Prepay Support
Prepay Support is our newest way of providing you with technical support and was born out of necessity.
Many of our customers often need us for small queries and problems that can be solved in a few minutes, and we don’t feel that it’s right to charge our minimum 15 minute fee every time.
We deduct technical support time (whether remote or on-site) in 5 minute increments instead, giving you up to 12 support calls for the price of 1 hour!
Our prepay support is the same price as our standard remote support however your prepay hours can also be used for on-site appointments too.
Buying Prepay Support
You can buy prepay support hours online simply by clicking the “Book Now” button on our website.
You are charged $120 for 1 hour of technical support time payable before any support is given
If you would prefer to pay by bank transfer instead, just ask your LiteUp technician to invoice you for a prepay hour instead :)
Redeeming Prepay Support
Redeeming your support is easy. We’ll ask you if you want to use your prepay balance whenever we complete any chargeable work
After resolving the issue or answering your question, we’ll send you an email with a confirmation which will also show your remaining prepay balance.
Things that don’t use your prepay hours
Follow up queries about work we’ve already completed (with the exception of adding or changing anything after the job has been completed)
If we’ve made a mistake and we’re providing technical support to make it right again
Making bookings
Accounting queries
Questions about a new solution or service that we may be able to provide to you
Having a friendly chat with us about our day