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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:

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