Standard Labor Rates
The information below details our hourly labor rates that are charged for all Out of Plan Services in accordance with the Terms of Service and Service Descriptions.
1. Work Roles
In combination with the applicable Work Type as defined in Section 2, hourly labor charges will vary depending upon the role of the team member providing the labor. The following are descriptions of each Work Role:
- Website Engineer: Website content updates, marketing campaign administration, and general website support.
- Website Developer: Website development, website architecture changes, third-party website integration, and advanced website support.
- Engineer I: Desktop support, user account support, basic application support, and general end-user support.
- Engineer II: Network infrastructure support, server support, phone system support, and other major infrastructure support.
- Trainer: Solution training, cybersecurity training, and other technology training.
- Project Manager: Project management, third-party vendor management, and change management support.
- Senior Manager/CIO: Business consulting, technology planning, financial budgeting, and solution architecture.
2. Work Types
In combination with the applicable Work Role as defined in Section 1, hourly labor charges will vary depending upon the type of work being performed. The following are descriptions of each Work Type:
- Front Office Support: Remote support delivered during standard Technical Support operating hours. See Service Availability for operating hours information.
- Field Support: On-site support delivered during standard Technical Support operating hours. See Service Availability for operating hours information.
- Emergency Support: Remote or on-site support for major technology interruption events or other immediate requests for support that require a response prior to the Service Level Agreement (SLA) guarantee.
- After-Hours Support: Remote or on-site support, not otherwise classified as Emergency Support, delivered outside of standard Technical Support operating hours. See Service Availability for operating hours information.
- Travel: Time spent by Service Provider’s team member traveling from their current location to Customer’s site where Field Support is required.
3. Minimum Billable Time
Hourly labor charges will be billed a minimum amount based on the Work Type. Minimum billable time also varies if the labor is delivered by a third-party contracting partner rather than Digital Boardwalk.
Digital Boardwalk
- Front Office Support: 15-minute minimum
- Field Support: 15-minute minimum
- Emergency Support: 1-hour minimum
- After-Hours Support: 1-hour minimum
- Travel: 15-minute minimum
Contracting Partner
- Field Support: 2-hour minimum
- Emergency Support: 2-hour minimum
- After-Hours Support: 2-hour minimum
4. Billable Time Accrual
After the Minimum Billable Time is reached, hourly labor charges will accrue and round up based on the Work Type. Billable time accrual also varies if the labor is delivered by a third-party contracting partner rather than Digital Boardwalk.
Digital Boardwalk
- Front Office Support: 15-minute accrual
- Field Support: 15-minute accrual
- Emergency Support: 15-minute accrual
- After-Hours Support: 15-minute accrual
- Travel: 15-minute accrual
Contracting Partner
- Field Support: 1-hour accrual
- Emergency Support: 1-hour accrual
- After-Hours Support: 1-hour accrual
5. Labor Rates
Hourly labor charges will vary depending on if the labor is delivered by a third-party contracting partner rather than Digital Boardwalk. Hourly labor charges will also vary depending on Customer’s organization type and scope of engagement with Service Provider as defined below.
- Managed For-Profit Customer: A for-profit business with an active support agreement (SupportAlly™, SupportPro™, or SupportElite™) with Digital Boardwalk.
- Managed Not-For-Profit Customer: A not-for-profit 501(c)3 organization with an active support agreement (SupportAlly™, SupportPro™, or SupportElite™) with Digital Boardwalk.
- Non-Managed Customer: Any customer that does not have an active support agreement (SupportAlly™, SupportPro™, or SupportElite™) with Digital Boardwalk.
Managed For-Profit Customer serviced by Digital Boardwalk
- Website Engineer: $125.00 per hour
- Website Developer: $150.00 per hour
- Engineer I: $130.00 per hour
- Engineer II: $150.00 per hour
- Trainer: $175.00 per hour
- Project Manager: $200.00 per hour
- Senior Manager/CIO: $250.00 per hour
Managed Not-For-Profit Customer serviced by Digital Boardwalk
- Website Engineer: $87.50 per hour
- Website Developer: $105.00 per hour
- Engineer I: $91.00 per hour
- Engineer II: $105.00 per hour
- Trainer: $122.50 per hour
- Project Manager: $140.00 per hour
- Senior Manager/CIO: $175.00 per hour
Non-Managed Customer serviced by Digital Boardwalk
- Website Engineer: $156.25 per hour
- Website Developer: $187.50 per hour
- Engineer I: $162.50 per hour
- Engineer II: $187.50 per hour
- Trainer: $218.75 per hour
- Project Manager: $250.00 per hour
- Senior Manager/CIO: $312.50 per hour
Any Customer serviced by a Contracting Partner
- Engineer I: $150.00 per hour
- Engineer II: $200.00 per hour
6. Rate Multiplier
For certain Work Types, hourly labor rates will be higher based on a fixed multiplier.
- Emergency Support: 1.5x rate multiplier
- After-Hours Support: 1.5x rate multiplier
- Travel: 0.5x rate multiplier
Changelog
| Date | Previous Language | New Language |
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06/29/2022 |
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[Original Publishing] |
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07/27/2022 |
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[Page display change. No change to language.] |
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05/04/2023 |
[No changes to existing language] |
2. Work Types Travel: Time spent by Service Provider’s team member traveling from their current location to Customer’s site where Field Support is required. |
|
05/04/2023 |
3. Minimum Billable Time Digital Boardwalk Front Office Support: 15-minute minimum Field Support: 1-hour minimum Emergency Support: 1-hour minimum After-Hours Support: 1-hour minimum |
3. Minimum Billable Time Digital Boardwalk Front Office Support: 15-minute minimum Field Support: 15-minute minimum Emergency Support: 1-hour minimum After-Hours Support: 1-hour minimum Travel: 15-minute minimum |
|
05/04/2023 |
[No changes to existing language] |
4. Billable Time Accrual Digital Boardwalk Travel: 15-minute accrual |
|
05/04/2023 |
[No changes to existing language] |
6. Rate Multiplier Travel: 0.5x rate multiplier |