Additional Support Options

The following services are options that can be taken out with our standard support agreement. Some of our clients have specific requirements, often in the areas set out below; we work with our clients to provide the precise support offering that they require.

Service Title		Description of Service

Ad-hoc Business Critical Out of Hours Support		Intended for clients that may require occasional out of hours support, in the evening or at weekends. Calls or e-mail requests can be made and the on-call consultant will respond to the issue.

Primary Business Critical Out of Hours Support		This service is intended for clients that routinely operate their services, or one of their offices out of hours. It provides for a separate premium phone number which is responded to by the on-call consultant between the hours of 6pm and 9am. This service also covers weekends and Bank Holidays.

Priority Monitoring and Preventative Management		This service is intended for those clients that require a specialised level of system maintenance and alerting for specific reasons.

Priority Support Service Levels		Priority Service Level Agreements (SLAs) agreed on specific areas, for example: a 4 hour guarantee of on-site support by a pre-determined certified support consultant for any office held by the client.


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