Billing & payments
How hourly support works, when the higher rates apply and how you can pay. No surprises on the invoice.
How hourly support works
During office hours (Mon-Fri 09:00-18:00) support is billed in 30-minute slots; a started slot is rounded up to the next one. Outside that window, billing is in whole hours (1-hour minimum), with or without an active on-call plan.
The rate depends on the technology we work on: you can find it in the price list.
Pricing →Before any intervention you get an estimate of time and cost. Quotes are always free.
Rates by time band
| Office hours | Out of hours, day & evening | Night (22:00-08:00) | |
|---|---|---|---|
| Mon-Fri | 09:00-18:00 · €75/h | 08:00-09:00 and 18:00-22:00 · €105/h | €135/h |
| Saturday & Sunday | closed | 08:00-22:00 · €150/h | €190/h |
| Public holidays | closed | 08:00-22:00 · €190/h | €225/h |
Emergency during office hours (started within 60 minutes): €110/h instead of the standard rate. Out of hours a fast start is not something you buy with a higher rate: that is what the on-call plan covers. The bands are contiguous and cover the whole day, with no gaps: on weekdays the night (22:00-08:00) runs until 08:00, the reduced bands (€105/h) cover 08:00-09:00 and 18:00-22:00, office hours are 09:00-18:00. Work outside office hours is billed in whole hours (1-hour minimum): 70 minutes at 19:00 on a Monday count as 2 hours at €105/h, that is €210. Band rates and rounding apply equally to everyone, with or without an on-call plan: the retainer pays for availability, it does not discount the intervention. All prices exclude VAT.
Out-of-hours on-call
The monthly retainer pays for availability: being reachable and ready to intervene within 1 hour for P1 emergencies in the covered window, with a direct emergency number, monitoring with alerts and access ready to go. It does not discount the work itself, which follows the band rates above. Seats are few by design, and on-call only activates on systems we built or manage continuously.
Saturday and Sunday around the clock: P1 always, P2 during the day (08-22). Public holidays excluded.
Mon-Fri out of hours (18:00-09:00): P1 always, P2 in the reduced 08:00-09:00 and 18:00-22:00 bands. Public holidays excluded.
All out-of-hours time, public holidays included: it is the only plan that covers them.
Out-of-hours emergencies are guaranteed only to clients with an active plan: without a retainer, night or holiday work is best effort - an engineer already busy on another emergency may fix yours too, but that is luck and grants no response time whatsoever. Organised availability is exactly what the retainer buys. Scheduled work is different: a night or holiday job planned at least 20 days ahead is available to everyone, with no retainer, at the surcharged rate of the band. With annual prepayment you pay 11 months out of 12 (€2,200/year, €3,300/year or €4,950/year). Prices exclude VAT: the plan is formalised in writing on your real case.
How it works and why it costs money →Payment methods
Transfer details are on the invoice and proforma. Reference the document number in the transfer.
Online payment via a secure link, with the main international networks (Visa, Mastercard, American Express).
We issue electronic invoices (Italian SDI). Ongoing management is billed monthly; one-off jobs at completion.
How fast do we intervene?
Response and pickup times are described on their own page.Response times →
Questions about costs or billing?
Write to us: you get a clear estimate before any intervention.