maintenance and support
SystemCore promise to fix any bug or defect in their products free of charge, for the lifetime of the product.
We also offer to provide full support in the use of our products and solutions for a period of 3 months. This support covers you for any unforseen or unavoidable circumstances, and we will always try our best to get you out of difficulty.
For on demand support outside of this we provide a flexible credits system, based on a quarterly subscription purchase.
Ten credits will buy one hour of support time. Credits may be bought in blocks of 30, and are valid for 3 months. Discounts apply for quanities above 100 and customers qualifying for quantity discounts will also receive priority response:
- 30 credits (*) - 1 business day response time, any number of support cases(**) = £90
- 90 credits(*) - same day response time, any number of support cases(**) = £240 - save £30
- 180 credits(*) - 2 hour response time, any number of support cases(**), free health check and upgrade analysis = £350 - save £90
Support credits may be used for anything you wish - helping a new administrator getting to grips with your online software, solving technical queries, and particularly useful for implementing 'minor changes'(***) that you might like made to your system from time to time.
Whatever the nature of your support call, our team of technical experts will continue to work until you're completely satisfied with our service.
Contact us now to receive immediate help or sign up for one of our flexible Support Plans.
(Notes on Support Services - *, **, ***)
Please note our hosting packages general Terms and Conditions.
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* Time spent on solving any particular support cases may vary and can not be estimated in advance. There is a minimum charge of 1 credit per support case, which also includes administration overhead.
** We will carry out whatever work you wish within the number of credits you have available at any time.
*** A ‘Minor Change’ is defined as:
- Change to a single page of text or content on the site, including the replacement of images
- Any Basic Administrative Function (such as resetting passwords, changing configuration)
- Change to the layout of any page where this is within the capability of the base template;
- The addition or removal of any software module supported by SystemCore
- ‘Minor Systems Administration Activities’ – such as backup/restore/install/upgrade/data load/report
A ‘Support Case’ is defined as any call made to the Call Desk / email sent to the Help Design whether or not it results in further ‘Minor Change’. (ie. A support case (ticket) may be made to request several changes to be made – in this case only the change items requested will be counted against the users balance.
SystemCore reserve the right to assess requirements as being outside the scope of ‘Minor Change’. In such cases SystemCore will report back to the customer with a separate solutions proposal cost estimate.
Times stated and initial response times only. As a guide ‘Minor Changes’ are normally completed within 24 hours. However, time to resolution may vary depending on the nature of the change.