Support Packages
Our flexible support packages fit every need - whether you need a business-hours support service or a full 24/7 solution. Each package can be customised to your requirements (see below).
| Feature | Silver | Gold | Platinum |
| London Hours Support (9am-5.30pm) |  |
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| Additional London hours support included per month |
2 | 3 | 6 |
| Critical Issue Support | 9am to 5.30pm |
24 x 7* | 24 x 7 x 365** |
| Out of hours support included per month |
none | 1 | 3 |
| Guaranteed Response Times | |
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| Free Telephone Support Number | |
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| Email Support Address | |
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| Incident and Problem Management | |
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| A Defined Escalation Path | |
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| Proactive Problem Management | |
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| Monthly Reporting Pack | |
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| Open Forum for User Issues | |
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| Access to Ticketing System | |
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| Training Documentation | |
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| System Heartbeat Monitoring | |
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| Apache Support | |
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| MySQL Support | |
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| PHP Version Support | |
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| Software Update Notifications | |
* excluding bank holidays
** including bank holidays
Add any of the following:
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For anything other than critical system restart support, please be aware that we will need to perform a full code review which will be discussed as part of the on-boarding process.