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Pricing

Transparent by design.

Three engagement models. No hidden fees. All prices are exclusive of VAT — EU reverse charge applies for cross-border B2B transactions.

1

Support Retainer

Annual flat fee · per system instance

Third-level escalation for industrial software systems. Covers incident investigation, root cause analysis, workaround guidance, documentation, and remote consultation — across all covered instances.

⚠️ Deployment to production systems, on-site visits, and new feature development are excluded and governed separately.

1.1 Support of Legacy Systems

For systems with limited or no original documentation. Investigation requires reverse-engineering, log analysis, and source-level archaeology. Higher rates reflect the additional overhead of working with undocumented, end-of-life, or vendor-unsupported software.

Basic
€800
per instance / year
  • 6 h included / instance / year
  • 48 h critical response
  • Email
  • No monthly report
  • No quarterly review
  • Excess hours at €150/h
Standard
€1,200
per instance / year
  • 10 h included / instance / year
  • 8 h critical response
  • Email + video call
  • Monthly summary report
  • No quarterly review
  • Excess hours at €150/h
Premium
€2,000
per instance / year
  • 16 h included / instance / year
  • 4 h critical response
  • Email + video + on-call
  • Monthly summary report
  • Quarterly business review
  • Excess hours at €150/h
Response times
Severity Definition Basic Standard Premium
Critical System fully offline, data loss risk 48 h 8 h 4 h
High Significant data gap or integration failure 3 days 1 day 8 h
Medium Degraded performance, partial data issues 5 days 2 days 1 day
Low Non-urgent queries, documentation 10 days 5 days 2 days
  • Included hours are pooled across all instances within a tier — a quiet instance offsets a busy one.
  • Excess hours beyond the annual pool are billed at €150/hour with prior written approval.
  • Instances may be on different tiers within the same agreement.
  • Total pooled hours across all instances and tiers cannot exceed 2,500 hours per year (10 hours/day × 250 working days) — the maximum annual capacity of one engineer.
  • Business hours: Mon–Fri 09:00–18:00 CET, excluding Bulgarian and EU public holidays.

1.2 Support of New Products

Applies only to systems delivered by Imbra.Soft and covered by full arc42 architecture documentation. Same service conditions as legacy support — lower rates reflect the structured codebase, modern tooling, and complete documentation available from day one.

Basic
€500
per instance / year
  • 6 h included / instance / year
  • 48 h critical response
  • Email
  • No monthly report
  • No quarterly review
  • Excess hours at €150/h
Standard
€800
per instance / year
  • 10 h included / instance / year
  • 8 h critical response
  • Email + video call
  • Monthly summary report
  • No quarterly review
  • Excess hours at €150/h
Premium
€1,400
per instance / year
  • 16 h included / instance / year
  • 4 h critical response
  • Email + video + on-call
  • Monthly summary report
  • Quarterly business review
  • Excess hours at €150/h
Response times
Severity Definition Basic Standard Premium
Critical System fully offline, data loss risk 48 h 8 h 4 h
High Significant data gap or integration failure 3 days 1 day 8 h
Medium Degraded performance, partial data issues 5 days 2 days 1 day
Low Non-urgent queries, documentation 10 days 5 days 2 days
  • Included hours are pooled across all instances within a tier — a quiet instance offsets a busy one.
  • Excess hours beyond the annual pool are billed at €150/hour with prior written approval.
  • Instances may be on different tiers within the same agreement.
  • Total pooled hours across all instances and tiers cannot exceed 2,500 hours per year.
  • Business hours: Mon–Fri 09:00–18:00 CET, excluding Bulgarian and EU public holidays.
2

Hourly Services

Per hour · minimum applies

Time-billed engagements for reactive and investigative work. Applicable when scope cannot be defined in advance — emergency fixes, incident analysis, or technical exploration.

2.1 Hotfix & Emergency

Analysis, preparation, and delivery of patches, configuration corrections, or emergency fixes. All artifacts are tested in-house before delivery.

⚠️ Production deployment is carried out by the client.

Standard rate €200 / hour
Minimum 4-hour minimum per incident
Out-of-hours 1.5× multiplier — evenings after 18:00 CET, weekends, public holidays
Expenses The hourly rate covers all standard expenses. Exceptional costs exceeding €1,000 (travel, third-party licences, specialised tooling) are borne by the client with prior written agreement.

2.2 Exploration & Spikes

A Spike is a time-boxed investigation used to reduce technical uncertainty before committing to a full project. The outcome is a written finding — not production code. Common uses: feasibility assessment, architecture options analysis, protocol compatibility study, or vendor evaluation.

⚠️ A Spike does not produce deployable software. If the investigation leads to a project, a separate Statement of Work is required.

Standard rate €100 / hour
Minimum 1-day minimum (8 hours)
Expenses All expenses incurred during the engagement (travel, third-party licences, specialised tooling) are borne by the client.
3

Project Engagement

Fixed price

Refactoring, new features, migrations, and integrations. Each project is governed by a Statement of Work agreed in writing before commencement, defining scope, deliverables, timeline, and acceptance criteria.

Fixed Price

Applied when scope is clearly defined. Scope changes require a written Change Request.

Quoted per project

All agreements are governed by Bulgarian law. Full terms are included in each engagement contract.

Not sure which model fits?

Describe your situation and we will recommend the right engagement type.

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