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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.

LSE Lighting
eGigger
British Airways
Jaguar Landrover
Horizon Leeds
Compare Hospitality
Criterion
Good2Bid
Informa plc
Novartis
Nine Avenue
Saikou
Harris Hill
Saudi Aramco
All So Pro
UCLH
CO-OP
Marshall
TSI
Companies Markets
Click Research
Experian
SmoQue Grill
Foyles
4D Model Making Materials
Asit
Petainer
Strengthscope Ltd
Homebase
Phones 4U
Virtus
Alliance Boots
Service Monitor
UTC Aerospace
Michael Northcroft
British Safety Council
Vulpine
Yell
GetSet4PE
Capita
Grazing Food
Buyfair
Argos
HSBC
ASDA
Grazing Events
British Gas
Pauline Books & Media
Imperial College
Great Eastern
Enigma Quests
Criteo Live
Manoto 1
Faber and Faber
Reed Business Information
Centrica
King's Fund
11 Cavendish Square
Skippy Scout
Scottish Court
Trait Online
Capital Medicare
Millerhare
Dober
Fan Quake
Gaimerz
Iceland
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.