Support Info

Rates For Aestiva Services

Last Updated: 1/1/2022


Professional Services Rates


For non-development items not covered by basic customer support and fixed-cost quotations.

2022$231.00 per hour.
2023$237.00 per hour.
2024$243.00 per hour.

Aestiva charges a standard professional services rate. Time is rounded up to the next half-hour. Time is deducted when multiple calls are placed in sequence so no over-billing occurs. See other notes below.**


* Hours are measured as "effective" hours. How effective hours are calculated.
** Aestiva does not charge for solving what it deems to be "product bugs." If you experience a billing issue, please contact Aestiva so we can remedy the situation as soon as it occurs. Corrections can appear on your invoice, but will not affect the automated time notices you get.


Aestiva.Net Power Office Hosting Rates


Standard Hosting Rates
A hosting service optimized for Power Office products and Webigami Accounts.

2022Service Level 1$105.00 per month.
2022Service Level 2$210.00 per month.
2022Service Level 3$315.00 per month.


* Speak to your account coordinator regarding which service level you need. Please budget for 3% annual increases.

For further information, please speak to your Aestiva Account Coordinator.

Webigami Custom Application Licenses


Annual Rates for Webigami Custom Application Licenses (Custom Solutions Only)
A desktop/mobile paperwork automation platform for solutions needing advanced database, workflow, and multi-user security features.

2021Concurrent UsersCost/Application*
2021Up to 6$3,995 plus $415 per additional concurrent user.
2021Up to 10$4,995 plus $325 per additional concurrent user.
2021Up to 30$9,995 plus $246 per additional concurrent user.


* Cost includes Webigami Platform account license. Cost does not include hosting fees, Professional Services, Annual Support, or XSOs. Please budget for 3% annual increases.

For further information, please speak to your Aestiva representative.

Service Order Rates


Service Orders
Aestiva uses service orders to deliver team-based services. See below.

RSOsResearch Service Orders (RSOs) are executed by our internal production (PROD) and engineering (ENG) teams, managed by our Account Coordinator (AC) team, and escalated to our Senior Management (SM) team, when necessary.

Aestiva charges $1,850 per day for RSOs. RSOs are invoiced daily. Days are calculated from the time work was initiated to the time completed. Fractional days worked are billed at a full day.

To suspend or cancel this RSO, email your Aestiva Account Coordinator. Aestiva will set the completion time to the date and time of your cancellation notice and cancel future work on this RSO.

Limitations
RSOs are limited to a single incident per day. RSOs do not cover the remedies that may be recommended.

BPSOs    Business Process Service Orders (BPSOs) are executed by our internal engineering (ENG) and Senior Management teams and managed by our Account Coordinator (AC) team.

BPSOs are for situations where Aestiva's engineering team, business process experts, and the customer collaborate to understand and solve and/or resolve an issue.

Aestiva charges $1,850 per BPSO.

Limitations
BPSOs are limited to 2 hours of conference time and 4 hours for research and documentation.

DSOsDevelopment Service Orders are orders for production development services. DSOs are coordinated by Aestiva's AC team, production (PROD) staff, and when needed, Aestiva engineers and engineering managers.

Aestiva charges $1,850 per day for DSOs. Days are calculated from the time work was initiated to the time completed. Fractional days worked are billed at a full day.

To suspend or cancel a DSO, email your Aestiva Account Coordinator. Aestiva will set the completion time to the date and time of your cancellation notice and cancel future work on the DSO.

Limitations

Each DSO is limited to one day of work (8 hours) of AC coordination, production, engineering and internal management time. DSOs do not cover research, installations, upgrades, transfers, training, and testing.

ESOsEngineering Service Orders are orders for engineering services. ESOs are used to change Aestiva platforms including Aestiva Array, Aestiva Power Office, and the Webigami platform. ESOs are requested by Aestiva's AC team, and executed by Aestiva engineers and engineering managers.

Aestiva charges $3,700 per day for ESOs. Days are calculated from the time work was initiated to the time completed. Fractional days worked are billed at a full day.

To suspend or cancel an ESO, email your Aestiva Account Coordinator. Aestiva will set the completion time to the date and time of your cancellation notice and cancel future work on the ESO.

Limitations

Each ESO is limited to one day of work (8 hours) of AC coordination, engineering and internal management time. ESOs do not cover production, research, installations, upgrades, transfers, training, and testing.

TSOsTransfer Service Orders cover install support for the on-premise to on-premise move of Aestiva Array and Power Office.

TSOs are managed by Aestiva's AC team, and are supported by Aestiva's production team, Aestiva's engineering team, and managers when appropriate.
A TSO covers:
- Prep Meeting For Test Move
- Support for Install of Aestiva Array
- Support For Transfer To Test
- Support for Upgrade of Aestiva Array
- Support for Upgrade of Power Office
- Hand-off to Aestiva App Team
- Customer Sign-off of test
- Prep Meeting For Go-Live
- Coordination with Aestiva App Team
- Support For Transfer to Live
- Support for Upgrade of Aestiva Array
- Support for Upgrade of Power Office
- Support for Redirect to Live

Aestiva charges $2,470 per TSO.

Limitations
This TSO does not cover support for Windows server administration, new features, fixes, or other application changes. When needed, these items are billed separately. Work is limited to a total of 1.5 days of AC, production, engineering and management time.

USOs Upgrade Service Orders are managed by Aestiva's AC team, and executed by Aestiva's production team and Aestiva's engineering team and managers when appropriate.

A USO covers:

- Define Transfer/Upgrade Plan With Customer
- Help With Array Installation/Upgrade
- Help With Power Office Upgrade
- Help With Trial Run
- Help With Final Upgrade

Aestiva charges $2,470 per USO.

Limitations
This USO does not include the services for new features, fixes, changing servers, or server administration (how to configure servers, web servers, email servers, DNS, firewalls, ports, networks, routers, security, file permissions, etc.). Limited to 1.5 days of AC, production, engineering, and management time.

WSOs Windows Service Orders are MS Windows™ server configuration services used to solve on-premise issues. They are used when customer talent is not available.

WSOs are coordinated by Aestiva's team of ACs, and executed by outsourced (US-based) MS Windows engineers, and when needed, Aestiva's production (PROD) staff, engineering teams and engineering managers.

Aestiva charges $1,850 per WSO.

CUSTOMER WARRANTY
By making this purchase customer explicitly warrants to Aestiva they have safely backed up their data and they will not hold Aestiva responsible for any loss of data, loss of service, or other damages that can arise from changes to the configuration of a server environment.

Other Limitations
This WSO does not include the services for new features, fixes, and upgrade management. WSOs are not a replacement for server administration (how to configure servers, web servers, email servers, DNS, firewalls, ports, networks, routers, security, file permissions, etc.). WSOs are limited to 1 day of total Windows Specialist, AC, production, engineering, and management time.



ISOs Installation Service Orders are installation services to install or upgrade, test, and deploy a module or product. They are coordinated by Aestiva's team of ACs, and executed by Aestiva's production staff and when needed, Aestiva's engineering teams and engineering managers.

An ISO covers:

-- Define Installation Plan With Customer
-- Configuration of product or module.
-- Help With Array Installation/Upgrade, if applicable, on test.
-- Help With Power Office Upgrade, if applicable, on test.
-- Help with Application installation, if applicable, on test.
-- Help With Array Installation/Upgrade on live.
-- Help With Power Office Upgrade on live
-- Help with product or module installation on live.

Aestiva charges $2,470 per ISO. See limitations below.

Limitations
This ISO does not include the services for new features and administration training. ISOs are limited to 1 day of total AC, production, engineering, and engineering management time applied to a single product or module. For example, the setup and configuration of a product plus two modules requires 3 ISOs.



SISO Systems Integration Service Orders (SISOs) are executed by our production and engineering (ENG) and Senior Management teams, when needed. They and managed by the Account Coordinator (AC) team.

SISOs are used for fully automated file exchanges between Aestiva systems and external systems.

A SISO covers:

File inspection.
Deployment planning.
Coding/Mapping, if needed.
Configuration.
Installation on Test.
Installation on Live.

Aestiva charges $2,880 per SISO.

Limitations
SISOs are limited to one file exchange. For example, an integration requiring 3 file exchanges requires 3 SISOs.



PMSOsPRoject Management Service Orders are orders for project coordination services. PMSOs are executed by a dedicated AC with the help of business managers.

Aestiva charges $7,000 per month per AC for PMSOs. Months are calculated from the time the PMSO was opened to the month ended. Fractional months are billed at a full month.

To suspend or cancel a PMSO, email your Aestiva Account Coordinator.

PMSOs can be used to help roll out Aestiva products across the country, provide coordination between different groups, provide liaison services between corporate and their affiliates, training services, and other project management tasks.

Limitations

Each PMSO is limited to one dedicated Aestiva staff member during Aestiva business hours. PMSOs do not cover research, installations, upgrades, transfers, development, travel, and testing. Aestiva business time (AC plus Aestiva management) is limited to 40 hours per PMSO per month.





About Aestiva Software

Aestiva is a paperwork automation company. We have helped over 1,000 businesses since 1996.

From squeezing down customer response times to streamlining procurement services to building skyrocketing levels of transparency and audit, Aestiva is building a world where businesses run smarter, greener, happier, and better.

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Call 1-888-AESTIVA (237-8482).

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