Support Info


Last Updated: 09/17/2017

Aestiva utilizes transparency and special tools to ensure that its SupportPlus services are delivered properly and fairly.

Activity Categorization
Aestiva's internal time system supports customer-specific categorization. Aestiva's staff can apply their time to categories you previously provided Aestiva. This allows for greater detail on invoices. If you use services on a regular basis, we encourage you to provide Aestiva with a list of categories that work for you. For more information, contact your Aestiva Account Coordinator.

SupportPlus tasks are customer-initiated. As such, you have a responsibility to know the general nature of the tasks completed. Aestiva's logs are not a substitute for your own record-keeping responsibilities. If you are invoiced for unknown items, we encourage you to (i) improve your internal record-keeping process, and (ii) work with your Aestiva Account Coordinator to improve the categorization scheme used by Aestiva's staff when performing tasks for your organization.

Dispute Management
In general, all time is billable. However, there are cases where time spent can be waived. If you feel that a fee on an invoice is not justified, you are encouraged to reach out to your Account Coordinator. Aestiva will, at its discretion, waive fees when unjustifiably excessive time was spent on a project, or we billed for time that should have been logged to an internal account.

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