Support Plans – 2027 Rates

Download 2027 Support Plans Detail here

From 1 January 2026, we introducing a significant overhaul of our support plans. Our goal was to make our support options clearer, fairer, and more flexible – ensuring that you can access the right kind of help at the right time. The changes have proven very popular, in particular the introduction of a new midweight plan called Guide. This new plan fills the gap between our Buddy and Guru plans, giving you a more gradual sliding scale of support plus the option to upgrade mid-year if your needs change.

Plan principles

Our support plans are designed to give every customer access to the right level of help, at the right time. Rather than boxing you into narrow categories of what is or isn’t included, we base each plan on predicted usage patterns. To help you choose well have a look at the illustrations on the downloadable info sheet above. You can request a usage report at any time.

Pricing policy

Higher level support plans represent excellent value by offering discounted access to support, with greater savings at higher tiers when compared to our standard hourly rate of £66 (inc. VAT). Guide represents a 7% saving and Guru a 16% saving.

Plan upgrades policy

If you are likely to exceed your plan, we will alert you at 90% usage, at which point we may suggest:- early renewal of your plan; an in-year plan upgrade; or to handle the specific job requested at our standard hourly rate; — whichever offers the best value. Renewing early or Upgrading to a new plan begins a fresh 12-month period with a new annual hours allocation. Downgrades can be made at annual renewal, informed by your usage over the previous year.

Fair service policy

Each plan includes an annual allocation of support hours to be used within 12 months. We recognise that the world isn’t always predictable, so we’ll do our best to accommodate any variety of support request you may have as needs arise. For your peace of mind we operate a 10% grace allowance on all plans so you will never lose access to support just because you tipped over the edge of your plan.