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Support

 

We take pride in what we have built for you and whether you need reassurance that any issues that might arise will be dealt with efficiently, or if you need a product which is improved on an ongoing basis, we have you covered.

Support contract and bug reporting

 

We take pride in what we have developed for you. We will continue to support you for three 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.

Once your product goes lives, our free three-month 'Silver' support contract allows you access to our support team. If you ever encounter a bug, you can report it directly to them and you will be updated on the progress of the team in fixing it.

We understand that you may feel more comfortable with even better response times to your maintenance queries. and so we offer the option to upgrade to our 'Gold' or 'Platinum' Support Contracts.

Our core support levels are outlined below.

 
 
Silver
Gold
Platinum
Cost
10% of project value*
15% of project value*
20% of project value*
Bug Response Times
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
 

Requests For Change (RFC)

 

We want to become your strategic partners and keep helping you to maintain a product which is best in breed.

So that your product can keep up with changing priorities and market demands, we have a change process in place. If there is anything you need, let your Account Manager know and you will receive a full summary of suggested chcnages in the form of a Request For Change (RFC) document with a time estimate and cost upfront. Once approved, your change will be handed over to our Project Manager to oversee and added to our development schedule.

Faber and Faber
Jaguar Landrover
Centrica
SmoQue Grill
Phones 4U
Service Monitor
Scottish Court
Homebase
Reed Business Information
Manoto 1
British Safety Council
11 Cavendish Square
Marshall
All So Pro
Argos
Millerhare
Informa plc
Great Eastern
Buyfair
UTC Aerospace
Yell
eGigger
British Airways
CO-OP
Gaimerz
Novartis
4D Model Making Materials
Trait Online
British Gas
Fan Quake
Criteo Live
Capita
Foyles
Experian
King's Fund
ASDA
Vulpine
Asit
Saudi Aramco
Strengthscope Ltd
UCLH
LSE Lighting
Iceland
Pauline Books & Media
Alliance Boots
Enigma Quests
Think we need to talk?
Got a software development project or app in mind? Let’s hook up, chat things through and we’ll come back with a free no-obligation quote. Call us on +44 (0) 20 3855 0690 or fill out the short form on our Contact Us page.