{"id":9747,"date":"2026-03-14T19:26:31","date_gmt":"2026-03-14T19:26:31","guid":{"rendered":"https:\/\/painlesspymes.com\/support-plans-and-rates\/"},"modified":"2026-03-27T17:43:54","modified_gmt":"2026-03-27T17:43:54","slug":"support-plans-and-rates","status":"publish","type":"page","link":"https:\/\/painlesspymes.com\/en\/support-plans-and-rates\/","title":{"rendered":"Support Plans and Rates"},"content":{"rendered":"\t\t
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Benefit \/ Feature<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Standard Plan ($25\/hour)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Premium Plan ($30\/hour)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Annual Contracts<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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SLA (Service Level Agreement)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Standard: first response within normal business hours (e.g., \u2264 1 hour, Mon\u2013Fri)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Rapid: high priority in the queue; expedited first response (e.g., \u2264 15 minutes during business hours)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Priority 24\/7: immediate attention or \u2264 5 minutes, critical support available 24\/7 <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Phone support (call-back)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Phone support during standard office hours (Mon\u2013Fri, business hours), subject to availability.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Priority call-back: for critical incidents, a technician returns the call within a short timeframe to ensure timely support.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Dedicated direct line: immediate 24\/7 phone support, with an assigned support agent for high-priority emergencies.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Support & Self-Help Portal<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Access to a web-based support portal with a ticketing system and a standard Spanish knowledge base, available 24\/7 to find solutions and track cases. <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Access to a web-based support portal with a ticketing system and a standard Spanish knowledge base, available 24\/7 to find solutions and track cases. <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Access to a web-based support portal with a ticketing system and a standard Spanish knowledge base, available 24\/7 to find solutions and track cases. <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Preventive maintenance<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Not included by default (available as an additional on-demand service) <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Optional preventive review: the client may schedule technical inspections at a reduced rate or include them in the package as needed.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Included: bimonthly preventive maintenance for PCs and systems (updates, cleaning, security and performance checks) at no extra cost <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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View Comparison <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/i><\/span>\n\t\t\t<\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Support reports<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Monthly reports<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Monthly reports<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Monthly reports<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Proactive advisory<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Basic on-demand guidance on Microsoft 365 configuration and best practices (limited to specific questions).<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Scheduled quarterly consulting: assessment of the client\u2019s M365 environment, with recommendations on license optimization, security (MFA, backups), and adoption of new features.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Dedicated technology consultant: bimonthly\/quarterly advisory sessions for strategic IT planning (Microsoft 365 roadmap, relevant updates, continuous improvement projects).<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Support for advanced tools<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Focus on the core Microsoft 365 suite (Exchange, SharePoint, OneDrive, Office). Advanced applications (Power BI, Power Apps, etc.) are not included by default (handled as additional on-demand services).<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Expanded coverage: entry-level support for Power BI, Power Apps, Power Automate, etc. (e.g., answering basic usage questions, guiding simple configurations).<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Full support across the entire Microsoft 365 ecosystem (including Power Platform and other advanced solutions), with the same priority as the core applications in the event of incidents.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Additional added value<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Special discount on additional IT services (e.g., migration projects, license or equipment sales) as a benefit for recurring clients <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Priority access to participate in pilot programs or trials of new technologies; possibility of an assigned technical manager who knows the client\u2019s environment and provides personalized follow-up on their needs.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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All the above benefits, plus full flexibility according to the contract (e.g., customized SLAs, planned on-site support if required, annual IT infrastructure assessments, etc., at preferential rates).<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Benefit \/ Feature Standard Plan ($25\/hour) Premium Plan ($30\/hour) Annual Contracts SLA (Service Level Agreement) Standard: first response within normal business hours (e.g., \u2264 1 hour, Mon\u2013Fri) Rapid: high priority in the queue; expedited first response (e.g., \u2264 15 minutes during business hours) Priority 24\/7: immediate attention or \u2264 5 minutes, critical support available 24\/7 […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-9747","page","type-page","status-publish","hentry"],"yoast_head":"\nSupport Plans and Rates - Painless Pymes<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/painlesspymes.com\/en\/support-plans-and-rates\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support Plans and Rates - Painless Pymes\" \/>\n<meta property=\"og:description\" content=\"Benefit \/ Feature Standard Plan ($25\/hour) Premium Plan ($30\/hour) Annual Contracts SLA (Service Level Agreement) Standard: first response within normal business hours (e.g., \u2264 1 hour, Mon\u2013Fri) Rapid: high priority in the queue; 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