Technical Support Rates - Transparent Pricing

Valid from 2025-07-04 Version 1.006

GEN's pricing is VERY transparent. 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.

• Emergency Support has a minimum charge of 1 hour, rounds up to the nearest hour, and starts from the time we accept the emergency support ticket. Everything else is rounded up to the nearest 15-minute interval (e.g., 15, 30, 45 minutes).
• Rates change periodically, but pre-paid credit is fixed at the rates at that time.
• Discounts are available based on spend, and these are applied across the board as a percentage - speak to your Account Manager for more information.
• Travel time (if any) is charged at £60/hour, and a working day is 7 hours.
• All prices are in GBP and exclude VAT.

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.