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Service Punchcards

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A fast and inexpensive way to smooth out speed bumps and navigate road blocks.

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Service Punchcards

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A fast and

inexpensive

easy way to smooth out speed bumps and navigate road blocks.

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Highlights

Gain hourly access to our team of experts, ready to support you in all things related to your digital workplace. Service Punchcards are purchased in eight-hour increments, and time can be consumed in as little as 15 minute increments. Service Punchcard purchases include access to a customer portal where work requests will be created and tracked. Punchcard balance is visible in your customer portal and is updated weekly.

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Covered by the Service Terms Agreement .

Punchcard Details

Eight-hours of scheduled, expert help

Valid for 1 year from purchase

Service time is consumed in 15 minute increments (see Using Punchcard Time for guidelines)

Includes a customer portal for collaboration and collateral exchange

Weekly update on remaining balance

Available by pre-purchase only (credit card, check, or bank transfers)

Covered by the Service Terms Agreement (sorry, no alterations or substitutions)

Per Punchcard: $2,000300

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Punchcard

Uses

time can be used towards support with:

Graphic Design
Proof of ConceptsInformation Design
Content Design & DevelopmentDevelopment & Buildout
Proof of Concept
Training
Customization
Configuration
Migration & Upgrades
Technical Research
Requirements Analysis

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Fine Print

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261153131

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100.0%

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261153145
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How it Works

Service Punchcard tracking will be supported with your private portal (Confluence space) on our servers, which includes up to three user accounts.

Your portal will be maintained for one year after completion of last service package or service punchcard. (User accounts inactive for six months will be automatically disabled — simply contact us to reactivate).

Choose your level of remote access to your systems by Brikit personnel.

Note that any time required to gain access to your systems — including account setup, virtual private network access, and other on-boarding — will be logged against your Service Punchcards.

Licenses for software products are not included

266971252

The Fine Print

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261153158
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GROUND RULES

...

Service

...

Punchcards will be supported with your private portal (Confluence

...

spaces) on our servers, which includes up to three user accounts.

...

Your portal will be maintained for one year after completion of last service package or

...

punchcard.

...

User accounts inactive for six months will be automatically

...

disabled (simply contact us to reactivate).

Choose your level of remote access to your systems by Brikit personnel.

...

Any time required to gain access to your

...

systems - including account setup, virtual private network access, and other on-

...

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The Fine Print

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USING PUNCHCARD TIME

Making efficient use of your punchcard time is important to us. Punchcards are used in 15-minute increments. Note that there is a natural trade-off between response times and quantity of work we can do in one punchcard.

Expand

title	Get the most from your punchcard time

Efficient Use

With your punchcard, you'll get a private portal on our site.

What generally works best is to create pages in your portal to handle individual topics (examples: Site Configuration, or User Training). Then have your team use the Comment feature to post comments, feedback, questions, or whatever as they come in. Once you're ready for us to get involved, just post a comment saying so.

We'll be watching your portal space, so we'll get notified as your comments are posted, but we won't spend any time until you specifically ask us to. Then we'll respond with a comment letting you know we got it, and when you can expect an answer. This way, you get the most from your punchcard time, and nothing gets lost or overlooked in old email streams.

Of course, sometimes emergencies crop up. So feel free to email, call, or instant message your designated contant, but be aware that those will use an extra 15-minute "emergency charge" on top of the normal time. For more detail on how these work, see the Faster Response section.

Faster Response

For faster response, feel free to email, call, or instant message the person you are working with, but be aware of two limitations:

Info

icon	false

depending on our at-the-moment workload, we may need to schedule a time that works for both of us
these communications are subject to the 15-minute punchcard increments, plus an additional 15-minute increment "emergency charge"

Of course, emergency charges can consume a punchcard very quickly, so here are some ground rules to help you get the most with this method:

Info

icon	false

the 15-minute emergency charge occurs, plus the 15-minute increment window begins once we respond (review your message or answer your call)
multiple emails/messages/phone calls count as one increment if we complete the exchange with that 15-minute window
you can ask us to limit time, and we'll let you know when you're about to go over

We hope this strikes a fair balance between being responsive and getting our other tasks done during the day. Of course, we welcome feedback on how this works for you, and we're open to suggestions.

SUPPORT VS

boarding - will be logged against your Service Punchcards.

Licenses for software products are not included

Product

TECHNICAL SUPPORT V. PUNCHCARD

Commercial and academic product license holders are entitled to product support without a punchcard. Yet many organizations also purchase punchcards to get extra help with their environment-specific needs. If you're in this situation, how do you know when your query is

product

technical support

, and

vs. when it is charged to your punchcard?

Expand

title

Learn More

Technical Support

If your query is about how to use our products in general, feature inquiries, bug workarounds, or similar, it's technical support.

Support

Technical support queries usually take the form, "How do I do X in your product?" Bottom line: it's technical support if users in other organizations might reasonably have the same problem or pose the same question. For support queries,

please

please open a support ticket

.

under the "Customer Contact" project

Expand

title	Punchcard

Punchcards

If your query is about how to do something specific

to

within your deployment, it

's appropriate for your punchcard

falls within Punchcard scope. More obvious areas include

training

visual design,

graphic

information design, content buildout, training, configuration,

content structure and design

migration support, and so forth (as mentioned above). Punchcard queries are made through your

portal or directly to our individual staff (see Using Punchcard Time).

customer portal.

USING PUNCHCARD TIME

We have two working models to choose from when using Punchcard time.

Expand

title	Time & Talent

This approach allows for guaranteed access to a specific skillset, scheduled on a weekly basis based off a pre-established weekly reservation setting. You can find out more about this approach here.

Expand

title	Planned Project

This approach follows a pre-determined iterative schedule, similar to our Theme Design Package and Information Design Package. At the end of a Planned Project, you will be provided with specific delivery items. The cost, schedule, and delivery items are approved by you before we start work. This option is useful if you are looking to have something specific delivered on a predictable schedule and cost basis, and is often used for larger projects that need to be delivered by a specific deadline.

Not Sure?

Just

ask

Ask!

EXTRAS

Licenses for software products are not included.

Product

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name	MOBILE The Fine Print
id	297302304303550504
class	clean fine-print toggle-arrow
collapsible	collapse on desktop

GROUND RULES

Service Punchcards will be supported with your private portal (Confluence spaces) on our servers, which includes up to three user accounts. Your portal will be maintained for one year after completion of last service package or punchcard. User accounts inactive for six months will be automatically disabled (simply contact us to reactivate).

Any time required to gain access to your systems - including account setup, virtual private network access, and other on-boarding - will be logged against your Service Punchcards.

TECHNICAL SUPPORT V

USING PUNCHCARD TIME

Making efficient use of your punchcard time is important to us. Punchcards are used in 15-minute increments. Note that there is a natural trade-off between response times and quantity of work we can do in one punchcard.

Expand

title	Get the most from your punchcard time

Efficient Use

With your punchcard, you'll get a private portal on our site.

What generally works best is to create pages in your portal to handle individual topics (examples: Site Configuration, or User Training). Then have your team use the Comment feature to post comments, feedback, questions, or whatever as they come in. Once you're ready for us to get involved, just post a comment saying so.

We'll be watching your portal space, so we'll get notified as your comments are posted, but we won't spend any time until you specifically ask us to. Then we'll respond with a comment letting you know we got it, and when you can expect an answer. This way, you get the most from your punchcard time, and nothing gets lost or overlooked in old email streams.

Of course, sometimes emergencies crop up. So feel free to email, call, or instant message your designated contant, but be aware that those will use an extra 15-minute "emergency charge" on top of the normal time. For more detail on how these work, see the Faster Response section.

Faster Response

For faster response, feel free to email, call, or instant message the person you are working with, but be aware of two limitations:

Info

icon	false

depending on our at-the-moment workload, we may need to schedule a time that works for both of us
these communications are subject to the 15-minute punchcard increments, plus an additional 15-minute increment "emergency charge"

Of course, emergency charges can consume a punchcard very quickly, so here are some ground rules to help you get the most with this method:

Info

icon	false

the 15-minute emergency charge occurs, plus the 15-minute increment window begins once we respond (review your message or answer your call)
multiple emails/messages/phone calls count as one increment if we complete the exchange with that 15-minute window
you can ask us to limit time, and we'll let you know when you're about to go over

We hope this strikes a fair balance between being responsive and getting our other tasks done during the day. Of course, we welcome feedback on how this works for you, and we're open to suggestions.

SUPPORT VS

. PUNCHCARD

Commercial and academic product license holders are entitled to product support without a punchcard. Yet many organizations also purchase punchcards to get extra help with their environment-specific needs. If you're in this situation, how do you know when your query is

product

technical support

, and

vs. when it is charged to your punchcard?

Expand

title

Learn More

Technical Support

If your query is about how to use our products in general, feature inquiries, bug workarounds, or similar, it's technical support.

Support

Technical support queries usually take the form, "How do I do X in your product?" Bottom line: it's technical support if users in other organizations might reasonably have the same problem or pose the same question. For support queries,

please

please open a support ticket

.

under the "Customer Contact" project

Expand

title	Punchcard

Punchcards

If your query is about how to do something specific

to

within your deployment, it

's appropriate for your punchcard

falls within Punchcard scope. More obvious areas include

training

visual design,

graphic

information design, content buildout, training, configuration,

content structure and design

migration support, and so forth (as mentioned above). Punchcard queries are made through your

portal or directly to our individual staff (see Using Punchcard Time).

customer portal.

USING PUNCHCARD TIME

We have two working models to choose from when using Punchcard time.

Expand

title	Time & Talent

This approach allows for guaranteed access to a specific skillset, scheduled on a weekly basis based off a pre-established weekly reservation setting. You can find out more about this approach here.

Expand

title	Planned Project

This approach follows a pre-determined iterative schedule, similar to our Theme Design Package and Information Design Package. At the end of a Planned Project, you will be provided with specific delivery items. The cost, schedule, and delivery items are approved by you before we start work. This option is useful if you are looking to have something specific delivered on a predictable schedule and cost basis, and is often used for larger projects that need to be delivered by a specific deadline.

Not Sure?

Just

ask!

Ask!

EXTRAS

Licenses for software products are not included.

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Inform Your Strategic Direction

Redefining Work

Documentation and Support

Versions Compared

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Key

Service Punchcards

A fast and inexpensive way to smooth out speed bumps and navigate road blocks.

Service Punchcards

A fast and

easy way to smooth out speed bumps and navigate road blocks.

Highlights

Punchcard Details

How it Works

The Fine Print

GROUND RULES

Service

The Fine Print

USING PUNCHCARD TIME

Efficient Use

Faster Response

TECHNICAL SUPPORT V. PUNCHCARD

Punchcards

USING PUNCHCARD TIME

Not Sure?

EXTRAS

GROUND RULES

TECHNICAL SUPPORT V

USING PUNCHCARD TIME

Efficient Use

Faster Response

. PUNCHCARD

Punchcards

USING PUNCHCARD TIME

Not Sure?

EXTRAS

Platform

Company

Support

Brikit Services