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You can either choose from one of the support packages below or we can tailor a support package to suit your business needs. Our support desk is manned in the UK with helpful, knowledgeable and friendly staff.

Premiere Support - 30                     9am - 11pm support seven days a week Support Plus - 25          9am - 5pm support seven days a week Standard Support - 20 9am - 5.30pm telephone support, Monday - Friday

Levels of support

1^st Line Support

1^st line support is the initial call from an end user and the logging of a problem or fault. The support personnel would be expected to solve the more basic of problems or queries and basic software functionality questions.

2^nd Line Support

Where the support call is beyond the capabilities of the 1^st line support personnel, the call would be escalated to 2^nd line support. At this level of support all queries regarding functionality of the software should be answered.

3^rd Line Support

Where the support call is beyond the capabilities of the 2^nd line support personnel, the call would be escalated to 3^rd line support. At this level of support all queries regarding the core software code of the applications should be answered and referred back to 2^nd Line support.

Service Quality Criteria

1. Logging of fault by service Provider : within 1 hour of receipt of Error Report.
2. Fault classification : within 2 hours of receipt of Error Report.

 

Classifications	Response Time
Emergency def: catastrophic system failure – no available “workaround”	1 business day
Critical def: fault with serious inconvenience to users and causing considerable disruption	2 business day(s)
Non-Critical Def: fault that users can be “workaround” and is not required to be urgently resolved	3 business day(s)
“Informational” def: minimal impact	5 business days

 

3. Supply of work-around solution if available, as soon as practicable to minimise inconvenience to Customer in any event.  However it may be that, once a work-around solution is in place, the time required for fault correction exceeds the response times set out at point 2 above.