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Support

 

We take pride in what we have developed for you. We will continue to support you for 12 months after your product has been launched – at no extra cost. If you are more comfortable with a longer period of support, or wish to customise your SLA, we will be happy to discuss this.

We do not believe in turning our backs on you or the software product we have created for you. We therefore guarantee that each and every product we develop benefits from our free Silver Support Contract for a minimum of 12 months after its agreed launch date.

We understand that you may feel more comfortable with even better response times to your maintenance queries. We therefore offer options to upgrade to our Gold or Platinum Support Contracts.

Our core support levels are outlined below, with the option to customise your SLA. Please click to get in touch.

 
 
Silver
Gold
Platinum
Cost
10% of project value*
15% of project value*
20% of project value*
Bug Response Times
Urgent
First Response
Within 48 hours excluding weekends
Within 24 hours excluding weekends
Within 4 hours during work hours
Within 12 hours outside of work hours
Prority
Top priority excluding all urgent platinum and gold bugs
Top priority excluding all urgent platinum bugs
Top priority
Out of Office Hours
No
No
Yes
High
First Response
Within 4 days
Within 48 hours
Within 24 hours
Prority
Top priority excluding all platinum and gold bugs and urgent silvers bugs
Top priority excluding all platinum bugs and urgent gold bugs
Top priority excluding all urgent platinum bugs
Out of Office Hours
No
No
No
Normal
First Response
Within 2 weeks
Within 1 week
Within 48 hours
Prority
Started when a capable software developer becomes available
Started when a capable software developer becomes available
Started when a capable software developer becomes available
Out of Office Hours
No
No
No
Low
First Response
Within 1 month
Within 2 weeks
Within 4 days
Prority
Worked on in a block when three or more low priority issues arise
Worked on in a block when three or more low priority issues arise
Worked on in a block when three or more low priority issues arise
Out of Office Hours
No
No
No
Service
Silver
Gold
Platinum
AVAMAE lead on collaborations with other service provider to solve complex cross-provider issues
No
Yes
Yes
Telephone Contact
No
Yes
Yes
Number of developers specifically trained on the Operating System Software
1
1
2
Updates
Software updates will remain sole responsibility of the client's internet hosting service
Check for server software updates every 6 months
Ensure all software on servers is up to date
Back-ups
Server back-up checks will remain sole responsibility of the client's internet hosting service
Server back-up checks conducted every 6 months
Server back-up checks conducted every 3 months
British Airways
Yell
Nine Avenue
British Gas
Gaimerz
Michael Northcroft
4D Model Making Materials
Harris Hill
Compare Hospitality
Manoto 1
Argos
Iceland
Centrica
Jaguar Landrover
Asit
Trait Online
Millerhare
Red Umbrella
Novartis
Scottish Court
Marshall
British Safety Council
King's Fund
CO-OP
Informa plc
UCLH
Grazing Events
Faber and Faber
Reed Business Information
SmoQue Grill
Alliance Boots
UTC Aerospace
Criteo Live
Pauline Books & Media
eGigger
Grazing Food
Petainer
11 Cavendish Square
Experian
Great Eastern
Phones 4U
Foyles
Saudi Aramco
Vulpine
Enigma Quests
LSE Lighting
ASDA
Homebase
Capita
All So Pro
Fan Quake
Companies and Markets
See how we can help you
We would love to talk to you about your app or website development plans. Call us now on +44 (0) 800 029 1425 or visit our Contact Us page for alternative ways to get in touch.