“alerts and reports will be sent according to the type of support agreement our customers have.“
As we move closer to the full adoption of our new billing model (see here) we’re actively reconfiguring how we manage alerts and reports. The new billing model was introduced earlier this year and has been adopted by many customers. Customers that have not yet selected an agreement type will be asked to do so by 1st January 2025.
At time of writing, many of the alerts and reports we receive are sent directly to our team. Under the new billing model, alerts and reports will be sent according to the type of support agreement our customers have:
- Customers with an Ad-Hoc IT Support Agreement will not generally receive services from us that will trigger alerts, but if they do will receive alerts and reports themselves.
- Customers with a Block Hours IT Support Agreement are more likely to receive services from us that trigger alerts or reports; these will be sent to the customer who can forward these to us for investigation, action or comment.
- Customers with a Block Hours IT Support & Maintenance Agreement will have alerts and reports sent directly to our team, enabling proactive management and swift response to any issues. Such customers can receive a copy of such alerts and reports upon request.
For the moment, customers who remain on Legacy Agreements will have alerts and reports configured according to the billing model we anticipate they will be switched to, so this is currently set at our discretion.
As a reminder, we communicated the new billing model to all customers earlier this year and offered discounts to those early adopters. While many took advantage of this offer, some customers did not yet select an agreement – we will be reaching out to those remaining customers in September to ensure a smooth transition.