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What is the difference between Standard Support & Premium Service Hours?

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.

Availability:
Standard support is available during our regular business hours, typically Monday–Friday, 9am–5pm EST, excluding U.S. federal holidays.

🌟 Premium Service Hours for Compensation Expert Consulting & Analysis and 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

  • 💡 Additional Compensation Consulting
    Strategic advisory and consulting support from our compensation experts. This may include help designing compensation structures, modeling equity programs, benchmarking strategies, and more.

    • Comp Expert Range Development async & live
    • Comp Expert Analysis async & live
    • Comp Expert consulting or advisory live calls

Billing Rate:

Premium support is tracked and billed at $450/hour.

Ideal For:

  • Organizations needing quick turnaround for custom requests.

  • Clients expanding their comp programs beyond the original project scope.

  • Teams wanting expert guidance as they scale or restructure their pay philosophy.

Availability:
Premium support is flexible and can be scheduled based on your needs, including outside of normal business hours where required (with prior arrangement).

⏳ Service 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 Technical hours and Premium Comp Expert hours are tracked and billed at $450/hour. 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 contact your customer success representative or email us at support@getpequity.com.