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.