If you’re primarily looking for occasional, on-demand support rather than an ongoing service plan, we can absolutely support that.
Our goal is to set clear expectations up front so there’s no frustration and you know exactly what to expect when working with our team.
How Support Requests Work
- Support requests are typically submitted via email (help@techstars.us)
- Requests are reviewed and scheduled based on technician availability
- We may ask for additional details before beginning work to ensure efficiency
Response Time Expectations
- Typical response time: 2–3 business days
- During busier periods, response times may extend slightly
- Requests are handled during standard business hours
Service Priority
- Clients on active service plans are prioritized first, as part of their agreements
- On-demand requests are scheduled after higher-priority and contracted work
- Urgent needs can be escalated using priority or emergency service options (see below)
When This Model Works Best
Our on-demand support model is a great fit if:
- Your needs are infrequent or occasional
- You are flexible on timing
- You do not require immediate or same-day support on a regular basis
When to Consider a Service Plan
If you find yourself needing:
- Same-day or immediate support regularly
- Ongoing maintenance, monitoring, or proactive service
- Predictable support availability
A managed service plan may be a better fit—and often more cost-effective.
Service Rates
| Service | Rate |
|---|---|
| Standard Remote Support Labor (1 hour minimum per ticket) | $225/hour |
| After-Hours Emergency Remote Support | $250/ticket |
| Holiday Emergency Remote Support | $300/ticket |
| Priority Processing (expedited handling) | $150/ticket |
Additional Notes
- Billing is based on time and services performed per request
- A 1-hour minimum applies to each support ticket
- After-hours and priority services are available upon request
- All work is performed on a best-effort, availability-based schedule
Our Commitment
Even in an on-demand model, our team is committed to:
- Providing clear communication
- Delivering efficient and effective support
- Helping you determine when a different support structure may better serve your needs
If you ever feel your support needs are changing, we’re happy to discuss options that better align with your expectations and business requirements.