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Support Contract Service Levels

 

Below is an outline of the Support Services we offer and the various levels of bug fixes, upgrades and extensions for these maintenance contracts.

 
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
*Note this is the project value across the first year or at the time of project launch, whichever is later. It is inclusive of any Requests For Change performed across this period of time.

Office Hours are defined as 9am – 6pm Monday – Friday, excluding UK bank holidays
Out of Office Hours are defined as before 9am and after 6pm Monday-Friday, weekends and UK bank holidays

Companies we have developed software for:

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