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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:

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