Our Support

💬 1. One-off Consulations

For anyone who isn’t on an active project or plan but needs advice on:

Automation strategy
System or platform setup
Integration scope or troubleshooting

Includes:

1-hour Teams session (recorded on request)
Follow-up summary
Your first hour is $250
If the session runs over, we’ll continue to bill in 15-minute increments at the same hourly rate
So if the consult goes 1 hour and 14 minutes, it’s still $250
If it hits 1 hour and 15 minutes or more, it becomes $500 total

🤝 2. Partner & Project-Based Support (Included)

If you’ve engaged us for any of the following:

ServiceM8, Simpro, or AroFlo setup
A custom automation build
Any major Trade Magnet project

You’ll receive:

🕒 30 Days Priority Support (Included)
Starts from project handover or first training session
Email or Teams support for questions, fixes, and adjustments
Covers multiple questions/issues — this is your time to fine-tune everything

⚠️ Once the 30 days are up, your support will fall under our Basic Support tier (see below)

📦 3. Ongoing Support

Once your initial support window ends, ongoing support is available based on your hosting plan or setup type.

🧰 Basic Support – $50/hr (inc GST)

First 15 minutes per request is free
Charged in 15-minute blocks after that

This applies to:

Basic Plan ($29/mo) users
Growth Plan ($89/mo) users
ServiceM8/Automation clients past the 30-day support window

Includes:

Email support for tweaks, troubleshooting, advice
Applies across all platforms: ServiceM8, Simpro, AroFlo, etc.

🚀 Priority Support (Pro Plan)

Pro Plan ($199/mo) includes:
8 hours of support per month
Additional support beyond that charged at $50/hr (inc GST)

Ideal for businesses needing regular adjustments or technical assistance

🧠 Not Sure Where You Fit?

☝️ Booked a one-off consult? You’re under Consultation Support

🚀 Had a setup project with us? You’re in 30-Day Partner Support (then into Basic Support)

👍 On a hosting plan? You’re already covered under the relevant tier

If you’re unsure, shoot us a message at hello@trademagnet.com.au and we’ll get you sorted.

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