Help CentreSupport plans
Overview of Q-Hub's additional support options, fixed support plans, session pricing, common questions and consultancy services.
Additional support options
Fixed support plans
A fixed cost for a guaranteed level of support.
This is right for you if:
You want us to help you to continually improve the system over time, with or for you.
You don't have the resources to dedicate a person to learn the system.
You want to gradually add new systems and use cases to the platform.
You don't have the in-house skills to learn a larger platform.
Ad-hoc support
Support only when you need it.
This is right for you if:
You can train people to be super-users on the system.
Your platform use is fixed to some use cases, with no urgency to expand usage.
You have the resources to support questions or implement improvements from your users.
Fixed support plans
Plus
Support Plus is our standard upgraded support service. Recommended for any business that wants a regular boost and a call to discuss issues and future plans.
A 1hr monthly session to help you build and improve your systems:
Explain best practice configuration principles
Review and advise on current system usage
General support and guidance
Annual remote training session. Designed as a top-up for your super users. Training focuses on features or use cases you would like to use, plus general training on the latest features.
£95 per month (minimum of 6 months for training)
Bespoke
Sometimes you may need a support plan that is bespoke to your needs. If you need more, or would like to pick and choose what you need, let us know.
Bespoke plans can include:
Dedicated account manager
Frequent training sessions
Consultancy calls
Use case creation
Development hours
Custom development
API integration support
Option for bespoke SLA
Ask us for more info.
Cost breakdown
Training and configuration sessions
To provide the best experience and support, we work by booking in full or half days with our customers. This ensures there is enough time to get things done and avoids work waiting in inboxes. We work with you to ensure the right people are present and the data is available to maximise each session.
These sessions are used for a combination of the following:
System review and refinement – working through feedback from live use and making improvements together on the day
Building new features – configuring additional workflows, forms, or modules you want to add to your system
Rollout support – helping you introduce the platform to wider teams or additional sites
Q&A and coaching – open time for your team to ask questions, explore the platform, and get practical guidance on how to get the most from it
For all sessions, we work with you to ensure there is a clear agenda agreed in advance.
Session type | Description | Price |
|---|---|---|
On-site day | A full day of focused Q-hub time at your chosen location. Can be used for a single purpose or split across several priorities in one visit. | £850 per day |
Remote – full day | Dedicated Q-hub time over a video call. Sessions across a day may be broken up, or require multiple people to dip in and out of the call. Used for set-up and configuration, training, rollout calls and webinars. | £650 per day |
Remote – half day | As above, for a half day. | £325 per half day |
On-site Travel & Expenses (T&E) are billed at cost in arrears.
Mileage is charged at £0.45 per mile.
Accommodation is capped at reasonable, standard local business hotel rates.
Flights, rail and other transit are charged strictly at cost (Economy class).
On-site Travel & Expenses (T&E) are billed at cost in arrears.
Mileage is charged at £0.45 per mile.
Accommodation is capped at reasonable, standard local business hotel rates.
Flights, rail and other transit are charged strictly at cost (Economy class).
Q&A
What does my set-up project include?
Configuration of your agreed modules, review calls during the build, and training on the systems we have set up. Training covers your specific set-up, not the wider platform. For full platform training, it is best to pick a training option for a company super user.
What happens after the project is finished?
The project closes. Ongoing questions, new features and additional help are not included and would need to be covered through a support plan. We often release free training sessions, webinars, and application update tutorials and videos too.
What if something stops working?
If it is a bug (something that does not work the way it was built), we fix it at no charge. If it is a question about how to do something, or a request to build something new, that is support and needs to be arranged separately.
What if I want Q-hub involved on an ongoing basis?
That is what our support plans are for. They give you regular access to our team each month for improvements, guidance, and continued development of your system.
What about improvement suggestions?
Anyone can raise an improvement ticket with the in-app feature. Improvement tickets are reviewed periodically so we can include the voice of the customer in our project planning and road map.
What about help tickets?
We also have general help tickets, where you can ask questions on how the platform works or if you're stuck with something. Response times can vary depending on volume and your help request. Customers on support plans have priority improvement requests.
Consultancy options
Expert consultancy on…
ISO standards: 27001, 14001, 9001, 45001, AS9100, AS9120, GDPR, cyber security
5S, Lean, problem solving
Value stream mapping
Digitisation and implementation
Training courses on…
Internal ISO auditing training
ISO awareness (2-day training)
Practical problem solving
Lean Six Sigma
Lean transformation
ISO standard preparation