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General Requests

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Please note that if this request falls outside of your available retainer hours we will provide a quote before moving forward.

Please note, you will be billed at our hourly rate of $110. Any request exceeding $500 will we quoted and require sign off.

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Hiilite reserves the right to re-prioritise your request based on its content and our teams' current workload.

Low: I need this done in the next few days.

Medium: I need this done within 24 to 48 hours.

High: I need this done by end of day.

Red Alert: I need this done immediately. In this instance, please call out office

Requests marked as High, received after 2 pm, may be pushed to the next day depending on current workload.

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Please note, you may be quoted for an additional rush charge.

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By clicking I Agree below and submitting this form you indicate that you agree to the following:

1) If you have an active, ongoing retainer with Hiilite, your request will be taken out of this month's budget. If your request exceeds your allotted hours, you will be billed at our hourly rate of $130/hour.

2) If you do not have an ongoing retainer, your request will be billed at our standard hourly rate of $145/hour with a one hour minimum.

3) If your payment information is on file, you will be billed automatically.

4) Any request that would exceed $500 will be quoted and require sign off before work begins.

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Low: can be done in the next few days
Medium: 24 hour turnaround
High: Needs to be done by end of day
RED ALERT!: You should probably call us

While we can not guarantee your ticket will be completed in the time frame you have selected, we will do our best to accommodate your request. Your ticket will be reviewed and scheduled based on needs, urgency and our current workload.
Requests marked as High, received after 2 pm, may be pushed to the next day depending on current workload.
Please describe your issue or request in detail.*
Also, if you know who your regular developer is, you can request them here and we will do our best to accommodate based on their current queue.
If you are experiencing an error, please include steps to replicate as well as your device and browser. If you are using Internet Explorer, please include the version.
Relevant documents
Upload any file needed to complete your request such as images, pdf, etc.
If you are getting an error message, please include a screenshot.
Drop files here or

Max. file size: 512 MB.
Terms and Conditions
By clicking I Agree below and submitting this form you indicate that you agree to the following:

1) If you have an active, ongoing retainer with Hiilite, your request will be taken out of this month's budget. If your request exceeds your allotted hours, you will be billed at our hourly rate of $130/hour.
If you only have hosting with Hiilite, only hosting related support will be covered at this rate. All other support will be billed in accordance with section 2.

2) If you do not have an ongoing retainer, your request will be billed at our standard hourly rate of $145/hour with a one hour minimum.

3) If your payment information is on file, you will be billed automatically.

4) Any request that would exceed $500 will be quoted and require sign off before work begins.
Terms and Conditions*
- I Agree
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