Support Options

At 3 Legs Internet we offer different types of support options to suit our clients’ requirements. These are:

  • Ad-hoc Support/Maintenance
  • Subscription Services Support
  • Support/Mainteance Agreements

On the 1st April 2024 we are introducing a new support charging structure

A support issue is assigned a severity and progresses through the different support levels. The rate charged is determined by the severity, support level, when the work was done and if a Support/Maintenance Agreement or Subscription service covers the work.

Website maintenance/updates and Subscription Services remain the same, so for most customers, there will be no change.

Severity Description Response Time
S1 – Failure/Critical Multiple users are unable to access the system to perform normal work or a critical network/security issue. 2 working hours
S2 – Malfunction/Serious The system is still operational, but some functionality is disabled or a serious network/security issue. 4 working hours
S3 – Operation impaired System operation impaired or slow running. Core functions are healthy. 24 hours
S4 – Usage Operating normally, but individual users are experiencing issues. 2-5 Days
S5 – Cosmetic Spelling mistakes, screen layouts or user enhancement request 5+ days

 

Support Level Description
L1 - User support Solving usage issues and minor problems, escalating more complex issues.
L2 - Application support Website/software troubleshooting, fixing its performance, configuration, and security issues.
L3 - Development support Fixing software issues on the code or database level, and software integrations
L4 - Feature support Adding new features and functionality as required.

 

Any support not covered by an active Service Fee/Support or Maintenance Contract/Agreement shall be considered ad-hoc support.

Ad-Hoc Support

Ad-Hoc Support

New websites or software solutions may include a short period of bug-fix support once the project is operational. However, bug fixes are not the only type of support you may need. User usage problems, data input errors, missing data, system misuse, cosmetic changes, and other types of support are not considered bug fixes and would not be covered by any bug fix period. We recommend that clients take out a Software Support Agreement for complex software systems so that these types of support are covered by a fixed monthly charge. Where no such agreement is in place, then the following Ad-Hoc Support will apply.

For ad-hoc support, all severity types and support levels are chargeable at the following rates.

Support Level   Chargeable  
All Levels Yes

 

Time S1, S2, S3 S4, S5
Office Hours Priority Rate Standard Rate
Evenings, Weekends & Bank Holidays Double Priority Rate Double Priority Rate

 

Minimum Charge 1 Hr.

Ad-Hoc Maintenance

Where no maintenance agreement is present, all work on a website will be chargeable at our standard rates. Minor alterations to the Website/software will be charged on a per-hour basis; any major work will be quoted for on a case-by-case basis. The table below details types of work and their estimated delivery time.

Work< Delivery Time
Text & Image Changes 3-5 Working Days
Additional Content 3-5 Working Days
Additional Content/Functionality (Quoted) As Per Quote
Programming Work (Quoted) As Per Quote

 

Major work requires scoping and a technical specification before a quote can be produced. This work may be chargeable. Minimum charge 30 mins.

Subscription Services Support

Subscription Services Support

Our subscription services include support for specific severity issues and support levels. All level 4 support is chargeable.

Support Level Chargeable
L1-L3 No*
L4 Yes

 

Time S1, S2, S3, S4

S5
Office Hours Included * Standard Rate
Evenings, Weekends & Bank Holidays S1, S2, S3 Included * N/A

* excludes client-specific functionality, which will be considered Ad-Hoc or Support/Maintenance Agreement support.

Subscription Service Support does not cover support for thrid-party software. Any support for such software will be treated as Ad-Hoc support.

Service Agreements

A service agreement is an agreement that covers one or more subscription services or software licencing fees into a single monthly service fee.

The service fee is payable on a monthly basis for the duration you keep your website with 3 Legs Ltd and covers such things as:

  • Domain Name Registrations (If applicable)
  • Hosting (If applicable)
  • Web Cart Service Fees (If applicable)
  • Web CMS Service Fees (If applicable)

If any of the subscription services include support, then this will be provided as Subscription Service Support. All other support will be treated as ad-hoc support unless covered by a support agreement.

Any maintenance work will be considered as ad-hoc maintenance unless covered by a maintenance agreement.

Support Agreement

Support Agreement

Software support agreements include an agreed level of support, which is included in the cost of the agreement. In addition the agreements will detail what severity level of issues is dealt with during office hours, evenings, weekends and bank holidays.

If the work to fix the issue falls within the agreed support levels then it is not chargable. Otherwise the work will be charged at the Out of Agreement rates below.

Agreement Coverage (Example)

Support Level Included
L1 - User Support Yes
L2 - Application Support Yes
L3 - Development Support Yes
L4 - Feature Support No

SLA

Time of Day Severity Levels
Office Hours S1 - S5
Evenings S1 Only
Weekends & Bank Holidays S1 Only

 

The following rates will apply when the agreement does not cover the support.

Out of Agreement Charges

Time S1, S2, S3 S4, S5
Office Hours Standard Rate Standard Rate
Evenings, Weekends & Bank Holidays Double Standard Rate Double Standard Rate

 

Mainteance Agreement

Maintenance covers new features and functionality, changes to existing features and functionality and content updates. This work is pre-planned or scheduled on request. The table below details types of work and their estimated delivery time.

Work Delivery Time
Text & Image Changes 3-5 Working Days
Additional Content 3-5 Working Days
Additional Content/Functionality (Quoted) As Per Quote
Programming Work (Quoted) As Per Quote

 

Maintenance Work
Work allowance subject to contract

 

Unless a monthly work allowance is included in this agreement, then all maintenance work is chargeable at our standard rate. This work only covers minor alterations to the Website/software; any major work will be quoted for on a case-by-case basis. Maintenance work is only carried out during office hours.

Major work requires scoping and a technical specification before a quote can be produced. This work will be chargeable.

Rate Charges

Type General Web Development Programming
Standard £85/hr £85/hr £150/hr
Priority £125/hr £125/hr £200/hr

 

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