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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:

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