk ticketing system.

Types of Support

Billable Support Services

The following support activities are typically billed at our standard rate:

• Configuration and Integration Assistance — Help with setting up configurations, integrations, or workflow adjustments
• Training and Usage Support — Guidance on system functionality and troubleshooting user-related issues
• Customer-Side Issue Resolution — Investigation and resolution of issues originating from your environment or processes
• Post-Implementation Changes — Modifications, alterations, or enhancements to functionality after your hypercare period ends

Complimentary Support Services

We provide the following support at no charge:

• Bug Fixes — Resolution of defects originating from the Fuuz platform
• Active Project Support — Work clearly covered under your existing Statement of Work (SOW) during active project engagements

Billing Structure

Standard Rates

• Hourly Rate: $350 per hour for ad-hoc support
• Billing Increments: 15-minute minimum increments
• Who This Applies To: Customers without an annual support agreement

Note: Contact sales@fuuz.com to learn about our annual support plans that may offer better value for your needs.

Our Customer-Friendly Billing Approach

1-Hour Grace Period

• Support efforts totaling 1 hour or less per billing cycle are waived for customers in good standing with no past-due invoices

Aggregation Benefits

• Support efforts between 1–2 hours per billing cycle are aggregated over a 3-month period and billed at the end of that period, giving you flexibility

Support Plan Protection

• Customers with active support plans are only billed if work exceeds their plan's allowable time limits

Alternative Support Options

Partner Support Network

You have the option to work with any of our certified alliance partners for additional support services. Our partners offer:

• Ad-hoc support services
• Pre-built support plans covering Fuuz and other software packages
• Often more cost-effective options

Visit www.fuuz.com to explore our partner network, or contact sales@fuuz.com for partner-specific questions.

Frequently Asked Questions

Q: How do I know if my support request will be billed? A: Most routine questions and platform bugs are handled at no charge. Billable requests typically involve custom configuration work, training, or resolving issues specific to your environment, or things that a customer should be able to manage on their own.

Q: Can I get an estimate before work begins? A: Yes! Our support team can provide time estimates for complex requests. Just ask when you submit your ticket.

Q: What if I'm not sure if something should be billed? A: When in doubt, ask! Our support team is happy to clarify whether a request falls under billable or complimentary support before starting work.

Q: How can I reduce my support costs? A: Consider our annual support plans, work with our certified partners, or contact our sales team to discuss options that might better fit your needs.

Questions or Concerns?

If you have questions about this billing policy or would like to discuss support plan options, please contact:

• Sales Team: sales@fuuz.com
• Support Questions: Submit a ticket through the Fuuz Support Desk

---

This policy is reviewed annually to ensure it continues to serve our customers' needs while maintaining operational excellence.

See Also

• Professional-Services-Support-and-Billing-Policy
• Service-Level-Agreement-SLA
• Customer-Support-Ticket-Closure-Policy-–-Non-Responsive-Customers
• SOC-Compliance

---

Source: support.fuuz.com