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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:

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