Upgrades, Maintenance & Support

As with any major endeavor, it’s important to prepare for ongoing maintenance, to keep things running in good condition. Our ongoing support covers the entire technology stack and access to our entire team

Infrastructure (servers, databases, hosting, update network)

Backend services (API, authentication, content management)

Exhibit installations source code

UI and UX Design components

This ensures end-to-end reliability and room for updates and innovation. See

Future Updates & Innovation⁠

These hours will address minor updates, debugging, optimizations, and collaboration with the hardware manufacturer in case of any defects. All available Maintenance Tiers will help keep the MDG’s interactive exhibits in good shape for its many visitors, but Tier 2 and above provide the most ideal levels of response speed and feature flexibility.

⁠

📊 Maintenance Tiers

📊 Maintenance Tiers

Tier

Monthly Hours

Scope

Onsite SLA

Remote SLA (Response Time)

Communication

Monthly Cost (USD)

Estimated Monthly Cost (PHP @ ₱3,722/hr)

Tier 1

15 hrs

Bug fixes, OS/security patches, infra monitoring. Backups. Exhibit updates.

Will resolve remotely, coordinate for onsite deployments over calls with Museo staff

72 hrs (3 business days)

Support ticket system only

$930

₱55,830

Tier 2 (Recommended)

30 hrs

Everything in Tier 1 + small enhancements (UI tweaks, UX improvements, reports)

Proactive onsite, visits minor improvements. Quicker response to issues

48 hrs (2 business days)

Support tickets + Dedicated live chat channel (e.g., Slack/Teams/Campgrounds)

$1,860

₱111,660

Tier 3

50 hrs

Everything in Tier 2 + new feature development

More frequent onsite visits with visitor observation and proposals to enhance all exhibits we’ve worked on. Goal is to grow visits. Enough time to also add seasonal updates. Dedicated team available to monitor exhibits upon requests if features are not a priority.

24 hrs (1 business day)

Support tickets + Dedicated live chat channel and dedicated Project Manager (priority access)

$3,100

₱186,100

There are no rows in this table

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📑 SLA Details

Response Time = time to acknowledge and start work on reported issue.

Coverage: All tiers apply across infra, backend, web frontend, exhibit PC software

Roll-over: Unused hours roll over for 1 month.

Escalation: Critical defects (platform outage, login failure, exam blocking bug) automatically escalated to highest priority.

Feature Requests: If scope >20 hrs, handled as a scoped “mini-project,” but SLA response still applies to initial request.

Channel Access:

Tier 1: Email/ticket queue only (cost-efficient, best for low urgency).

Tier 2 and 3: Live chat channel with WW & BT engineers for faster collaboration + ticket system for tracking.

📊 Maintenance Tiers

📑 SLA Details

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