Priority Support & Enhancements Options
Updated 6 days ago
Priority Support & Enhancements is an optional subscription for organisations that need ongoing hands-on configuration, development assistance. It is separate from your platform subscription.
Ordinary platform support remains included in your platform package.
Enhancement subscriptions have a 12-month minimum term, billed annually.
Plans and regional pricing
Plan | Monthly price | Included hours each month | Approved extra work |
|---|---|---|---|
Standard | US$250 | 4 hours | US$65 |
Advanced | US$450 | 9 hours | US$50 |
Europe, excluding UK subscriptions are quoted and charged in EUR at the amounts shown; Americas, Asia-Pacific, Middle East & Africa USD
Any applicable taxes are identified in your quote or invoice.
The extra-hour rates apply only to eligible work beyond the included allowance of an active enhancement subscription. They are not standalone implementation rates.
One-time implementation and custom packages follow their own agreed scope and rates.
What can the hours cover?
Included hours can cover agreed configuration, data preparation and migration, reports, integrations and custom development. We confirm the scope, estimate and schedule before work begins. Larger projects may require a separate quote.
Routine how-to questions and ordinary platform troubleshooting use your included platform support. We distinguish these from chargeable hands-on work before using enhancement hours. Additional hours require your approval.
Response and delivery times
Enhancement subscribers receive priority handling, with an initial-response target of four business hours during the applicable support window. A response target is not a guaranteed resolution time or an uptime SLA. See support hours and holidays.
As planning estimates, Standard tasks typically take 7 business days, with complex work taking 10–14. Advanced tasks typically take 3–5 business days, with complex work taking 7–10. We agree timing after reviewing the scope, available hours, dependencies and required access. These estimates are not guaranteed delivery deadlines.
Rollover and usage
Standard can carry up to 2 unused hours into the next month; Advanced can carry up to 3. Carried hours expire at the end of that following month and do not accumulate indefinitely. We provide usage summaries showing hours used, remaining and carried forward.
Cancellation and renewal
Cancellation, renewal and any expressly agreed refund rights follow your subscription agreement.
How to subscribe
Contact Gratona through in-app chat or your existing support conversation. We will confirm the plan, currency, start date and subscription terms before providing the payment link.