When signing contract, inside Technical request all range of activities which will be performed during that 1 month, is negotiated.
Working on other questions, besides of negotiated inside Technical request, is not expected.
Work is performed on prepaid basis.
There can be cases, when there could be no free human resources to perform tasks for you when you decide you need them.
This can happen in case if all resources are busy on other contracts.
In this case we'll have to defer start of service defined in contract to some date later.
While providing long-term services with Service-level agreement the questions are solved immediately as soon as they arise, without additional contracts and negotiations through Technical request document.
Work is post-paid after each serviced month.
Minimal order - 6 month, with auto-prolongation.
After signing contract for 6 months, we can't decline in providing services.
Priority 1 tasks from SLA are served whenever it's night, day off, holiday, etc.
All subsequent contracts with other customers are planned according to estimated free resources which are left after performing activities on long-term contracts.
Each customer chooses what is better to perform his tasks.
Some customers who have their own technical stuff who can solve all questions by themselves, including urgent ones, for example hardware issues on server (support for replacing server parts).
And some customers who have questions every day, and there is no one to solve them.
Which choice to make, it's up to you.
You can see prices here
Long-term support for 6 months is cheaper that 6 times of 1-moth with Technical request.
However more expensive than 1 month with Technical request.