FAQ2020-04-29T16:27:48+02:00

Frequently Asked Questions

Client

Do I always have to pay even when there is no solution?2020-04-14T12:46:26+02:00

The support is effort driven, a working process cannot be guaranteed. This is also applicable for a fixed price. The obligation to pay for the job remains even when there is not a solution.

What’s the difference between an open and closed job?2020-04-14T13:03:54+02:00

An open job is visible for suitable experts. This will be visible in your personal page. When a client comes to an agreement with one or more experts the open job will disappears.

A closed job on the other hand is a way for a client to select his experts. In this case he chooses the suitable experts for his job. This will not be visible for others.

My country is not listed when I try to sign up2020-04-13T15:25:21+02:00

If your country is not listed, you are not allowed to do business through the SupportPoints platform. There are different country lists for experts and clients.  

Can I get a second opinion?2020-04-10T22:17:46+02:00

You can select multiple (a second or more) experts at the start of a job. Remember you have to pay them all.

Can I make a selection for expert companies only and distinguish a private expert from a company?2020-04-10T22:14:39+02:00

In a job both suitable experts and the companies are shown. If you select an expert you can see if it is a company or a private person.

Are all experts reviewed?2020-04-10T22:12:48+02:00

All experts are rated, this means that it is known and shown if they have passed the test (reviewed) and have performed jobs. This is visible when an expert is selected.

I get a warning ‘expert not reviewed’, what does that mean?2020-04-10T22:11:42+02:00

If an expert did not participate in the test or failed the test a client gets a warning for this when he wants support. Be careful, it is a warning!

How does the support take place?2020-04-10T22:08:59+02:00

The support is fully given in the chat function, for mediation purposes it is not allowed to take direct contact with the client.

What is on my personal page?2020-04-14T13:18:25+02:00

Your personal page is your starting point for jobs requests and all the data you need. You will find your personal info, job requests, contracts and facturation in it.

What does silver, bronze and gold status for an expert mean?2020-04-14T12:25:35+02:00

Bronze, silver and gold are statuses for experts. A high rating and enough jobs will deliver increasingly higher statuses for experts. Starting from nothing bronze, silver to gold.

Where can I see experts?2020-04-10T22:03:57+02:00

You can only see experts after a job request and only the suitable experts that match your selection criteria are visible for you.

Can I participate as a private person on this platform?2020-04-14T13:19:24+02:00

No, this is restricted to official companies.

Do I need to pay VAT?2020-04-14T13:20:26+02:00

Clients inside the EU need a VAT.

When does a payment take place?2020-04-13T18:00:22+02:00

The payment is in advance, without payment a job is not allowed to start. The support is effort driven: a payment is mandatory even if there is no working process at the end.

The expert did an higher time estimation as the actual working time. What can I do?2020-04-13T17:23:18+02:00

The estimations are the minimal time estimation, if you disagree do not accept it. It is agreed than you have to pay.   Remember the expert supplies a solution: only the result counts. If you can not effort this solution, do not use it.

How does the platform work?2020-04-14T13:22:08+02:00

Watch this video to get a general impression about our company. For a more in depth explanation about a total support request watch this video.

Expert

How do I get jobs?2020-04-14T13:24:36+02:00

SupportPoints is not (yet) a replacement for an employment, it cannot guarantee a regular/steady income. It gives additional jobs for experts. Getting those jobs depends on the client, he chooses and selects his support. Please read this article about how to get PLC jobs on our platform.

How does it work?2020-04-14T12:40:40+02:00

If you like to become a expert at SupportPoints we strongly advice you to watch this instructional video for a more in depth explanation about how a support request works (between an client and a expert). It’s a 10-minute instructional video, so please take your time for it.

What’s the difference between an open and closed job?2020-04-14T13:03:54+02:00

An open job is visible for suitable experts. This will be visible in your personal page. When a client comes to an agreement with one or more experts the open job will disappears.

A closed job on the other hand is a way for a client to select his experts. In this case he chooses the suitable experts for his job. This will not be visible for others.

Can I refrain from payment if I fear for a bad review?2020-04-13T15:02:47+02:00

Yes, there is a ‘cooling down’ period of 24 hours. Please note this is not in every case. Sometimes you will lose the bad review. Just explain why you want to refrain from payment and what causes the (poor?) quality of your support.

What does silver, bronze and gold status for an expert mean?2020-04-14T12:25:35+02:00

Bronze, silver and gold are statuses for experts. A high rating and enough jobs will deliver increasingly higher statuses for experts. Starting from nothing bronze, silver to gold.

Do I always get paid?2020-04-13T18:01:11+02:00

The support is effort driven, a working process cannot be guaranteed. This is also applicable for a fixed price. The obligation to pay for the job remains even when there is not a solution.

Do I have to be online / logged in to get opportunities?2020-04-13T15:52:20+02:00

No, you will get an e-mail with the details. In case of an urgent job you will get an SMS as well (if you have selected this option).

How does the support take place?2020-04-13T17:05:34+02:00

The support is fully given in the chat function. For mediation purposes it is not allowed to take direct contact with the client.

Can a client give a bad review before an agreement is made?2020-04-10T20:58:09+02:00

No, the opportunity to give a review is only possible after completing the job.

Are clients reviewed?2020-04-10T20:56:46+02:00

Clients only get reviews from experts who have done a job for them. They do not get ratings.

I have a full-time job, how does it work with a time consuming solution?2020-04-14T12:48:43+02:00

You can not always predict how long consuming the solution of malfunctioning can be. If you have a limited time available take only the jobs of which a good time estimation is possible. You promote yourself as an expert; this also requires a good judgement.

Can I switch from hour rate to fixed price during a job (or the other way around)?2020-04-13T17:06:47+02:00

No, you cannot change from hour rate to fixed price during a job. This can only take place outside of a job.

What is a good hourly rate?2020-04-14T12:28:16+02:00

The rating is up to you, remember support is all about trust. If you are too cheap a client might assume your support is not valuable as well. The costs of a process standstill are high, a client is only interested to restart his process a.s.a.p. He wants the best help, not the cheapest. As a minimum price I would suggest €45,- per hour.

Can I recommend spare parts or a supplier if parts are broken?2020-04-10T20:47:23+02:00

Be careful with taking responsibility on cases where you are not hired for. 

Do I need regular knowledge updates as an expert?2020-04-10T20:45:54+02:00

This depends on the field where you are working on. If you are specialized in obsolete systems you only have to keep up with your analytical skills. If you can solve more recent systems and problems related to bus systems (SCADA etc.) you need to have knowledge of the most recent developments.

What do I need to know to be an expert?2020-04-10T20:26:38+02:00

This is all depending on the problem you have to solve. There are different expert levels, you need to have enough technical skills and analytical skills to help a client to solve his/her problem. Sometimes you act as a sparring partner, in some others cases you need to have the deep knowledge to be the perfect addition. In all cases you need to have analytical skills.

Do I always get suitable jobs?2020-04-10T20:25:16+02:00

You do not get jobs who do not match with your profile. Before a job is posted it goes through a selection process. First brand/type/hardware/software are determined, before a selection of experts is possible.

What is on my personal page?2020-04-14T12:53:08+02:00

Your personal page is your starting point for jobs and all the data you need. You will find your personal info, knowledge, jobs, hour rate, contracts, facturation, ratings and received reviews in it. Your personal page gives you the possibility to showcase yourself: use it!

How can I be approached for a job?2020-04-10T20:03:39+02:00

You will get an email with the details, in case of an urgent job you will get an SMS as well (if you have selected this option).

I’m looking for a full-time job2020-04-14T12:54:54+02:00

SupportPoints is not (yet) a replacement for employment. It cannot guarantee a regular/steady income. It gives additional jobs for experts. Getting those jobs depends on the client, he chooses and selects his support. To get a better understanding please read this article: how to get jobs

Why should I connect with my LinkedIn profile?2020-04-10T19:55:47+02:00

This way a client can check out your background and achievements and gets a better idea of you as a person. Giving support is all about trust.

Is it mandatory to become verified?2020-04-14T12:57:11+02:00

The PLC test is not mandatory but it will improve your chances of being selected through the client to perform their PLC jobs. Remember it is all about trust.

What can I do if I think I’m going to get a bad review?2020-04-14T12:30:23+02:00

You can ask for mediation if you get a bad review, a substantiated complaint must be send to info@supportpoints.com within 8 hours from closure of the job. SupportPoints has the right to reject the complaint for any reason.

Why don’t I see any jobs or clients on the platform?2020-04-14T12:59:10+02:00

You only see a very limited amount of jobs on SupportPoints, this is due to the way the SupportPoint process works. You will only see the jobs that meet your specifications (knowledge) and are open. For all other jobs you are approached immediately by the client.

Why is this?   

This has to do with the different ways for a client to get support. The first is “post a job” (this is usually done when there is no urgency) these jobs are only visible for experts who meet the criteria, for example: if you are not an expert on Siemens S5 PLC’s you will not see the jobs for these types. The client looks for support and selects an expert of his choice. Other experts will not see those jobs.

General

Are there instruction video’s I can watch or can you recommend courses?2020-04-13T17:55:44+02:00

At the moment not, but we are working on this. 

Do you cooperate with companies?2020-04-13T17:53:13+02:00

We are open for cooperation, if you’re interested please send an email to: marketing@supportpoints.com

Which systems will be supported in the future?2020-04-13T17:51:50+02:00

We will support more systems in the future, this all depends on the demand and the available know-how of the experts. Feel free to ask for this.

What are the supported systems?2020-04-14T13:10:18+02:00

We support obsolete and newer types from Siemens, ABB, Allen Bradley and Schneider Electric.

What’s the difference between an open and closed job?2020-04-14T13:03:54+02:00

An open job is visible for suitable experts. This will be visible in your personal page. When a client comes to an agreement with one or more experts the open job will disappears.

A closed job on the other hand is a way for a client to select his experts. In this case he chooses the suitable experts for his job. This will not be visible for others.

How can I remove my subscription?2020-04-13T16:43:00+02:00

A feature we hope you never use. When you remove your subscription we have implemented a quick multiple choice selector to help us understand why you have decided to part ways.

I forgot my password, the login failed. What can I do?2020-04-14T13:13:38+02:00

Go to your personal login page and use the ‘forgotten password’ button. We will provide you a new password right a way. Please check your spam box for the e-mail.

Is this platform beneficial for students?2020-04-13T17:56:47+02:00

This platform is not a learning platform. SupportPoints mediates between PLC experts and PLC knowledge demand. 

Do you also give support for robotics?2020-04-14T13:14:53+02:00

At the moment we only support PLC systems with a limited amount of brands. SupportPoints aim to grow to a one-stop shop for Industrial IT. This implies Robotic PLC’s as well. We already had several requests for this.

Payment

How to create PayPal account in India & verify?2020-04-21T11:21:24+02:00

When you start working online, you need a mode to send and receive payment. Usually, you can use your credit card or debit card to make payment online, but to receive payment, you need to take help of services like PayPal. This article will give you an full explanation about how to set up an PayPal account and how to verify it.

What are the different payment options?2020-04-13T18:21:56+02:00

At the moment we only support credit card, PayPal and iDEAL.

When will a payment take place?2020-04-14T12:31:25+02:00

The payment is in advance, without payment a job is not allowed to start. The support is effort driven; a payment is mandatory even if there is no working process at the end.

What is a fixed price?2020-04-13T17:25:34+02:00

The support is effort driven, a working process cannot be guaranteed. The obligation to pay for the job remains even when there is not a solution.

My bank account does not connect2020-04-10T21:25:58+02:00

Debit card payments outside Europe are costly, please use a credit card or PayPal payments.

How is the fee of SupportPoints determined?2020-04-10T21:15:55+02:00

The fee is calculated on the total price, at the moment this is 15%. This is deducted from the experts fee. Keep this in mind! This calculation method will change in the future. We will keep you informed about this.