Support
We offer a simple set of cost effective support plans. All prices are exclusive of VAT.
Business Hour Flexi-Band Support Contract
- Next day response times and ongoing assistance when you need it.
- Pick your Flexi-Band hours for agreed support hours per month
- Next business day or sooner response time
- Business hours Mon - Fri, 9am - 5pm (GMT)
Flexi-Band Support Packages
Our Flexi-Band plans give you the right amount of support, which can stretch to cover emergencies when you need it to.
| Flexi-Band | Average Hours | Peak Hours | Monthly Fee |
|---|---|---|---|
| BASIC | 1 | 2 | £40 |
| BASIC + | 2 | 4 | £75 |
| STANDARD | 5 | 8 | £150 |
| PREMIUM | 10 | 15 | £250 |
| PREMIUM + | 20 | 30 | £400 |
When you buy a Flexi-Band support package you buy a support contract for the average number of hours per month. If you need extra hours you can “borrow” from the following month. Similarly, if you do not use your full allowance one month the excess hours can be carried forward to the next month. However total hours in a month including borrowing cannot exceed the peak hours for the current month.
For example if you have purchased 2 hours average per month, peak of 4 hours and you use 1 hour in April and require 4 hours in May, this would be achieved by carrying forward 1 hour from April and using 1 hour from your June allocation. However you cannot borrow a second hour from your June allowance as this would take you to 5 hours in May which exceeds the peak hours.
Note: if you consistently use your peak allowance each month then you will be best advised to purchase the next contract level.
Support Contract Add-ons
Once you have a standard support contract, you can opt to purchase add-on support services
- Log checking: We will periodically check your site's error logs for any problems that may arise which need resolving. Once discovered these problems will be resolved as part of the support contract or notified back to you if required.
- Site Monitoring: Your site will be checked for availability at regular intervals and any downtime notified to you and to us. Once notified of downtime, we will investigate the cause of this downtime as part of the support contract.
- Backup: We will back up your site code and database at regular intervals to ensure that you can recover the site in the event of problems.
| Support Add-Ons | Monthly Fee |
|---|---|
| Log Checking monthly | £50 |
| Site Monitoring | £50 |
| Monthly Backup | £25 |
| Weekly Backup | £60 |
Additional support services available on request:
- Increased frequency log checking
- Site performance monitoring
- Web statistics analysis
- Link checking
- Search Engine analysis reporting
Technology Angel Support Plan terms
- A Technology Angel Support Plan Contract can be purchased after an initial 30 day Software Warranty period has elapsed.
- A Technology Angel Support Plan is purchased as an initial 6 month Flexi-Band package which grants the purchaser an agreed number of hours of email and or phone dialogue, and or program development repair to any custom developed applications per month during Business Hours. Any requests made outside of this time will be handled the next business day.
- Any emergency requirements outside of normal Business Hours are not included in this contract, nor are hours outside of the contracted Flexi-Band hours covered in the Flexi-Band monthly allotment.
- Business Hours are Monday to Friday, 9am to 5pm , and exclude public holidays, weekends, or out of business hours.
- If you choose not to purchase a Technology Angel Support Plan, or for hours not covered by the support plan, our standard rate for providing application support is £50 / hour billed to the half hour for standard Business Hours, and any emergency requests outside of normal Business Hours is billed at £100 / hour billed to the hour.
Billing
Payment for the Technology Angel Support Plan can be made in the following ways:
- 6 months costs in advance – invoiced immediately.
- Quarterly costs in advance – invoiced immediately in 3 monthly billing cycle
- Bi-monthly costs in advanced – invoiced immediately in 2 monthly billing cycle.