What is the difference between free support and paid consulting?

timeSensor AG offers two different services: Support and Consulting. Both have their purpose and objectives, but they address different needs. To clarify the difference, we have put together this article.

What is Support?

Support is a service designed to solve technical issues or malfunctions with our software. The goal is to ensure the software works as intended. 

Examples of support requests:

- The software doesn’t start or shows error messages.

- A specific feature is not working as expected.

- There is an issue with the installation or connecting to a server.

Support is essentially our "repair service," aimed at fixing disruptions and getting your software back up and running. Support costs are usually included in your contract (e.g., software maintenance contract or SaaS rental agreement), which also defines the details of the service (contact options, response times). Therefore, support typically does not incur additional costs.

Support is like roadside assistance: If your car breaks down – for example, a flat tire or an engine that won’t start – roadside assistance helps fix the problem so you can quickly get back on the road. It’s about eliminating disruptions, not improving your driving skills or planning your route.

What is Consulting?

Consulting is a paid service where we help you make the most of our software. It’s not about fixing technical issues but about making your work more efficient, effective, and customized. 

Examples of consulting services:

- Advising on how to adapt the software to your specific business processes.

- Assisting with data analysis and structuring.

- Conducting training or workshops for your team.

- Optimizing your workflow using the software.

- Setting up interfaces, customizing letterheads, and templates.

Consulting is more like a "guidance journey," where we work together to find the best way to achieve your goals with our software.

Consulting is like a driving instructor: If you want to improve your driving skills or try new routes, the driving instructor helps. They show you how to reach your destination more safely, efficiently, and comfortably. They help you enhance your skills and get the most out of your vehicle.

Why is consulting a paid service?

Consulting is a personalized service tailored to your specific needs. You benefit from our expertise, experience, and the time we invest in finding the best solutions for you. Since it goes beyond the scope of technical support, it comes with a cost.

How can I request support or consulting?

1. For support: Contact our support team via hotline@timesensor.com or the customer portal. This service is usually free as part of your software maintenance contract or support agreement. The guaranteed response times depend on the support agreement (best effort, 24h, or 4h).
2. For consulting: Schedule an appointment with our consulting team via consulting@timesensor.com. Consulting is billed at the rates applicable at the time of service (end of 2024: CHF/EUR 220.00/h).

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