| Features | Basic | Advance | Enterprise | Custom |
|---|---|---|---|---|
| ₱5,000.00 | ₱25,000.00 | ₱50,000.00 | Request for Quotation | |
| TECHNICAL SUPPORT | ||||
| Helpdesk/Ticketing System |  |
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| Viber/WhatsApp Support |  |
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| Phone Support | |
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| Availability | Monday-Friday (Office Hours only) | Monday-Friday (8:30 AM – 11:59 PM) | Monday-Sunday including Holidays (8:30 AM – 11:59 PM) | 24/7 |
| Response Time | 24 hours | 6 hours | 2 hours | 30 minutes |
| Resolution Time | Target is 10 days (based on severity) | Target is 5 day (based on severity) | Target is 2 days (based on severity) | Target is 24 hours (based on severity) |
| BUGS FIXES AND ISSUES RESOLUTIONS | ||||
| Helpdesk/Ticketing System | |
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| Viber/WhatsApp Support | |
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| Phone Support | |
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| Availability | Monday-Friday (Office Hours only) | Monday-Friday (8:30 AM – 11:59 PM) | Monday-Sunday including Holidays (8:30 AM – 11:59 PM) | 24/7 |
| Response Time | 24 hours | 6 hours | 2 hours | 30 minutes |
| Resolution Time | Target is 10 days (based on severity) | Target is 5 day (based on severity) | Target is 2 days (based on severity) | Target is 24 hours (based on severity) |
| BUGS FIXES AND ISSUES RESOLUTIONS | ||||
| Helpdesk/Ticketing System | |
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| Viber/WhatsApp Support | |
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| Phone Support | |
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| Availability | Monday-Friday (Office Hours only) | Monday-Friday (8:30 AM – 11:59 PM) | Monday-Sunday including Holidays (8:30 AM – 11:59 PM) | 24/7 |
| Response Time | 24 hours | 6 hours | 2 hours | 30 minutes |
| Resolution Time | Target is 10 days (based on severity) | Target is 5 day (based on severity) | Target is 2 days (based on severity) | Target is 24 hours (based on severity) |
| TECHNICAL MAINTENANCE | ||||
| Server Maintenance and Uptime/Performance Monitoring | |
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| Database Backups and Disaster Recovery | |
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| Plugin and Security Updates | |
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| Compatibility Testing with New Version of Browser or OS | |
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| CYBER SECURITY | ||||
| Security monitoring and Incident Response | |
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| Patch Management | |
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| Security Updates and Vulnerability Assessments | |
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| Malware Protection | |
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| Disaster Recovery and Business Continuity | |
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| FEATURE ENHANCEMENTS | ||||
| Providing Recommendations for System Enhancements or Optimization | |
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| Continuous Improvement of Existing Features | |
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| Compatibility with Evolving Technologies and Platforms | |
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| DOCUMENTS AND KNOWLEDGE BASE | ||||
| FAQs | |
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| User Guides, Manual or Tutorials | |
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| Detailed Documentation of the System Architecture, Functionality and Configurations | |
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| Training Resources or Sessions to help client makes the most of the web app | |
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| COMMUNICATION AND REPORTING | ||||
| Regular Updates and Progress Reports on Ongoing Regular Maintenance Activities | |
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| Proactive Communication regarding any System Outages, Planned Maintenance or Downtime | |
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| SCALABILITY AND GROWTH | ||||
| Assistance with Scaling the System to accommodate increased user load or data volumes | |
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| Planning for Future Growth and Technology Advancements | |
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| Evaluating and Recommending Upgrades or Migrations to New Platform or Frameworks | |
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| DEDICATED CLIENT SUCCESS OFFICER | ||||
| Single Point of Contact | |
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| Account Planning and Strategy | |
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| Proactive Client Support | |
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Website Maintenance
