To purchase the Preferred Customer Annual Support
Agreement for any or all of your sites, please submit payment of $59/site/year using either:
For sites without any valid support coverage, support requests will be invoiced at our labor rates of $100/hour, $25/minimum, per-request / per-site.
Note: We have priced the Agreement at such an economical value that its intent is to be something of an "insurance policy". Should we receive a request for support on a site without the Agreement, that request will be invoiced at our published labor rates above. At that time, it is up to the webmaster or site owner if they'd like to purchase the Agreement to prevent being invoiced for *future* support requests. Purchasing the Agreement when support is needed will not eliminate the invoicing of the requested support.
Support Policy Background & Inception
When it comes to customer satisfaction and customer
support, we are always happy to help in whatever way
we can, and hope our customers are not only, at the
very least, satisfied with our products, but also
satisfied with the support they receive when it is
Back in 2007, we started selling the option to purchase
the what was then called the "Annual Support
Contract (ASC)", and for a brief period was named
the "Annual Support Offer (ASO)", when either
Strongbox or Throttlebox was purchased. This support
coverage is known today as the "Preferred Customer
Support Agreement", and is an Annual Agreement.
Because we had so many customers who had purchased our
products before the offer was available, up until
recently, we have been pretty lax on any support
requests that took less than 15 minutes to complete.
Over the years, the demand for support has increasingly
grown (sometimes the requests are related to our products,
while sometimes the requested support is for things that
have nothing to do with our products). Many requests are
small and do take less than 15 minutes to address. However,
when we get 50 of those per day, that is approximately 12.5
hours of work that we just completed "for free".
Obviously we could not stay in business continuing in
this manner, but no one here at BetterCGI (RMEE) felt it
was fair to just start slapping people unexpectedly with
labor charges for support. We had to figure out a way
where we could be compensated for our time, without
having to nickel & dime our customers to death for
every little thing.
The solution we came up with was to start the Preferred
Customer Support Agreement. We felt $59/site/year to help
offset the additional fees that *would* have to have been
added in to the cost of our products was a fair compromise,
and we offer a $20 discount when it is purchased up front.
For sites without any valid support coverage, support
requests will be invoiced at our labor rates of $100/hour,
$25/minimum, per request.
If you would like to purchase the Preferred Customer Support
Agreement for any or all of your sites, you can submit the
$59/site/year payment either using paypal
(firstname.lastname@example.org) or by credit card through our
secure payment form below:
Again, the Agreement is not *required*, however requests
for support on sites without coverage *will* be invoiced at
the above labor rates and payment is expected at the time
services are rendered. Additionally, the Agreement does
come with *one* free upgrade or re-installation to be used
at any time at during the year it is valid, at the discretion
of the webmaster/site owner.
For existing sites, the Preferred Support Agreement will
be valid for one year starting the date we receive payment
either for its initial purchase, or its annual renewal.
For new license purchases, the Agreement will be valid for
one year starting date the purchased product is activated.
Since we are now effectively enforcing the support policy,
we wanted to make sure that our customers are aware of the
policy, understand why it exists, and what their options
We appreciate your understanding and cooperation in this
matter. If you have any questions or would like
clarification regarding anything on this page, please do
not hesitate to contact us