Service agreement for solving support and development tasks

If you need help with WordPress, Magento, Shopify*, Umbraco or mobile app projects, you can make a service agreement with us.

You will be assigned a technical project manager who understands your platform and who will familiarize themselves with your setup before the collaboration starts. In addition to solving technical tasks, we will also share with you a lot of our knowledge and experience.

You often speak directly with the technical project manager when your tasks need to be solved.

We solve many different tasks—including development and customization of websites and webshops, UI/UX optimization, programming of plugins/modules, speed optimization, integration development, backend development, update installation and configuration of 3rd party plugins/modules, technical SEO, setup and configuration of servers, and configuration of various Google tools such as e.g. Google Tag Manager.

We are also happy to take over and further develop apps—both the app itself as well as the underlying "backend system".

Our hourly rates depend on the tasks we solve. You can download our pricelist here.

We don't round up to almost 30 or 60 minutes when we meet or work on a task (although this is often the case within the industry). With us, you only pay for time spent and we distinguish billable with non-billable hours.

We usually respond within 30-90 minutes during normal business hours which are 8:00 AM to 7:00 PM Philippine Time (GMT +8).

Between 19:00 and 23:00 Philippine time, existing customers can contact us on a support email. Between 23:00 and 06:00 we do not provide support unless we have an agreement to this effect, e.g. in connection with the launch of new websites or webshops.

At 1902, your contact person is the technical project manager who is responsible for the collaboration. They will be the point person when you have one or more tasks that need to be solved.

To make it easy, we have a project management system where all communication takes place and where you can enter a task. This way, there is full documentation of what has been agreed upon.

In this system, you can also follow the tasks so you’re updated on how far along in the process they are. This is done in our system’s scrum board.

Before a task begins, you get a very detailed estimate where you can see what the various sub-tasks are expected to cost. You can also, in collaboration with your project manager, decide whether changes must be made to the task list before the work begins.

Before you enter into a service agreement with us, we do a review of your website, webshop, or app. The goal of the review is for us to understand how your system is "screwed together" so we know what we are getting into. The review is free and we focus on:

  • Code quality
  • Structure of systems (checking if any changes have been made to the base system, etc.)
  • Measuring speed
  • Review of 3rd party modules (are they all necessary and are they updated?)
  • Technical SEO
  • Server setup or review of hosting setup

It usually takes 2 days from the time we get access to your system up until our review is complete. And we can go through with it for you.

If we do not find serious errors, we can typically start solving tasks a few days after the review. Contact us today so we can have a chat about how we can work together.

*Shopify: We will launch Shopify support and development in Q1 2023

View our prices

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