Managed Support Terms - for Existing Customers
Managed Support Contract Renewal Clauses
As we renew or sign your Managed Support Contract, please take note of the following important clauses, which govern how your managed support hours will be used and billed.
Clause I: Managed Support Hour Consumption & New Feature Development
During the contract period, your monthly support hours can be used for any of the managed support works within the available hours allocated for that month.
If you request new feature development, changes, enhancements, or additional work beyond the scope of regular support, Brazen Group offers the opportunity to consume the available support hours for that month, provided the task is within the available hours.
The Brazen team will first evaluate the request, estimate the effort required. After the estimation, Brazen team will submit an estimate for approval before commencing any work.
Please note that any time spent on gathering requirements and estimating the new task will consume the available support hours.
Example: If your contract provides 80 support hours per month and you have consumed 40 hours by the end of January, and you request a new feature development that is estimated to take 56 hours, you will have 40 hours remaining in January. In this case, the calculation is as follows:
56 hours (estimated effort) – 40 remaining hours = 16 additional hours required.
The 16 hours will be quoted separately and billed in addition to your existing support contract value.
We can only proceed with this additional work after receiving your written approval for the extra hours.
Clause II: Carry-Forward of Unused Hours (not applicable for new customers)
Unused support hours in any given month can be carried over to the next month.
If you have a monthly support hour allocation, such as 80 hours per month, and you only use 75 hours in January, the remaining 5 hours can be carried over as our value-added service. You can consume the unused hours as needed for subsequent months.
Example: If you use 75 hours in January and 100 hours are required in February, you may consume 5 hours from your remaining support hours from January. The remaining 95 hours will come from the February and March allocation, and the balance of the support contract will be adjusted accordingly.
Important Notes:
Effort Estimation & Quotation: Any effort used for evaluating and estimating new work, as well as for creating quotations, will consume your available support hours. You will be informed about the usage of these hours upon submission of the quote.
Completion of Work: Projects requiring extended effort, such as a 7-day job, cannot be delayed or carried over for several months. For operational and logical reasons, Brazen cannot accept long-delayed tasks as part of the ongoing support. It is a distraction to both your business and Brazen team.
Completion of contract period: Bucket hours cannot be carried forward from one contract to another contract. For example: A contract of 3 months of 80 hours each month creates a 240 hours bucket. On renewal of the contract, only the new bucket of hours will be applicable for the next period of contracts.
Extra hours: In case, in a given contract period any extra hours required to complete some development/maintenance, those extra hours will be billed separately.
We hope this helps clarify our Managed Support policy for the upcoming contract period. Should you have any questions or need further clarification, please don’t hesitate to contact our sales team.
Thank you for choosing Brazen Group for your managed support needs.
Best regards,
Team Brazen Group