Tech Support

Lumen & Forge Subscription-Based Support Model

Standard Rate: $220/hr

Business Hours: Monday – Friday, 9 AM – 6 PM

Off – Hours: Any time outside business hours, including weekends, billed at 1.25x the discounted rate

Response Time Guarantees:

Standard Support: 48 – 72 hour response during business hours
Premier Support: 12-24 hour response during business hours
On Call Support: Must be scheduled 72 hours in advance
Enterprise: Fully customizable, including 24/7 support

Subscription Tiers & Pricing Model

No Rollover — Unused hours expire at the end of each month
No Pre-Purchase of Extra Hours — Additional work is billed at the discounted hourly rate

Tier 0

Basic

$200/mo

Included Hours: 1 hour
Additional Hourly Rate: $190 / hr
Off-Hours Rate (1.25x Multiplier): $237.50/hr / hr
Premium Support Availability: Mon - Fri 9am - 6am; Sat - Sun 10am - 6pm
Response Time: Within 48-hrs

Tier 1

Essential

$500/mo

Included Hours: 3 hours
Additional Hourly Rate: $160 / hr
Off-Hours Rate (1.25x Multiplier): $200 / hr
Premium Support Availability: Monday - Friday 6am - 10pm
Response Time: Within 12-hrs

Tier 2

Professional

$1,300/mo

MOST POPULAR

Included Hours: 10 hours
Additional Hourly Rate: $140 / hr
Off-Hours Rate (1.25x Multiplier): $175 / hr
Premium Support Availability: Monday - Friday 6am - 10pm; Sat - Sun 8am - 10pm
Response Time: Within 6-hrs

Tier 3

Premium

$2,640/mo

Included Hours: 22 hours
Additional Hourly Rate: $120 / hr
Off-Hours Rate (1.25x Multiplier): $150 / hr
Premium Support Availability: Monday - Friday 6am - 2am; Sat - Sun 8am - 10pm
Response Time: Within 3-hrs + Priority

Tier 4

Enterprise

CUSTOM

Included Hours: Custom
Additional Hourly Rate: Negotiated
Off-Hours Rate (1.25x Multiplier): Negotiated
Premium Support Availability: 24/7 Support
Response Time: Dedicated SLA

CONTACT US FOR PRICING

Tier 0

Basic

$200/mo

Included Hours: 1 hour
Additional Hourly Rate: $190/hr
Off-Hours Rate (1.25x Multiplier): $237.50/hr
Premium Support Availability: Mon-Fri: 9 AM – 6 PM; Sat-Sun: 10 AM – 6 PM
Response Time: Within 48-hrs

Tier 1

Essential

$500/mo

Included Hours: 3 hours
Additional Hourly Rate: $170/hr
Off-Hours Rate (1.25x Multiplier): $212.50/hr
Premium Support Availability: Mon-Fri: 6 AM – 10 PM; Sat-Sun: 10 AM – 6 PM
Response Time: Within 24-hrs

Tier 2

Professional

$1,300/mo

MOST POPULAR

Included Hours: 8 hours
Additional Hourly Rate: $160/hr
Off-Hours Rate (1.25x Multiplier): $200/hr
Premium Support Availability: Mon-Fri: 6 PM – 12 AM; Sat-Sun: 10 AM – 6 PM
Response Time: Within 12-hrs

Tier 3

Premium

$2,200/mo

Included Hours: 15 hours
Additional Hourly Rate: $145/hr
Off-Hours Rate (1.25x Multiplier): $181.25/hr
Premium Support Availability: Mon-Fri: 6 PM – 2 AM; Sat-Sun: 10 AM – 6 PM
Response Time: Within 6-hrs + Priority

Enterprise

Custom

Included Hours: Custom
Additional Hourly Rate: Negotiated
Off-Hours Rate: Negotiated
Premium Support Availability: 24/7 Support
Response Time: Dedicated SLA

CONTACT US FOR PRICING

Additional Details and Rules

Non-Rolling Hours: Unused hours do not carry over.
Off-Hours Support: Billed at 1.25x the discounted rate, including weekends.
On-Call Support: Requires 72-hour scheduling in advance.
Overage Hours: Once included hours are used, additional hours are billed at the tier’s discounted rate.
Enterprise Plan: Tailored to client needs, including dedicated engineers, custom SLAs, 24/7 support, and negotiated pricing