TourTools Support Options

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All options are annual agreements, billed monthly and paid via ACH or credit card.

All support requests should be submitted as separate emails with separate issues only to [email protected]. (Please do not copy any other team members.)

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$3495 Monthly
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$1795 Monthly
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$395 Monthly
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*We help you prioritize and proactively suggest changes to stay as close as possible to your monthly allocated hours. Some administrative time is required to process any requests, so those Client Success Advocate hours will be included as part of your allocated hours. All hours accrued monthly above the designated amount are billed at $165/hour.

**If you give us access to your server, might incur a one-time setup fee.

***Regular rush rate is $300/hour and is handled outside of the included hours. Any needs can be handled on a rush priority basis, at your discretion. Please notify us when submitting your request if you need a faster turnaround.

****Server reviews check your hardware and software to ensure that it is current and that any suggested updates (FileMaker, TT, TTO, system updates) are applied appropriately.

*****Must have an eligible, upgradable version for this option. Customizations and data imports will be invoiced separately at $165/hour.

FAQs

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What if my team isn’t on a support plan?

Clients not on a support agreement are billed at $180/hour, with a minimum block of 4 hours paid in advance. Any bug fixes will be billed at the $180/hour rate. Response time to requests will be determined by our availability at the time. Any needs should still be submitted as separate emails with separate issues to [email protected].

What is a Client Success Advocate?

Your Client Success Advocate helps facilitate your request, making sure it is directed to the appropriate person and managed through to completion in terms of scope, time and budget.

What’s a bug?

A bug includes broken functionality, broken scripts, missing buttons or layout problems, where the code does not work as it is intended. Mistakes with data entry and/or IT issues can also result in behavior that appears to be a bug when it is not. In general, bugs are not billable to those clients under a support agreement if the problem is a result of something Adatasol did or something Adatasol broke while trying to fix a different issue.

What’s customization?

Customization is when your workflow requires that additional or different code be implemented from the base product to accommodate your company’s specific need. We will notify you when you make a request that is considered a customization.

What’s an enhancement?

An enhancement is a request that is road mapped for future implementation to the base product. You have the option to wait for the new upgrade to be released at no charge, or to have that enhancement added immediately to your solution per your chosen option.
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