Service Level Agreements

Cloud Hosted - Hosting Support

  Bronze Silver Gold Platinum
Included hours p.c.m 0 2 4 8
Price per additional hour £90.00 £85.00 £80.00 £75.00
Target response time during core support hours 24 hours 4 Hours 4 Hours 2 Hours
Target response time out of core support hours n/a n/a 24 Hours 8 Hours
Target resolution time from response during core support hours 24 hours 4 Hours 4 Hours 2 Hours 24/7
Support contact methods Email / Web ticket Email / Web ticket Phone Email / Web ticket Phone Email / Web ticket Phone

We include Bronze level support with all our hosted applications and websites as standard. All hosting support packages are charged on a monthly basis. Included hours roll forward for 1 month only. Included hours are for support queries and fixes only and may not be used for application development unless it is deemed necessary for a fix.

Cloud Hosted - Hosting with Application Support

  Bronze Silver Gold Platinum
Included hours p.c.m 0 2 4 8
Price per additional hour £90.00 £85.00 £80.00 £75.00
Target response time during core support hours 24 hours 4 Hours 4 Hours 2 Hours
Target response time out of core support hours n/a n/a 24 Hours 8 Hours
Target resolution time from response during core support hours 24 hours 4 Hours 4 Hours 2 Hours 24/7
Support contact methods Email / Web ticket Email / Web ticket Phone Email / Web ticket Phone Email / Web ticket Phone

Application support prices are calculated on the complexity of your application and are charged on a monthly basis and must be taken with the same level of hosting support. Included hours are for support queries and fixes only and may not be used for application development unless it is deemed necessary for a fix.

Client Hosted - Application Support

  Bronze Silver Gold Platinum
Included hours p.c.m 0 2 4 8
Price per additional hour £135.00 £125.00 £115.00 £100.00
Target response time during core support hours 24 hours 4 Hours 4 Hours 2 Hours
Target response time out of core support hours n/a n/a 24 Hours 8 Hours
Target resolution time from response during core support hours 24 hours 4 Hours 4 Hours 2 Hours 24/7
Support contact methods Email / Web ticket Email / Web ticket Phone Email / Web ticket Phone Email / Web ticket Phone

Application support prices are calculated on the complexity of your application and are charged on a monthly basis and must be taken with the same level of hosting support.