At Audienceware, we are committed to providing high-quality digital solutions for Not-for-Profits (NFPs) and commercial clients at some of the lowest rates in the industry. This is only possible thanks to our clients who embrace our efficient, scalable support model. By working within this structure, you help us keep costs down while still delivering excellent service. Below, we explain how our model works and how it benefits you.

1. No Dedicated Account Teams – Efficient Support Structure

Unlike traditional agencies, we do not assign dedicated account managers to individual clients. Instead:

  • All support requests are managed through our Support Portal, ensuring that queries are tracked, prioritized, and handled efficiently.

  • This approach eliminates the overhead costs associated with maintaining dedicated account teams, allowing us to offer lower rates.

2. Subscription-Based Priority Support

  • Our subscription clients receive priority support, enabling us to plan resources efficiently and allocate capacity in advance.

  • Non-subscription clients receive support as capacity allows, which helps us maintain industry-low pricing.

  • If you require faster turnaround times or dedicated service, premium priority support is available at commercial rates.

3. Fully Utilized Team – No ‘Bench Time’ Costs

  • Our team operates at full capacity, meaning we do not carry spare resources waiting for unscheduled work.

  • This efficiency allows us to keep hourly rates lower than competitors who factor ‘idle time’ into their pricing.

4. No Fixed Timelines – Available as a Premium Service

  • We do not provide fixed timelines for support requests, as all non-subscription work is scheduled based on availability.

  • Guaranteed timelines and fast-tracked services are available under our premium 'Solutions Services,' which includes full project management and dedicated resources.

5. When Consulting or Priority Service is Required

Certain types of support fall under billable consulting services rather than standard support, including:

✅ One-on-one calls for in-depth guidance or strategy discussions.

✅ Urgent support requiring immediate response outside standard scheduling.

✅ Custom development, integrations, or specialized solutions.

If you require consulting or premium service, we offer fixed response times and dedicated experts at commercial rates ($240/hr).

6. Exceptional Escalations – Consultant Engagement When Needed

In exceptional cases, we may involve a consultant if we believe their direct engagement is essential to achieving the best outcome. This is done when we determine it’s necessary to ensure success and is included as part of our commitment to service excellence.

However, if a client chooses to engage a consultant directly for advice, strategy, or hands-on assistance, this is considered a billable consultation and can be arranged upon request.

7. Self-Service Resources & Help Guides

  • To reduce support costs, we maintain a comprehensive help section where you can find answers to common questions.

  • We encourage clients to check the Knowledge Base before submitting tickets, which helps us keep response times fast and service costs low.

8. Clear & Transparent Billing

  • We do not inflate support costs or include hidden fees.

  • All billable work is clearly outlined in advance so you can decide how to proceed.

What This Means for You

Thanks to your support, we can offer affordable, high-quality services without unnecessary overheads.

  • Subscription clients enjoy predictable, prioritized support.

  • Non-subscription clients receive cost-effective support as capacity allows.

  • Premium and consulting services are available for those requiring immediate or specialized attention.

     

📌 Need help? Submit a request through the Support Portal. If your request falls under billable services, we’ll let you know before proceeding.

By working within this model, we can continue offering some of the lowest rates in the industry while maintaining excellent service standards.

Thank you for making this model possible and for your continued partnership!

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