We offer two support streams as follows:
1. Applications support
This is provided to customers who have purchased applications software from us and offers long term reassurance that their investment will continue to work effectively and that updates will be available to reflect changing needs or to adapt to changes in regulations etc.
Support is offered subject to agreement on a monthly invoiced basis. Services include ad-hoc telephone support, minor fixes, adaptations and modifications to code and on-site training and maintenance.
Applications support includes:
- Bespoke applications developed by us to an agreed specification for you.
- Applications modified by us to an agreed specification for you. Where the support issue does not involve parts of the application modified by us we will do our best to assist.
- Applications built by you or a third party using tools or applications frameworks supplied by us. The scope of such support is limited to issues relating to the code we supplied although we will endeavour to assist with other issues.
2. General support and advice
We offer a general support and advice service for infrastructure and third party applications. This is based upon our own experience and training within the a variety of industry sectors and our ability to interpret manufacturers data, specifications and IOM's.
Support is offered subject to agreement on a monthly invoiced basis. Services include pre-purchase advice and recommendations, installation and commissioning, testing and fault diagnosis, simple repairs and patches, and manufacturer liaison.
Where specific applications or products are required to be supported we may charge an annual fee in addition to regular support charges. This is intended to contribute to the costs of maintaining our teams training in said products where we would not otherwise need to do so.
General support and advice includes:
- Infrastructure, cabling, router, firewalls, print servers and other similar devices
- Server specification, installation and commissioning including configuration and testing of associated UPS, external drives and other related hardware
- Operating systems (Windows / Linux) installation, upgrades and general support
- Applications and database servers support (Domino / SQL / Btrieve etc.)
- Client applications support
- Web applications support including functional diagnostics, traffic analysis, server response analyses, search engine optimisation etc.
Support tools and facilities
We use a variety of tools and applications in provisioning our support services. Key amongst these is our subscriptions to manufacturers training programmes and premium support services when needed.
Extensive use is also made of remote console applications and various network diagnostics tools and analysers. Wherever possible these are operated from a remote location obviating, wherever possible, the need to make site visits resulting in expensive callout charges.
Notes
We recommend that our services are used for second-line support i.e. we support your own in-house experts who filter requests so that you do not end up paying over again for the same issue being reported by multiple staff members.
Telephone support is billed in five minute intervals with a minimum charge of ten minutes applied. In-house work beyond immediate telephone support is charged in half-hourly intervals with a minimum of one hour applied. On-site support is charged in half-hourly intervals with a minimum of four hours applied. We reserve the right to charge travel and subsistence expenses where necessary.
