Current Technical Support Rates
These are only applicable to pay-as-you-go customers.
Valid from 2024-07-27 Version 1.000
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
| Service | Hourly | Day | SLA | Description |
| First Line Support | £15.00 | £60.00 | all | Basic Support, Troubleshooting, Maintenance, Configuration and Setup. |
| Second Line Support | £22.00 | £150.00 | all | More Complex Support and Troubleshooting, Maintenance and Remote Support |
| Third Line Support | £80.00 | £350.00 | 10,11,12 | Advanced Support and Troubleshooting, Maintenance and Remote Support |
HelpDesk Invoice
| Service | Hourly | Day | SLA | Description |
| First Line Support | £18.00 | £65.00 | all | Basic Support, Troubleshooting, Maintenance, Configuration and Setup. |
| Second Line Support | £25.00 | £180.00 | all | More Complex Support and Troubleshooting, Maintenance and Remote Support |
| Third Line Support | £85.00 | £390.00 | 10,11,12 | Advanced Support and Troubleshooting, Maintenance and Remote Support |
Software
| Service | Hourly | Day | SLA | Description |
| Development PHP | £36.40 | £0.00 | N/A | Software Development and Maintenance |
| Development Javascript/NodeJS | £36.40 | £0.00 | N/A | Software Development and Maintenance |
| Development Other | £36.40 | £0.00 | N/A | Software Development and Maintenance |
Consultancy
| Service | Hourly | Day | SLA | Description |
| Remote | £175.00 | £1,100.00 | N/A | Consultancy via Telephone, Email or Video. FIRST HOUR FREE. |
| On Site | £350.00 | £2,200.00 | N/A | Consultancy on-site |
Emergency
| Service | Hourly | Day | SLA | Description |
| 0900-1700 GMT | £142.00 | £999.00 | N/A | Emergency Response and Assistance - Excludes Travel + Parts |
| 1701-0859 GMT | £295.00 | £1,999.00 | N/A | Emergency Response and Assistance - Excludes Travel + Parts |
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