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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 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.

Once your product goes lives, our free 12-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.

Trait Online
Novartis
Manoto 1
SmoQue Grill
Vulpine
UCLH
Alliance Boots
Gaimerz
Saudi Aramco
British Gas
Asit
Buyfair
Centrica
Fan Quake
Informa plc
Yell
British Airways
Jaguar Landrover
British Safety Council
Great Eastern
Strengthscope Ltd
UTC Aerospace
Faber and Faber
All So Pro
CO-OP
Experian
Service Monitor
Millerhare
ASDA
Argos
Foyles
Homebase
4D Model Making Materials
11 Cavendish Square
eGigger
Enigma Quests
LSE Lighting
Scottish Court
Pauline Books & Media
Reed Business Information
Phones 4U
Criteo Live
King's Fund
Capita
Iceland
Marshall
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) 20 3855 0690, or visit our Contact Us page for alternative ways to get in touch.