Support

However reliable a service is, we recognise that clients will always need support. We provide three levels of support: Platinum, Gold and Silver. The main difference between these is the target response time we aim to meet for each of the three urgency levels that we associate with problems.

Urgency level	Definition	Service response time
Urgency level	Definition	Platinum	Gold	Silver
High	Problems that are preventing use of your software by anyone	2 hours 24/7	4 hours 9-5 UK time	8 hours 9-5 UK time
Medium	Problems that are causing difficulty to one or more users	4 hours 9-5 UK time	8 hours 9-5 UK time	2 days 9-5 UK time
Low	Other issues	8 hours 9-5 UK time	2 days 9-5 UK time	5 days 9-5 UK time

All customers with a standard or newsletter hosting package receive silver support. Other levels are available subject to a monthly charge. Under the above arrangements we will fix:

Any problem associated with our server and the system software running on it. This does not include client websites.
Simple problems related to software we have written for you
Simple changes to your site

Please note that in 2 and 3, 'Simple' will mean things that do not take us long to do. Where we judge that a problem will take us significant amounts of time, we will give you an estimate of the amount of time and an associated quotation for the work, prior to starting work. We will require your written consent (e.g. by email) to proceed with the work.

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