Dependable support for your growing business
Which is right for you?
Tier 1 • Support
Software Supported
- Flutter
- React Native
- React / Vue.js
- NodeJS
Tier 2 • Expand
Software Supported
- Flutter
- React Native
- React / Vue.js
- NodeJS
Tier 3 • Scale
Software Supported
- Negotiable
Frequently Asked Questions
Proactive support is what our support staff is working on when they aren’t reactively working on outages or Priority 1 issues for them to address.
The setup fee is a fixed fee expense that we incur setting our teams and systems up to support your application.
A Priority 1 issue is an issue that the customer designates as such. The customer is in effect asking our support staff to make resolution of this issue their highest priority.
Priority 1 designations are intended for “bugs” or defects in the application. If what is being requested by the customer is determined to be more of a Feature or Enhancement to the software, then an hourly cost estimate will be established and reviewed with the customer prior to work beginning.
No, P1s do not roll over. The way the support team is structured, all Priority 1 designations must be determined before the 20th (or the next nearest business day) of every month otherwise they are lost.
Unfortunately, no. Due to various macroeconomic reasons, we are in the process of renegotiating our legacy support engagements.
Yes, absolutely!
Tiers 1 & 2 have different hour response times. Tier 3 is fully negotiable (e.g. 24/7, 365, etc.)
Our software support team is available is during normal business hours (8:00am – 5:00PM Pacific).
That all depends on what type of problem is reported. We always strive to get issues resolved ASAP and are committed to keeping our customers updated as our resolution develops.
Response time is the amount of time from when the ticket is created until when we first confirm we’re looking at it.
The response time we adhere to within each tier is based around the idea our support agents may already be busy with a request.
For Tiers 1 & 2, no – end-user support is not included with those tiers. However, the terms and services included within Tier 3 is negotiable and we do offer an end-user support option at Tier 3.
For Tiers 1 & 2, no – our UX Design and Product Strategy services are not included with those tiers. However, the terms and services included within Tier 3 is negotiable and we do offer additional Design and Strategy services at Tier 3.
Case Studies
“The universal response of our users has been extraordinary because we built a product that is one of a kind. This would have not been possible without Singlemind’s incredible design team.”
CEO, Evosus
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