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Support Plan FAQs

How do I use my support plan?​

When you place a Smart Hands order, your order will be deducted from your plan hours automatically.

Who can order support plans online, and for which regions?​

  • Direct users can order support plans online via the Customer Portal. But online ordering is not yet available for Reseller accounts.

  • Online ordering is not yet available for users in Bulgaria, Italy, Poland, Turkey, India, Korea, China, Belgium, Indonesia, South Africa, Chile, or Peru. It is available in all other regions.

  • To order a support plan online, you need the Customer Portal permissions for Ordering > Smart Hands Ordering and Smart Hands Support Plan > Order Smart Hands Support Plan. To learn how to request these permissions, see Permissions.

What if my company has an existing price agreement?​

If you have a price agreement in effect that covers Smart Hands support plan/overage rates, your rates will not be impacted until the expiration of that price agreement. When you order a support plan online, the order form might display the standard full hourly rate; but on your invoice, you will be charged the correct rate per your price agreement.

What if I order a support plan in the middle of the month?​

You will receive pro-rated hours for that month (based on the number of days remaining in the month). When you order a support plan online, the order form might display the cost for a full month's hours; but on your invoice, you will only be charged for the pro-rated hours.

How does monthly rollover work?​

Monthly hours can be used for 60 days (1 month rollover). Each month, the hours consumed are deducted from the current month first, then from the rolled-over hours. For example:

MonthCurrent Month HoursHours Rolled From Prior MonthHours Used During This MonthNotes
May1004Only 4 out of 10 hours were used, so the remaining 6 hours will roll over to June.
June1067Only 7 out of 10 hours were used, so the 3 remaining hours roll over to July. The 6 hours rolled over from May will expire unused.
July10312All 10 monthly hours were used, and 2 of the hours rolled over from June were used. The remaining 1 hour rolled over from June will expire.

How are support plans invoiced?​

See Invoices for detailed information and examples. If you have questions, email our Billing department.