service levels, availability, contact hours
Software has bugs, people misunderstood things, change happens. It is what happens next that matters. We address these problems with the resources that are available to us and services that are available to the client.
Clients can contact us directly during office hours (10:00 am to 6:00 pm) via email or telephone. Out of hours cover and separate calling numbers and email accounts are provided where clients require. in addition we have message centre support if our lines are busy. Our resources are our 14 staff and our hosting subcontractor NTT Verio. The server and software environments are highly robust with only one incident of service outage longer than warrantied in the last 10 years of trading.
But what about your problems? - If it is a fault it is supposed to be fixed before you notice, equally though in almost any service there can be irritants that are not faults but could just be done better. Alternatively, the client may just want to change they way they do things but this not a fault, it is just something that it wasn't designed to do.
We try to manage your support around these issues. Within your fees there is an element of development resource that you prioritise in liaison with us. This anticipates that business changes and that when requirements shift the IT has to respond. The level of this support, the priorities and the outcomes are all monitored by us and reviewed with you within your support fees. These can only change with agreement from you.