Support

Support Agreements

We have standard contracts that have been designed to meet the majority of cases, but we understand that each system is different, each client has individual and specific needs and therefore we can adapt our support contracts to meet your exact specification.

Listed below are our standard support contracts, but remember if you cannot see one that matches your needs, please call to discuss and we will endeavour to create an agreement unique to your company.

Monthly Contract

These arrangements involve paying a fixed monthly cost, reviewed every three months to ensure you are getting the right level of service.
We will calculate this cost based on the following criteria:

• Expected amount of support required (number of users, size and complexity of your system)
• Response time (how quickly we are expected to respond to reported problems)
• Coverage of support service, i.e. Monday - Friday 0900-1700 or 24/7
• The stability of the system we are supporting

Pay as you go

With this type of agreement our clients pay an initial set up fee which allows us to perform the initial system audit and gain an understanding of your business and systems.

We agree to support your systems with guaranteed responses and any support work carried out will be charged on a time and materials basis.

Before commencing with the resolution of any support call, we provide an estimate of time involved, to ensure you do not incur any unexpected monthly charges.

This type of agreement would be recommended for stable systems which are not expected to create regular support calls.