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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:

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