Gametize Enterprise Plan: Support Hours Policy


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    From Vicott Wong, Backend Lead.

    Benefits of regular Platform Updates:
    • Economies of scale when updating platform codes of multiple platforms together
    • Code changes are usually still fresh in our minds, which leads to lower difficulty of updates, i.e. less time taken.
    • Ensures better security standards when maintenance is done regularly
    Disadvantage of irregular updates:
    • Permission needed adds workflow overheads and lower efficiency. It becomes a logistical nightmare if just half of our clients request for this process.
    • Platforms with heavy customisation tend to be a lot more complex when updates are done irregularly (concept of 1 + 1 = 3).
    • Potential delays when there is a need to perform major updates that are irregular, e.g. some projects usually take 1 to 3 weeks of preparation and testing phases.
    • Project 1 (CH with heavy customizations): about 30 hours spent on updates in the past year.
    • Project 2 (CF with heavy customizations): about 25 hours spent on updates in the past year. 
      when updates were less regular (could be as bad as 50 hours per year).
    • Other Projects: mostly 0.5 to 3 hours per year (exceptions may arise from complexity of customisations).
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