Understanding Your Support Fee

The Support Fee is a monthly charge that covers access to support across Better Comms. This article explains what it covers, when it starts, and what to do if you have questions.

What is the Support Fee?

The Support Fee covers the ongoing support you receive from Better Comms across all of our teams, including:

• Technical support
• Customer service
• Billing support

It ensures that whenever you need help, our teams are available to assist you.

When does it start?

• The Support Fee is free for the first 12 months of your agreement as a goodwill gesture
• It is charged at a monthly rate from month 13 onwards
• You will receive communication ahead of this charge beginning

Why am I being charged now when it was free before?

The first 12 months of your Support Fee are provided free of charge as a goodwill gesture while you settle into your new system. After this period the charge is applied in line with your agreement.

If your invoice has increased and you are unsure why, it may be because your free support period has ended. Contact our billing team and we will provide a full breakdown of your current charges.

What remains the same?

The Support Fee does not change the level of support you receive. You will continue to have access to:

• The same support teams
• The same response times
• The same level of service

The fee simply reflects the ongoing cost of providing that support after the initial free period.

When to contact us

Contact our billing team if:

• You have a question about when your Support Fee began
• Your invoice has increased and you are unsure why
• You would like a full breakdown of your current monthly charges