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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:

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