Software Support Agreement
For bespoke software solutions that are produced by us, we offer a software support agreement.
Such an agreement sets out what level of support for your software solution we will provide for a fixed monthly amount. This will give you peace of mind knowing that should you or your user have any issues, then, we are here to help.
Where support is required that is not covered by such an agreement then we will provide support at our standard programming rate or via a fixed price quote.
Support Agreement Options
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, and software integrations.
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Feature support (L4) – adding new features and functionality as required.
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).
