Overview

This document outlines the pricing structure and associated policies for custom "manual action" work requested by existing clients. This policy applies to all services performed beyond a client's initial onboarding and implementation phase. Our aim is to provide transparent guidelines for clients regarding charges for requested modifications, integrations, or other custom tasks.


Note: Only Superadmin users can make these type of requests.


Additional Resources


Details

Our pricing is based on a standard hourly rate of $150, which is then structured into the following tiers for efficiency and clarity:


1. Manual Action Pricing Matrix:


Manual Action Timing ThresholdsPriceNotes
Less than 15 minutesNo ChargeThis complimentary tier is applicable for single, minor requests (e.g., five sentences or fewer to be added). If our team identifies multiple, distinct requests (either submitted concurrently or across different communications via our support desk, email, or other written channels), the "No Charge" threshold may be superseded. In such cases, these aggregated requests will be subject to a minimum charge of $75, reflecting the cumulative effort involved.
30 Minutes$75This flat rate applies to tasks estimated to take up to 30 minutes of manual action.
Hourly Rate$150For work estimated to exceed 30 minutes, or for complex projects requiring extended effort, the hourly rate of $150 will be applied, billed in 30-minute increments (e.g., 90 minutes of work would be billed at $225).


2. Form Revision Policy:

  • Complimentary Revisions: Upon the delivery of any completed custom form work, clients are granted a Two Business day window for review and approval. Any revision requests that are directly related to the initial scope of work and are submitted within this specified 2-business-day period will be processed at no additional charge.
  • Charged Revisions: Revision requests submitted outside of the aforementioned 2-business-day window, or requests that introduce new requirements or significantly alter the original scope of the delivered work, will be subject to the standard custom work rates outlined in the "Manual Action Pricing Matrix" above. Clients will be notified if a revision request falls into this category before work commences.


3. Request Submission Guidelines:

  • All custom work requests should be submitted through our designated support channels (e.g., Freshdesk ticket, email to support). This ensures proper tracking, estimation, and allocation of resources.
  • All requests submitted should include the following:
    • Exact name of form, as it appears on your questionaire manager. 
    • File type must be a Microsoft Word or Text File (Cerbo no longer allows PDFs as the submitted file)
  • For accurate estimations, please provide as much detail as possible regarding your request, including desired functionality, specific content, and any relevant examples.


4. Invoicing and Payment:

  • Charges for custom work will be invoiced independently and payment is processed using the payment method on file. You will be invoiced within 3 days, following the completion of the outlined work.
  • By submitting a request for custom work that falls within the chargeable tiers, clients agree to the outlined pricing structure.


5. Other Client Terms of Work:

  • It is important to note that these custom work policies operate in conjunction with our broader client terms of service. For comprehensive details on general terms, support scope, and other contractual agreements, please refer to your service agreement or within relevant support communications. 


Conclusion

This policy aims to ensure fairness and transparency in billing for custom work requests, allowing the Cerbo team to allocate resources effectively and continue providing high-quality support. Adhering to these guidelines will facilitate smoother project execution and clear communication regarding expectations and costs. We encourage clients to review their delivered work promptly within the provided revision window to avoid additional charges.