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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:

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