Dedicated service contracts and SLAs

Modern organisations require their business partner to provide not only the systems to help them make the most of enterprise computing technology and corporate intelligence, but they also need a partner with the infrastructure that enables first class technical support. The accurate diagnosis and resolution of technical problems is a key requirement. Our mature helpdesk has a considerable track record of providing support to numerous companies for many years.

We use quality assured internal systems to provide professional technical support to match your solutions. Our objective is to ensure customer satisfaction by continually increasing reliability. We measure our achievements and response times. Feedback and objectives from our customers create clear and unbroken lines of organisational accountability. Knowledge databases speed the resolution of problems and offer the best in support services.

All our products are designed, tested and supported directly by ourselves with the original project team forming the core of your application support. This ensures that development skills and expertise are available to provide lifetime support for your application.

We offer two distinct support packages to match specific customer requirements:

Pay As You Go

  • No upfront annual fee
  • Support charged per unit, typically 30 mins
  • Guaranteed response within 4 hours*
  • Providing cover during normal working hours
  • Typically 9.00 am to 5.30 pm, Monday to Friday

Annual

  • Annual fee payable in advance
  • Reduced unit charge
  • Guaranteed response within 2 hours*
  • Providing cover during normal working hours
  • Typically 9.00 am to 5.30 pm, Monday to Friday
  • Public and Bank holidays can be covered by special arrangement
  • Includes one day per annum onsite Infrastructure Review & Full Report

(*Our response times are almost immediate, subject to the availability of our Consultants.)

We can provide 24x7 support on a per contract basis and even provide consultants on site for long term support to fill that gap in your team when needed. All support packages come with written contract and monthly usage reports. Support requests are easily logged at our Service Desk by email or telephone. Our Support Manager also advises the best use and most cost effective support package available to you.

For queries regarding a new or existing support contract please telephone (+44) 207 206 0001 or click here.