As standard we offer our silver support package. If you trade longer hours and require longer support hours we can offer the gold or platinum support. Speak to your account manager if you would like to upgrade your package. Speak to your solutions manager about our support packages.
BESPOKE SERVICE PLANS CAN BE CREATED ON REQUEST
Notes: BH – UK Bank (Public) Holidays. Times stated are GMT – UK time
What is a response? The time in which an experienced Technician starts to actively work on the issue, NOT the time at which the ticket is logged
Changes to configurations: Minor changes are free for the first 30 days post go-live. Change requests thereafter are chargeable (depending on work involved) with a minimum charge of £49.00. See further information on our “Addworks” (Additional Works) policy at: http://www.tianyuncm.com/addworks.html
OUT OF HOURS SERVICE PLANS
The Technology Group provides 7am to 7pm service cover as standard (cloud hosted systems only) during weekdays and has 2 additional upgrade plans which are priced on a lower cost retained basis, with a small charge per call for issues outside of Standard hours. The cost per call structure is designed to discourage routine and therefore all but the most urgent calls in unsociable hours where engineers are on call or we are operating at a lower capacity out of hours service.
Bespoke 'Out of Hours' service plans can be created on request.