Pricing

Transparent by design.

Three engagement models for software and industrial engineering work. 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 server instance

Third-level escalation for industrial software systems. Covers incident investigation, root cause analysis, workaround guidance, documentation, and remote consultation — across all covered instances. Each agreement is assigned a dedicated Imbra engineer — the same person across the lifetime of the contract.

Operational Transparency
  1. Response time refers to a human engineer acknowledging the incident and starting the investigation — not resolution time.
  2. Business hours: Mon–Fri 09:00–18:00 CET, excluding Bulgarian and EU public holidays. All SLA timers apply during business hours only.
  3. The SLA clock pauses while waiting for a response or access credentials from the client.
  4. For legacy systems, Critical response times are contingent on the system assessment being completed and remote access being active.

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.

!
  • Third-party legacy systems not previously known to Imbra require a completed system assessment and operational playbooks before support can commence. This is a separate project governed by a Statement of Work.
  • Deployment to production systems, on-site visits, and new feature development are excluded and governed separately.
Basic
€1,500
per instance / year
  • Email
  • No monthly report
  • No quarterly review
  • No 24/7 on-call
Standard
€2,200
per instance / year
  • Email + video call
  • Monthly summary report
  • No quarterly review
  • No 24/7 on-call
Premium
€3,500
per instance / year
  • Email + video call
  • Monthly summary report
  • Quarterly business review
  • 24/7 on-call eligible
Response times
Severity Definition Basic Standard Premium
Critical System fully offline, data loss risk 2d 1d 8h
High Significant data gap or integration failure 5d 2d 1d
Medium Degraded performance, partial data issues 10d 5d 2d
Low Non-urgent queries, documentation 15d 7d 5d
Use Cases
  • End-of-life software with no vendor support or documentation.
  • Custom-built solution with no source code or original developer.
  • A system running on an unsupported OS or runtime — Windows XP, Python 2, .NET 2.0.
  • A proprietary system whose vendor no longer exists.
Notes
  1. Client is responsible for enabling secure remote access prior to the start of the agreement. Accepted methods include VPN, TeamViewer, SimpleHelp, Secomea, AnyDesk, or equivalent.
  2. Excess work is billed at €200/hour with prior written approval.
  3. Hours are pooled across all instances within a client agreement — a quiet instance offsets a busy one.
  4. Maximum pooled capacity is 1,000 hours per client per year (20 hours/week × 50 working weeks).
  5. Instances may be on different tiers within the same agreement.
  6. L3 support covers investigation, root cause analysis, and workaround guidance. Code-level fixes require a separate Project Engagement governed by a Statement of Work. Where source code is unavailable, root cause analysis is limited to log analysis, observed behaviour, and binary-level inspection.

1.2 Support of New Products

Applies only to systems delivered by Imbra 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.

!

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

Basic
€800
per instance / year
  • Email
  • No monthly report
  • No quarterly review
  • No 24/7 on-call
Standard
€1,200
per instance / year
  • Email + video call
  • Monthly summary report
  • No quarterly review
  • No 24/7 on-call
Premium
€2,500
per instance / year
  • Email + video call
  • Monthly summary report
  • Quarterly business review
  • 24/7 on-call eligible
Response times
Severity Definition Basic Standard Premium
Critical System fully offline, data loss risk 1d 8h 4h
High Significant data gap or integration failure 2d 1d 8h
Medium Degraded performance, partial data issues 5d 2d 1d
Low Non-urgent queries, documentation 7d 3d 2d
Use Cases
  • Any system delivered and documented by Imbra in steady-state operation.
  • An Imbra-built integration recently deployed and entering production.
Notes
  1. Client is responsible for enabling secure remote access prior to the start of the agreement. Accepted methods include VPN, TeamViewer, SimpleHelp, Secomea, AnyDesk, or equivalent.
  2. Excess work is billed at €100/hour with prior written approval.
  3. Hours are pooled across all instances within a client agreement — a quiet instance offsets a busy one.
  4. Maximum pooled capacity is 1,000 hours per client per year (20 hours/week × 50 working weeks).
  5. Instances may be on different tiers within the same agreement.

1.3 24/7 On-Call Add-On

An optional extension to an active Premium retainer agreement. Provides round-the-clock availability for Critical incidents, reducing response time to 1h regardless of time of day. Governed by a separate agreement in addition to the base retainer.

Standard rate €20,000 / client / year
Use Cases
  • A production system where downtime at night or on weekends carries significant financial or operational risk.
Notes
  1. Requires an active Premium retainer agreement (1.1 or 1.2) — cannot be purchased standalone or added to Basic/Standard tiers. Safe round-the-clock response depends on the operational context built through quarterly reviews and monthly reporting.
  2. Reduces Critical response time to 1h, 24 hours a day, 7 days a week.
  3. All other severity response times remain as defined in the base retainer.
  4. Priced per client — covers all instances under the client agreement regardless of tier.
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 €250 / 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.
Use Cases
  • System down — root cause unknown, production at risk.
  • Urgent configuration correction needed after a failed deployment.
  • Critical hotfix required before the next production window.
  • A third-party update breaks an existing integration.
Notes
  1. Client must provide remote access before work begins. Accepted methods include VPN, TeamViewer, SimpleHelp, Secomea, AnyDesk, or equivalent.
  2. The 4-hour minimum billing starts from the moment access is confirmed and the engagement can commence — not from when the incident is reported.
  3. A written summary of findings and delivered artifacts is provided at the end of each engagement.

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 €150 / 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.
Use Cases
  • Assessing migration options before committing to a technical change.
  • Evaluating two competing platforms before committing to a multi-year licence.
  • Determining feasibility of connecting two systems before starting a project.
Notes
  1. If access to client systems is required, client is responsible for providing it before the engagement begins.
  2. The deliverable is a written report. No source code, prototypes, or deployable software is produced unless a separate Statement of Work is agreed.
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. Projects involving third-party systems, undocumented interfaces, or undefined scope require an Exploration & Spike before a fixed price can be quoted.

Fixed Price

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

Quoted per project
Use Cases
  • Modernising a legacy codebase — language upgrades, runtime migrations, or framework replacements.
  • Connecting systems that don't talk to each other — APIs, data pipelines, or protocol bridges.
  • Extending an existing system with new features or capabilities.
  • Building a new system from scratch with full arc42 documentation.
4

Pricing Examples

Illustrative scenarios — all prices exclusive of VAT
Legacy retainer — 20 instances

16 instances on Basic, 3 on Standard, 1 on Premium.

16 × Basic (€1,500) €24,000
3 × Standard (€2,200) €6,600
1 × Premium (€3,500) €3,500
Total €34,100 / year
New products retainer — 20 instances

15 instances on Basic, 4 on Standard, 1 on Premium.

15 × Basic (€800) €12,000
4 × Standard (€1,200) €4,800
1 × Premium (€2,500) €2,500
Total €19,300 / year
Hotfix & Emergency — single incident

8-hour emergency engagement during business hours.

8h × €250 €2,000
Total €2,000
Exploration & Spike — single engagement

1-day investigation, written findings delivered.

8h × €150 €1,200
Total €1,200

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

Not sure which model fits?

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