Support Options and Service Levels
Lifetime Support Options and Service Levels
There are two support service level
agreements: On-Demand or Planned
Maintenance, these can be arranged
separately, combined and/or customised to provide a powerful
and responsive support infrastructure.
On-Demand Support
| On-Demand Support |
Level 1 |
Level 2 |
Level 3 |
Level 4 |
| Response Time to
Call |
Same day |
Within 1 working day |
Within 3 working days |
Within 6 working days |
| Time to Start
Work |
Within 1 working day |
Within 3 working days |
Within 6 working days |
Within 10 working days |
| Number of days
included per annum for programming & maintenance
purposes |
40 |
25 |
10 |
3 |
Characteristics of On-Demand Support:
- Call for support can be placed during business hours or
electronically at anytime
- Response Time and Start of Work guaranteed once call has been
placed
- Any call accepted, such as resolution of anomalies, request for
advice, requests for programming or programming help
- Support is provided at your premises or remotely from our
premises
Planned Maintenance Support
| Planned Maintenance Support |
Level A |
Level B |
Level C |
Level D |
| Primary Dedicated
Consultants |
2 |
1 |
1 |
1 |
| Secondary
Consultants |
1 |
1 |
1 |
1 |
| Days per Annum |
Every business day |
Average one day per week |
Average two days per month |
Average one day per quarter |
Characteristics of Planned Maintenance Support:
- Nominated Consultants with appropriate skills and specialist
knowledge
- Issues and queries logged for next planned maintenance day
- Dates to be agreed at least 28 calendar days in advance to suit
your business diary
- Scheduled dates may be irregular to meet business needs
