Support Plans
Choose a plan that fits your needs:
from free support to full assistance
Guaranteed Plan
Basic
Includes all features of the Guaranteed plan, expanded with additional services:
- Dedicated account manager
- Response to request within 4 hours **
- 4 hours of communication with the team (technical questions, task analysis, consultations)
- 1 online meeting
- Monthly report on completed work
- Regular backups and test restores
Standard
Includes all features of the Basic plan, with an enhanced level of support:
Maximum
Includes all features of the Standard plan, complemented by premium services:
- Response within 1 hour **
- 20 hours of communication + voice support
- 8 online meetings
- 70% discount on visual work ***
- 2 hours of content updates
- Regular plugin and module updates
- Speed optimization (Core Web Vitals, PageSpeed)
- 24/7 site monitoring, WAF, and DDoS protection
- Technical report on site condition
- Lifetime bug fixing
- Individual development discounts
Premium
Includes all features of the Maximum plan, with full personalization:
Comparison of All Plans
| Service / Plan |
Guaranteed$0/mo
|
Basic$99/mo
|
Standard$399/mo
|
Maximum$900/mo
|
Premium$1400/mo
|
|---|---|---|---|---|---|
| Online support via request form (weekdays 10:00–18:00) | |||||
| Requests via support@solomono.net (24/7) | |||||
| Response time to a request | up to 12 hours | up to 4 hours | up to 2 hours | up to 1 hour | up to 30 minutes |
| Full access to SoloMono instructions and knowledge base | |||||
| Dedicated personal manager | |||||
| Dedicated personal account manager (24/7) | |||||
| Communication with the SoloMono team | 4 hours | 8 hours | 20 hours | 30 hours | |
| Discussion of technical issues of the SoloMono platform | |||||
| Discussion, assessment, and analysis of tasks and bugs | |||||
| Consultation and help with the admin panel | |||||
| Recording video instructions | |||||
| Writing step-by-step instructions | |||||
| Calls and voice support | |||||
| Dedicated board in the task tracker | |||||
| Online meetings | 1 (up to 1 hour) | 4 (up to 1 hour each) | 8 (up to 1 hour each) | 10 (up to 2 hours each) | |
| Discount on visual content for the website | -50% | -70% | -90% | ||
| Content updates (images, texts, products) | 1 hour | 2 hours | -90% | ||
| Priority bug fixing |
(up to 2 hours)
|
(up to 1 hour)
|
(up to 30 minutes)
|
||
| Security analysis (site security check and vulnerabilities) | 1 time/mo | 1 time/mo | 1 time/mo | ||
| Regular backups (daily/weekly) + test restore | |||||
| Monthly work report | |||||
| Technical report (security, speed, backups) | |||||
| Plugin and module updates | |||||
| Website speed support (Core Web Vitals, Google PageSpeed) |
(90+ points)
|
||||
| 24/7 website monitoring (graphs, triggers, WAF, DDoS protection) | |||||
| Platform usage master class | |||||
| 12 months of free SoloMono platform bug fixes | |||||
| Free bug fixes after 12 months | |||||
| Individual discount for development outside the plan | |||||
| Dedicated direct contact with SoloMono company director |
- * Support hours:Online consultant available on weekdays from 10:00 to 18:00.
- ** Response time:Indicates the maximum time within which the SoloMono team starts processing your request after receiving it.
- *** Visual website updates:Includes banners, color changes, fonts, pop-up elements, and other graphic modifications. Covers image, text, and product replacements or creation of new catalog items.
Frequently Asked Questions
What is not covered by the 12-month warranty?
The warranty does not cover custom modifications, third-party modules and integrations, issues caused by hosting configuration, major design changes, development of new functionality, or problems resulting from an incorrect hosting environment.
If a bug was caused by a custom modification, what happens?
Bugs caused by custom modifications or external modules are evaluated separately and fixed for an additional fee according to the hourly rate or a bespoke estimate.
What if the allocated support hours are exhausted?
After allocated hours are used, additional hours are provided at a rate of $40/hour and are arranged under a separate agreement.
Do prices change when paying in local currency?
Prices in the price list are stated in USD; exchange rate differences, taxes, or local payment fees may apply and are agreed separately.
Are regular backups and test restores included in all plans?
Regular backups with test restores are included from the Basic plan upward; backup frequency (daily/weekly) depends on the selected plan.
How is issue escalation handled?
Escalation is managed through the dedicated manager or direct contact with the technical lead; the Premium plan also provides direct access to the company director.
Are work reports provided?
Monthly reports on completed work are sent for Basic plans and above; higher tiers also receive technical reports on security, performance, and backup status.
How can I submit a request outside working hours?
You can send a request anytime (24/7) to support@solomono.net — it will be processed according to your plan’s priority once working hours begin.
What does “visual website content” include?
These are design-related tasks — banners, color and font changes, pop-up windows, etc. Higher plans offer up to 90% discounts on these services.