Cover Levels

Cover Levels

Our cover levels are flexible to suit your business. Just because we work around the clock doesn't mean your business does too. Why pay for support during hours you don't work. If you want a tailored cover period time please contact us to discuss. Tailored options are only available for customers with more than 5 users.

PeriodPrice (per user, per month)
Monday - Friday 9:00am to 5:00pm£25
Monday - Friday 7:00am to 7:00pm£35
Monday - Sunday 7:00am to 7:00pm£45
Monday - Sunday 24/7£55

Service Level Agreements

The below outlines our standard service agreement. These time frames are designed so that you know the timeframes that issues will get resolved in.

Priority 1 – 2 Hour Response

All users cannot work or access the application. A certain part of the application is not working and has a serious impact on business. For example, being unable to raise and process an order do to a system error.

Priority 2 – 4 Hour Response

Issue with a certain part of the application that has a considerable impact on the business but is not as time critical as a priority 1.

Priority 3 – Next working day response

Issue with a certain part of the application that has a minor impact on the business but is not as time critical as a priority 2. For example, not being able to send an invoice out that is due in 30 days.

Priority 4 – 3-5 working days

Change Request – A request for a minor change on the system that doesn’t require any development work. Things such as changing letterheads, terms and conditions, minor changes to quote templates.

Priority 5 – Development Work

Any request that requires development work needs to be agreed upon and a set deadline will be put in place that is agreed by both parties.