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Technical Support Services |
Full technical and software support services are provided on the range of systems and third-party products that we supply. Customers are provided with on-site and remote support in and outside normal office hours.
Support is principally offered by fixed annual contract at Standard and 24/7 levels, although 'Ad hoc' support may be delivered on a daily basis. Support contracts are offered on a flexible payment model, with charges structured on a monthly, quarterly or annual basis.
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Software maintenance updates and patches are provided as standard and installed free of charge unless an upgrade requires additional work on the installation.
Support is requested by Placing a Call to our central helpdesk, where calls are logged, assigned and tracked until resolution by a Support Team on call 24/7 365 days a year.
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Standard contract. Support is provided during normal office hours, 09:00-17:30, week days Monday to Friday, excluding UK Public Holidays.
Calls are taken and managed by a central helpdesk that is open during office hours from 09:00-17:30. A response to support calls is guaranteed within 8 hours. Support calls are resolved during normal office hours only; Out of Hours (OOH) support is not provided. |
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24/7 contract. The 24/7 support contract extends the Standard Contract to provide cover 24/7 365 days a year.
Support cover is extended to include Out of Hours (OOH) cover and UK Public Holidays. A response to support calls is guaranteed within 4 hours. Support calls are worked on, in and out of hours, until the problem is resolved and a solution found. |
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