SaaS Support
Our Email, Content Management and E-Commerce systems are provided as Software as a Service solution.
This means that for a monthly service fee, depending on the level of functionality used, we will provide you with access to the service and Telephone & Email support. This support covers your usage of the system and any issues your customers may be experiencing. If you have any custom integrations to third-party systems, these may also be covered subject to the specific service agreement.
SaaS Support Includes
Reactive support (on-demand)
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End user support (L1) – solving usage issues and minor problems, escalating more complex issues.
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Application support (L2) – software troubleshooting, fixing its performance, configuration, and security issues.
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Development support (L3) – fixing software issues on the code and database level.
Proactive support (continuous)
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Software availability, performance, security, and compliance monitoring and management.
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QA activities (including regular code reviews).
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Infrastructure optimisation (e.g., cloud resource consumption optimisation).
