A Maintenance Contract can cover a server hardware (hosting package or domain), server software, server comms / security, a software application, a database or any other third party software. We discuss here the application / site software that we have written or have inherited.

Application / Site Support

If you want to guarantee a level of support that ensures you get help within a certain number of hours within a working day then this is the right package for you. Effectively for a fee you are immune from queues as your support query will be treated as priority.

Each Fault will be prioritised and given a Level between 1 and 3. Here is an example of how this can work. The levels are different per Company and based on their individual needs.

1 is Urgent and needs to be completed within a timeframe (normally 2 hours). This only applies if the fault is raised within the Support hours requested. If you have support between 09:00 and 17:00 and a fault is raised at 18:00, the expiry time for the fault fix will be 11:00 on the next working day.

2 is defined by, "this is important but as long as completed within a timeframe (normally 5 days) that is fine".

3 is defined by, "this is not very important, it does not cause us any undue stress so a fix within the timeframe (normally 2 working weeks) is acceptable."

Support hours will vary per client.