Support Contract Service Levels
Below is an outline of the Support Services we offer and the various levels of
bug fixes, upgrades and extensions for these maintenance contracts.
| Silver | Gold | Platinum | ||
|---|---|---|---|---|
| Cost | 10% of project value* | 15% of project value* | 20% of project value* | |
| Bug Response Times | ||||
| Critical | First Response | Within 48 hours excluding weekends | Within 24 hours excluding weekends | Within 4 hours during work hours Within 12 hours outside of work hours |
| Priority | Top priority excluding all critical platinum and gold bugs | Top priority excluding all critical platinum bugs | Top priority | |
| Out of Office Hours | No | No | Yes | |
| Major | First Response | Within 4 days | Within 48 hours | Within 24 hours |
| Priority | Top priority excluding all platinum and gold bugs and critical silvers bugs | Top priority excluding all platinum bugs and critical gold bugs | Top priority excluding all critical platinum bugs | |
| Out of Office Hours | No | No | No | |
| Minor | First Response | Within 2 weeks | Within 1 week | Within 48 hours |
| Priority | Started when a capable software developer becomes available | Started when a capable software developer becomes available | Started when a capable software developer becomes available | |
| Out of Office Hours | No | No | No | |
| Service | Silver | Gold | Platinum | |
| AVAMAE lead on collaborations with other service provider to solve complex cross-provider issues | No | Yes | Yes | |
| Telephone Contact | No | Yes | Yes | |
| Number of developers specifically trained on the Operating System Software | 1 | 1 | 2 | |
| Updates | Software updates will remain sole responsibility of the client’s internet hosting service | Check for server software updates every 6 months | Ensure all software on servers is up to date | |
| Back-ups | Server back-up checks will remain sole responsibility of the client’s internet hosting service | Server back-up checks conducted every 6 months | Server back-up checks conducted every 3 months | |
Have an idea or project to discuss?
Fill out the short form on our Contact Us page, give us a call directly on +44 (0) 800 029 1425 or email us at enquiries@avamae.co.uk. We’ll guide you through our process, advise on the best possible solutions and steer you in the right direction.