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We don't hide our charges in long contracts with endless clauses, we simply charge for our time and materials at set rates. You can pre-pay in exchange for a discount, or pay on invoice. If you pre-pay and run out of credit then we will simply invoice the overage.
The OOC Rate is the "Out of Coverage" rate. That is, any time outside of your selected Service Level Coverage is charged at the OOC rate.
Day and Night Rates apply to 24/7 cover, and a working day is 0800-1800, everything outside of that is Night.
Select Service Level (SLA)
| Service | Hourly | OOC | Description |
| First Line Support | £ | £ | Entry Level Support in MS, Mac and Linux environments |
| Second Line Support | £ | £ | More Complex Support, diag and solutions, patching and security |
| Third Line Support | £ | £ | Most complex, critical support, vendor escalations, optimisation, cyber and cybercrime |
| Voice Support | £ | £ | Voice (SIP/AIX) Asterisk,FreePBX,PBXAct Support |
| Infrastructure Support | £ | £ | Networking and Infrastructure, DNS, VPN, SDWAN, VLAN and IaaS |
| Storage Support | £ | £ | Shared Storage and SAN, Synology, HPE Nimble/3PAR/MSA/Alletra |
| Cloud Support | £ | £ | Advanced Cloud, Virtual and Container, Proxmox, VMWare, Hyper-V |
| Specialist Support | £ | £ | Specialist Expert Support |
| Service | Hourly | OOC | Description |
| First Line Support | £ | £ | Entry Level Support in MS, Mac and Linux environments |
| Second Line Support | £ | £ | More Complex Support, diag and solutions, patching and security |
| Third Line Support | £ | £ | Most complex, critical support, vendor escalations, optimisation, cyber and cybercrime |
| Voice Support | £ | £ | Voice (SIP/AIX) Asterisk,FreePBX,PBXAct Support |
| Infrastructure Support | £ | £ | Networking and Infrastructure, DNS, VPN, SDWAN, VLAN and IaaS |
| Storage Support | £ | £ | Shared Storage and SAN, Synology, HPE Nimble/3PAR/MSA/Alletra |
| Cloud Support | £ | £ | Advanced Cloud, Virtual and Container, Proxmox, VMWare, Hyper-V |
| Specialist Support | £ | £ | Specialist Expert Support |
| Service | Hourly | Day | Description |
| DevOps PHP | £36.40 | - | PHP 7/8 Software Development and Support |
| DevOps Javascript/NodeJS | £36.40 | - | Node.js and Javascript Development and Support |
| DevOps Asterisk | £36.40 | - | Asterisk Dialplan Development and Support |
| DevOps Embedded | £44.00 | - | C/C++ Software Development and Support |
| DevOps SQL | £49.00 | - | SQL (Maria/My/Postgress/MSSQL) Development and Support |
| DevOps AI | £95.10 | - | AI/ML Development and Support |
| DevOps Other | £66.10 | - | Go/Ruby/Pyton/Rust/Swift/C# Development and Support |
| Service | Hourly | Day | Description |
| Remote | £175.00 | £1,100.00 | Consultancy via Telephone, Email or Video. FIRST HOUR FREE. |
| On Site | £350.00 | £2,200.00 | Consultancy on-site |
| Service | Hourly | Day | Description |
| L1 Support | £38.46 | - | First Line Techniacl Engineering on-site |
| L2 Support | £54.25 | £424.00 | Second Line Techniacl Engineering on-site |
| L3 Support | £77.50 | £615.00 | Third Line Technical Engineering on-site |
| Service | Hourly | Day | Description |
| 0900-1700 GMT | £142.00 | - | Emergency Response and Assistance - Excludes Travel + Parts |
| 1701-0859 GMT | £295.00 | - | Emergency Response and Assistance - Excludes Travel + Parts |
In the industry there are many terms and acronyms used to describe 'support', some implying unlimited assistance for a fixed price, or long-term contracts with no exit clause marketed as being future-proof. The reality is that support ultimately comes down to time and materials - anyone quoting for work operates within these two fundamental commodities.
When you're offered a fixed-price 5-year contract, someone has calculated exactly how many hours of support you'll likely use, estimated hardware and parts consumption, then added their profit margin on top. That's the industry standard. GEN takes a different approach: we offer complete transparency with two straightforward options. Pre-pay for support at discounted rates with flexible monthly adjustments, or pay-as-you-go at standard rates - no hidden costs, no surprises.
We don't rely on long-term contracts to lock you in because we're confident in our expertise and committed to fair, transparent pricing. Our reputation speaks for itself.