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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:

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