Incident based support model
Instead of fixed annual support charges, we operate an incident based support model. If you choose to purchase support from us, you buy a pack of incidents. We sell these in packs of 10. An incident is a reported problem with a system or software module leading to a fault condition. A single incident may require multiple calls. An incident will be closed by mutual agreement.
Reporting an incident
We have a secure, online, easy to use support website where you report any incidents to us. This generates a ticket and a SMS message to our on-call engineer.
What we will do when
We will take immediate action to restore service either fully or by providing a workaround. By 10:00 UK time on the next working day, we will send a report to your nominated contact with any follow up actions we will take, and any timescales for these.
We deduct 1 incident credit per incident. However, if the fault was caused through a bug or problem in our software or systems, we will of course not deduct a credit.