Extended Support
Available NowFive priority tickets and broader scope for thirty days after we deliver.
$25.00 CAD
$49.00 CAD
30-day coverage
About This Service
Upgrade your included 2-ticket post-order support to 5 tickets with 1-hour priority SLA and broader scope. Covers questions beyond your specific order for 30 days after delivery.
Overview
Every conversion order in this NexFortis QuickBooks Portal includes two follow-up support tickets within fourteen days of delivery, scoped to the specific order. That is enough for the vast majority of files — most clients use one ticket for a quick question and never raise a second one. Extended Support is the upgrade for the minority of engagements where two tickets and fourteen days are clearly not enough: a complex Premier rollout across multiple users, a transition that overlaps an external accountant review, a file that lands at quarter-end, anything where the questions keep coming for thirty days, not two weeks.
The upgrade does three concrete things. It lifts your ticket allotment from two to five over the support window, it lifts the response SLA from our normal one-to-two-hour business-hour target to a guaranteed one-hour priority SLA, and it broadens the scope from 'questions about your specific order' to 'questions about your QuickBooks Desktop file in general' for the duration of the window. That last point is the one most firms tell us they value: the same engineer who ran your conversion is on the line for unrelated Premier or Pro questions for thirty days, not just questions about the conversion itself.
Pricing is $25.00 CAD at the launch rate (regular $49.00 CAD) and the support window is thirty days from the date of delivery on the underlying conversion or remediation order. Tickets are filed through the Portal so there is a single audit trail and a single timestamp on response time, which keeps the SLA promise honest. Unused tickets do not roll over after the window — if you only use one ticket in thirty days, the remaining four expire — but unused tickets also do not result in a partial refund, because the value of the service is the priority SLA and the broader scope, not the ticket count alone.
The five-ticket count is sized against real usage data from the practices we work with regularly. Two tickets is the median spend; five tickets covers the ninety-fifth percentile. If your ticket usage routinely runs above that we typically suggest a different posture entirely — usually retainer-style engineering rather than per-conversion support — and the pre-purchase chat in the Portal will surface that recommendation if your account history shows it. Extended Support is for clients whose support need is meaningfully bigger than the included two tickets but still bounded by a single conversion engagement.
Extended Support is the only add-on you can attach to an order after delivery, as long as the underlying conversion's fourteen-day window has not already closed. That makes it useful as an after-the-fact upgrade when a client realizes mid-week that their question list is going to outgrow the included support — the Portal lets you upgrade in place and the SLA promise applies to every ticket from the upgrade timestamp forward. It does not retroactively re-time tickets already filed under the included two-ticket allotment, but those tickets continue to count toward your five.
What changes versus included support
Included support gives you two tickets within fourteen days, scoped to questions about the specific conversion or remediation order, with a one-to-two-hour business-hour response target. Extended Support raises the count to five tickets, lengthens the window to thirty days from delivery, broadens the scope to questions about your QuickBooks Desktop file in general (not just the order itself), and tightens the response SLA to a written one-hour priority target during posted business hours. Same engineers, same Portal ticket interface, same single audit trail — only the dials are different.
How the one-hour SLA is measured
The SLA clock starts when your ticket is filed in the Portal during posted business hours. We respond within one hour with either an answer to the question or a clear next step (a follow-up question, a request for a screenshot, a scheduled callback). Tickets filed outside business hours start the clock at the next opening and keep their priority placement for that morning. If we miss the SLA on a ticket for a reason on our side, that ticket is credited back to your remaining allotment automatically — you do not have to file a separate ticket to claim the credit, because the SLA is auditable from timestamps.
When Extended Support is the wrong fit
Skip Extended Support if your ticket usage on past orders has been zero or one, because the included two-ticket allotment already covers that pattern with margin. Skip it also if your support need is structurally larger than five tickets a month — that is not an Extended Support shape, it is a retainer engineering shape, and the pre-purchase chat in this Portal will recommend the right posture if your history shows it. The upgrade is sized for the middle of the curve, not the long tail; honest sizing is what keeps the SLA promise sustainable.
Frequently asked questions
Can I add Extended Support after my conversion has been delivered?
Yes — Extended Support is the only add-on you can attach after delivery, as long as the underlying conversion's fourteen-day support window has not already closed. The Portal upgrade flow keeps the same engineer on the case, applies the priority SLA from the upgrade timestamp forward, and counts any tickets already filed under your included two-ticket allotment toward the new five-ticket total. Tickets filed before the upgrade do not retroactively get the priority SLA, but they continue to live in the same ticket interface.
Do unused tickets roll over after the thirty-day window?
No. Tickets are tied to the specific support window on the underlying order — they do not roll over to a future engagement, and they do not convert into a credit. The value of Extended Support is the priority SLA and the broader scope, not the ticket count alone, which is why we size the count against real usage data instead of selling tickets as a commodity. If you find yourself routinely under-using the upgrade, the right answer is the included support, not a discounted Extended Support tier.
What does broader scope mean in practice during the support window?
Included support is scoped to questions about the specific order — for example, why a particular customer balance reconciles a certain way after the conversion. Extended Support broadens that scope to questions about your QuickBooks Desktop file in general for the duration of the window: how to set up a memorized transaction, how to reconfigure sales tax, how to investigate an item-list bloat issue, anything that does not require us to actually edit your file. Hands-on file edits are still ordered as their own services in the Portal.
Is Extended Support a substitute for a retainer engagement?
No, and we will say so out loud during pre-purchase chat if your account history suggests retainer usage. Extended Support is sized for engagements where the support need is meaningfully bigger than two tickets but still bounded by a single conversion or remediation order. If your firm runs five-plus QuickBooks Desktop tickets a month on an ongoing basis, that is a retainer shape, and we will scope it directly rather than letting you stack Extended Support on every order. Honest sizing is what keeps the SLA promise sustainable for everyone.
What's Included
- 5 support tickets with 1-hour SLA for 30 days after delivery
- Penny-perfect accuracy verification
- Secure file handling (256-bit encrypted, deleted after 7 days)
- Email confirmation and delivery notification
- Money-back guarantee if unsatisfied
Trust & Security
- 256-bit encrypted transfers
- PIPEDA compliant
- Files deleted after 7 days
- Money-back guarantee
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