Flexible Support Scheme

With our ‘Flexible Support Scheme’, you only pay for the support you use as incidents arise.
This combines a Service Level Agreement (SLA) with ‘on demand’ support in order to:
• Analyse your system and requirements.
• Appoint your primary support engineer.
• Guarantee response times to your support requests.
• Maintain a ‘system standard’ that we can reliably support.

With this tariff you pay a lower monthly fee for the basic level of system maintenance*. Fees for support requests and call outs are then based on the Flexible Support Tariff and invoiced as they occur.

We offer a choice of rates based on the response time you require, so you can decide how important any incident is. You can request urgent response to a serious problem or start a ‘5 day’, or ‘10 day’ ticket for less urgent problems, or even just add the incident into the next maintenance call, which will incur no additional cost but is limited to 4 minor incidents. Onsite Support is invoiced by the hour or part thereof and rates vary according to the urgency of the call out.

Remote Support is charged by the same tariff in 20 minute units. This keeps fees low especially for minor incidents so you can be confident to allow your staff to call for support without incurring unexpected charges.

Fixed price support scheme