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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:

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