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
Critical First Response Within 48 hours excluding weekends Within 24 hours excluding weekends Within 4 hours during work hours
Within 12 hours outside of work hours
Prority Top priority excluding all critical platinum and gold bugs Top priority excluding all critical platinum bugs Top priority
Out of Office Hours No No Yes
Major First Response Within 4 days Within 48 hours Within 24 hours
Prority Top priority excluding all platinum and gold bugs and critical silvers bugs Top priority excluding all platinum bugs and critical gold bugs Top priority excluding all critical platinum bugs
Out of Office Hours No No No
Minor First Response Within 2 weeks Within 1 week Within 48 hours
Prority Started when a capable software developer becomes available Started when a capable software developer becomes available Started when a capable software developer becomes available
Out of Office Hours No No No
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

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