Your membership includes 10 complex technical assistance tasks a year. This page sets out what counts, what is free, and what sits outside the membership, so you know where the line falls before a project rather than halfway through one.
Quick questions and small fixes are part of using the platform, not a paid service. The examples below are not a complete list. The test is whether we can answer it or put it right quickly.
Ask in your channel before you start. We will tell you whether something counts as a task when you raise it, not after the work is done.
A task is work that takes substantial time on our side, up to about half a day. It is the kind of job that would otherwise sit on your team's list for weeks. The usual kinds look like this.
What they have in common is that they need our access, our knowledge of how the platform works underneath, or both. Not work your team could not do, but work your team should not have to spend a week working out.
We will tell you before we start and quote it separately. We will not quietly spend two of your ten tasks on one piece of work.
A member needed roughly 500 water points cleaned, classified, and linked to their communities so they could report at community level. By hand that is a multi-week job for someone on their team, carrying the error rate that manual matching always brings. We did it as a single support task.
That is the shape of a good task. Well defined, unglamorous, expensive in staff hours, and quick for us because we have done it before.
Tasks are counted per membership year and do not roll over. Unused ones expire at the end of your year. There is no monthly limit, so you can use several in the same few weeks. Tell us early if you know a busy period is coming.
Priority means our response target, not the completion time. We aim to reply within one business day. How long a task itself takes depends on the task, and we will tell you what to expect when we pick it up.
If your team needs something the platform does not do yet, that is development work, scoped and contracted with mWater exactly as it always has been. The membership does not change how it works or what it costs. Many organizations collect the features they want and commission them together as one piece of work, and we are glad to help package it that way.
Custom app configuration, branded data portals and larger consulting projects are scoped individually under a statement of work. See professional services.
Verified government and public-sector organizations in countries on the UN Least Developed Countries list may qualify for subsidized or free access. Apply through the contact form and tell us about your organization.
Ask in your Slack channel, or email problems@mwater.co. Asking costs nothing and never uses a task.