Ongoing support is covered by a prepaid retainer as follows:
Clients buy discounted prepaid time in 5 hour increments with a 15 hour initial purchase minimum i.e. one can purchase 15, 20, 25 hours etc.
A minimum 15 hours of prepaid time must be purchased every 6 months.
Prepaid time is valid for 6 months from the date of purchase; 15 more prepaid hours may be purchased when time is either used or expires.
Prepaid time may be used for initial onboarding, user support, cloud platform management (e.g. Google, Dropbox, etc) or general IT projects.
Fogdog assesses client's time use for efficiency; when time is about to run out or expire, a recommendation to purchase additional time based on that assessment is made. (Time expiring is very rare and we work for it not to happen.)
Prepaid rates are currently $200; standard rates are $235, but those are only offered as a supplement should prepaid time run out and one's retainer is not replenished within the 7 business day grace period.
Fogdog's contract details all this out and can be shared on request.