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What is the difference between Standard & Premium Support?

At Pequity, we offer two tiers of support to ensure you have the help you need—when and where you need it. This guide outlines the differences between Standard Support Hours and Premium Support Hours, and how each applies to your partnership with us.

🕐 Standard Support Hours

What’s Covered:
Standard support is included as part of your contracted project and is designed to address the core needs of your compensation program. These hours are meant to support:

  • ❗ Bug Fixes
    Troubleshooting and resolving software errors or unexpected behavior within the Pequity platform.

  • ⚙️ Technical Issues
    Help with login/access, system functionality, or syncing data integrations.

  • 📊 Compensation Cycle Support (within scope)
    Assistance directly tied to the scope of your agreed-upon compensation project, including cycle setup, troubleshooting, and reporting issues related to cycle execution.

🌟 Premium Support for Custom Technical Configuration

What’s Covered:
Premium support extends beyond core bug fixes and cycle execution. It provides added flexibility and access to expert services, including:

  • 🎨 Front-End Configuration Work
    Customization and modifications to your Pequity instance that fall outside of contracted scope—such as new dashboards, custom fields, or UI changes.

    • Comp Cycle column display & complex logic configuration
    • Comp Cycle Planning Hierarchy logic or complex configuration
    • Comp Cycle expert-led guidance and development

Billing Rate:

Premium support is tracked and billed at $500/hour. Discounted bulk packages can also be purchased. 

⏳Hour Tracking

  • Standard support is included as part of your existing contract and hours are monitored internally to ensure efficient delivery of services within scope.

  • Premium Support is tracked and billed once contracted hours are exceeded. All usage is logged, and clients will receive regular updates on their balance and billing.

If you're unsure of how many hours you have remaining or whether a request qualifies as standard or premium, please email us at support@getpequity.com.