Support Info

Oversight For Power Office and Webigami Based Products


Last Updated: 06/01/2019

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

Aestiva provides application licenses, fixed-cost quoted professional services, and service orders. Each is described below.

Fix-cost quoted pricing is provided on the sales of quoted Power-Office and Webigami based products. In this case, the sales, discovery, specification and training is quoted, in advance. In these cases all tasks are billed based on the terms of the quoted work. We recommend fix-cost pricing to control costs in a widely accepted, industry-accepted manner.

Service Orders are available on Power-Office and Webigami based products when providing general maintenance tasks, like those related to the need to research data issues, make ongoing minor changes, and situations requiring two or more ongoing meetings every month. Service Orders cover the meeting times, communications, and programming tasks needed at standard Service Order rates. We recommend pure Service Orders when engaging in many smaller tasks since it offers lower costs than fixed-cost pricing.

Project-based pricing is available on Power Office based products and Webigami-technology based solutions. In these cases Service Orders are generated as time is spent. Project-based pricing provides a high degree of flexibility.

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.

Record-Keeping
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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