When a customer requires help it falls into the following categories:
1. A bug
If a bug is identified, we will track it and resolve it.
2. Hardware and Operating System Issues
If you have a problem on your PC that affects your usage of SoEasy, we will provide our knowledge on how to resolve it.
3. Improvements to the System
SoEasy is in a constant cycle of development.
All system improvement requests are stored in a database and when the related module is up for development, we review customer requests. We cannot and do not provide information on when the improvement can be made as this is not possible with any degree of accuracy.
If you want or need the improvement to be implemented as soon as possible, we provide an accelerated service where we will bring the module's review forward and incorporate your request. This service is a paid service and is provided as per the Time Management Technique below
4. Administration work
If administration assistance is required, we provide it based on the Time Management Technique
Time Management Technique
1. An estimate of time require is produced (example 20 hours)
2. Our hourly rate is applied to the estimated time and this becomes the estimated price
3. If accepted, an invoice is presented for 50% of the time and is due payment immediately
4. A time sheet is kept and all time provided to you during the project is recorded against the time sheet
5. A second invoice is presented and due payment if:
a) When we complete the task
b) If the estimated time is exceeded
FAQ
Q: How accurate are your time estimates?
A: Usually very accurate. The trick is to project manage any requests. The time allocation only exceeds estimates when the task is added to by the customer or projects are interfered with by other projects. The trick is to stay focused on one task at a time and so we operate on a strict time booking policy
Q: How do you manage the budget and time?
A: The budget has elements of profitability.
example: A two week project may be $2,000 of which $400 is profit and $1,600 is overheads. If the project gets delayed for any reason, and now sits at a 3 week project, the overheads are $2,400, with no profit and an actual loss to the company of $400.
We cannot start another project until your project is complete. If we do, it results in a disaster because it is all about maintaining focus.
Because of this factor, we take time and budget management very seriously.
If your project gets delayed because you cannot reply to an important question, or you keep adding requirements, it means we have to delay the next project. It is very important for us to work as quickly as possible on competing projects as any project that delays, is an immediate loss.