Current Technical Support Rates

These are only applicable to pay-as-you-go customers.

Valid from 2024-06-19

Depending on the Service Level and Support/Outsourcing Agreement you may have with us then some if not all of these changes are included. If your unsure then please contact your account manager for clarification.

Rates quoted are base rates and in many cases discounts are applied for institutional status, longevity and new business. The HelpDesk is the primary channel for all Support Operations and is usually charged as part of a Support Agreement but the prices below are for those WITHOUT a Support Agreement or that are out of contract.

Support Agreements are usually based on Issues/Year and will have a mix of first, second and third line issues rolled into an inclusive agreement at a reduced fixed cost. Customers can always upgrade from Pre-pay or Invoice to an Annual Service Agreement and include any outstanding amount. Please see the Framework Agreement for more detail. 

HelpDesk Prepay

ServiceHourlyDaySLADescription
First Line Support£15.00£60.00allBasic Support, Troubleshooting, Maintenance, Configuration and Setup.
Second Line Support£22.00£150.00allMore Complex Support and Troubleshooting, Maintenance and Remote Support
Third Line Support£80.00£350.0010,11,12Advanced Support and Troubleshooting, Maintenance and Remote Support

HelpDesk Invoice

ServiceHourlyDaySLADescription
First Line Support£18.00£65.00allBasic Support, Troubleshooting, Maintenance, Configuration and Setup.
Second Line Support£25.00£180.00allMore Complex Support and Troubleshooting, Maintenance and Remote Support
Third Line Support£85.00£390.0010,11,12Advanced Support and Troubleshooting, Maintenance and Remote Support

Software

ServiceHourlyDaySLADescription
Development PHP£36.40£0.00N/ASoftware Development and Maintenance
Development Javascript/NodeJS£36.40£0.00N/ASoftware Development and Maintenance
Development Other£36.40£0.00N/ASoftware Development and Maintenance

Consultancy

ServiceHourlyDaySLADescription
Telephone/VC£175.00£1,100.00N/AConsultancy via Telephone or Video Conference
On Site£350.00£2,200.00N/AConsultancy on-site

Emergency

ServiceHourlyDaySLADescription
0900-1700 GMT£142.00£999.00N/AEmergency Response and Assistance - Excludes Travel + Parts
1701-0859 GMT£295.00£1,999.00N/AEmergency Response and Assistance - Excludes Travel + Parts

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