Support & onboarding pricing
Bug fixes are inside the subscription and never counted against anyone. What is metered in hours is setup, training and customisation — bought as packages on Pro, and included on Enterprise.
What counts against hours?
The rule is simple: a defect in the system is on us; work done for you alone is counted.
| Service | Inside the subscription? |
|---|---|
| System bug fixes | Yes |
| Cloud-service issues | Yes |
| Extra training | By the hour |
| Initial setup — accounts, warehouses, roles | By the hour |
| Data migration from Excel | By the hour |
| Custom reports and workflows | By the hour |
| On-site visits | By the hour, plus a fixed visit fee |
| Priority response and follow-up meetings | Enterprise |
Support on Pro and Enterprise
What each subscription gets before buying a single hour.
| Pro | Enterprise | |
|---|---|---|
| Channels | WhatsApp and phone in working hours | Same channels + a named account manager |
| Support on public holidays | — | ✓ |
| Bug tickets and “how do I” | ✓ | ✓ with priority |
| Onboarding hours at the start | From packages | Included, by headcount |
| Monthly support hours | From packages | Included, by headcount |
| Follow-up meeting | — | Quarterly or monthly, by headcount |
| On-site visit to fix an issue | Visit fee | Free in Cairo and Giza from 6 users |
| Discount on extra hours packages | — | 15% |
What Enterprise includes, by headcount
The band is set by the number of full users, and moves up automatically as the count grows.
| Users | Onboarding hours at the start | Monthly support hours | Follow-up meeting | On-site visit to fix an issue |
|---|---|---|---|---|
| 1 to 2 | 5 | — | Quarterly | Visit fee |
| 3 to 5 | 15 | 1 | Quarterly | Visit fee |
| 6 to 15 | 30 | 2 | Monthly | Free in Cairo and Giza |
| 16 to 30 | 60 | 4 | Monthly | Free in Cairo and Giza |
| More than 30 | 120 | 8 | Monthly | Free in Cairo and Giza |
How much does Enterprise save you on support?
Enterprise costs 400 EGP more than Pro per full user per month. The table sets that difference against what the included onboarding and support hours would cost as packages.
| Users | Price difference vs Pro, per year | Included support, first-year value | From year two | What is left of the difference for the other Enterprise features |
|---|---|---|---|---|
| 1 to 2Example: 2 full users | 9,600 | 3,500Included support covers 36% of the difference | — | 6,100 |
| 3 to 5Example: 5 full users | 24,000 | 17,550Included support covers 73% of the difference | 7,800 | 6,450 |
| 6 to 15Example: 10 full users | 48,000 | 32,400Included support covers 68% of the difference | 14,400 | 15,600 |
| 16 to 30Example: 20 full users | 96,000 | 59,400Included support covers 62% of the difference | 26,400 | 36,600 |
| More than 30Example: 50 full users | 240,000 | 108,000Included support covers 45% of the difference | 48,000 | 132,000 |
Valued at the hour price of the package matching the band's hour count (table below), on full users only — a light user's difference is 200 EGP a month and does not move the band.
A company of 10 full users pays 48,000 EGP a year more on Enterprise than on Pro, and receives onboarding and support worth 32,400 EGP. So multi-company, approval flows, customisation, the API and the account manager effectively cost it 15,600 EGP a year.
Onboarding hours are one-time, in the first 3 months, and conditional on the annual contract; from year two what stays included is the monthly hours and the features.
Rules for the included hours
- Onboarding hours are valid for the first 3 months and conditional on the annual contract.
- Monthly hours do not carry over, and bug tickets are never deducted from them.
- Adding users during the year moves the customer to the higher band from the next month, with the difference in onboarding hours between the two bands added.
Want support included?
Enterprise starts from one user and is bought and paid for directly. On Pro or Offline, talk to us to pick the right package.