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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:

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