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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.

Standard Service response times are: 

  • 24 hours for an initial response/update
  • 24-48 hours for issue resolutions*
  • 48 hours+ for Comp Cycle related requests - depending on complexity and customization required

*If your request is complex or requires additional time, our Pequity Support team will communicate an estimated resolution time as it becomes available.

To help us prioritize all customer needs, we kindly ask for the following: 

  • All requests to be submitted through our Pequity Support channel

Including Support on all emails ensures your requests are tracked, prioritized, and completed on time. Reaching out to CS or Cycle Architects directly without Support may cause delays, especially during out-of-office periods or holidays. 

  • All meeting requests to be submitted 48 Hours+ in advance & include a brief agenda

This helps us prepare, keep discussions focused, and make the most of your implementation support hours. We can schedule up to two meetings in advance, with additional calls arranged as needed based on availability.

🌟 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.