Some examples of when we bill for support

Our team has an incredible record of assisting customers at an average wait time of only 15 seconds for thousands of live chat sessions. Since the COVID-19 pandemic, however, we've seen a sharp increase in live chat support sessions where customers request design changes to websites and assistance with graphics, photo editing, creating surveys, etc. These requests fall out of the scope of normal CMS support inquiries and will be billed at our standard hourly rate of $85 per hour. Rush requests for design work are billed at a higher rate of $120 per hour. So if you say "ASAP", there will be a higher rate. We will let you know in live chat if there will be a charge.
 

Creating security work for our Dev Ops Team WILL result in a charge

Another scenario that will result in billable charges is when you (or your vendors) perform security tests against our systems without scheduled notice which create alarms and unnecessary work for our team. False-positive security work and wild goose chases for non-existent issues WILL result in a dev ops team charge. These rates are higher ($165/hr). This has happened a few times recently, so make sure you schedule all scans of our systems or you will violate our terms of service (https://www.evogov.com/tos) which may result in a termination of your website services.

Thank You!

Please know that we do appreciate your business and want you to know that we are here and happy to assist you.
To continue to provide you with the best services and support possible, we need to bill for our services where necessary.