Tier 3 Support Explained
What are the charges for support?
How can I track what my charges are?
Is Tier 3 the only level that charges for support?
Is there a difference between Self-Support and Standard?
This answer explains just Tier 3 Support. If you want a broader answer about all support levels, you should start with "Support Tier Levels (Four Levels)".
Why a Charge for Support
Many sites offer "free support" but you end up paying for that support through a per-person fee. When you include set-up fees, you could end up paying over a thousand dollars for a large event where on EventCORE that may only cost you just a couple of hundred dollars. Our per-incident support option gives you more control over your costs. We have many who incur minimal or no support costs.
Discounts
If you are a member of the Cru Global Leadership office, a Cru Ministry, Priority Partner or if you host multiple events with us, you may be able to get a discount.
When you first set up your site you provide a support billing contact and choose a specific rate. If you select one of the discounted methods, your request will be forwarded to Tier 3 and they will get back to you with an answer. You simply make the request and if Tier 3 has questions, they will get back to you. Your rate will show as "Pending Request" during this time. After Tier 3 makes the adjustment, your new rate will show. This requires a single 5 minute Tier 3 ticket.
When There is No Charge
If it is determined that there is a technical error or if the instructions in the help center are unclear/non-existent, there would be no charge for support. Another situation where there may not be a charge is when Tier 3 simple points you to an answer in the help center. The bottom line is if an error or incomplete help center answers are the cause, there is no charge. But if you contact Tier 3 for something that should easily have been found in the help center, then you will be charged.
Self-Support vs Standard Support
These two options are both at the standard support rate. The difference is simply one of indicating "intention." It just helps us know how we are doing with self-support. If you plan on using self-support but end up contacting us a bunch, we may dig further to see what we can do to improve the ability for a person to do self-support from the Help Center.
Details Discount Description
The following are the discounted support options that need approval. If you choose "Standard Site" or "Self-Support" approval is not needed and any support you use will be at the standard rate. Here are some of the common other types.
- Global Leadership Office paid for the initial development of this tool. Events managed by this office can request this discount level.
- Cru Ministries also are eligible for a discount.
- Priority Partners are those people who have a strategic partner with EventCORE. If you request this discount, you'll be asked to explain the nature of your partnership and the request will be evaluated on a case by case basis.
- Multiple Events if your ministry hosts 3 or more events with us in a given year, you are eligible for this discount.
You can view your ongoing support charges by going to Admin: Set-Up => Settings. Near the bottom of the page there is a section for Billing and Support. Click on the "Current Bill" or "Current Tickets" link to get a real-time summary of your bill.
A Comment on Timed Support
This option allows for you to be billed just for the support you use. We bill at a set hourly rate* in 5 minute increments. You are not-billed for items that are deemed to have been caused by an error in the EventCORE code. Having now monitored this for a year, around 80% of all requests are completed in the first 5 minute allocation. The average site of 200 attendees uses about three tickets per event. So that means that most sites who do use timed support incur a charge of less than $25.
Custom Programming and Feature Enhancements
These are handled on a case by case basis with an estimate given prior to the commencement of requested work.