Got questions? We're always happy to (at least) try and help. Give us a call, email, tweet, FB post or just shout if you have questions.
Software maintenance
We are committed to providing quality aftercare to all our partners, irrelevant of size of the project. A dedicated, in-house support team, managing the support and maintenance of client web sites and applications.
It's never glamorous but we won't just create a solution then run into the sunset.
We operate a number of support contracts with a dedicated online ticketing and resolution tracking system.
The online system caters for the majority of support requests (tickets) and allows clients to easily raise and monitor their support items. This includes a form to capture required support incident items and a comment log to allow direct communication with the team.
Our standard business support package and bespoke critical cover are tailored to suit the needs of your game/studio/organisation.
Our IT support systems and methodologies have been developed over many years and our friendly "can do" approach offers your organisation absolute peace of mind. Whatever the problem, we can offer onsite and offsite solutions to suit your needs.
You will always be speaking to a suitably qualified developer or engineer who will not only help solve the most complex problems your application or solution can pose, but will liaise with your internal team to facilitate a resolution of the problem.
Our commitment comes as standard: we're your player two and we're in this together.
- Helpdesk Access 9.30am -5.30pm
- Average response to critical software problem 4 hours*
- Average response to non-critical software problem 16 hours*
- Maximum response to non-critical software problem 24 hours*
- Access to dedicated Support website
- Up to 8 hours support per month
- Escalation Management
- Regular Status Reports
- Helpdesk Access 9am - 6pm
- Average response to critical software problem 4 hours*
- Average response to non-critical software problem 8 hours*
- Maximum response to non-critical software problem 16 hours*
- Access to dedicated Support website
- Up to 16 hours support per month
- Escalation Management
- Regular Status Reports
- Regular health service
- Twice yearly security patching included as standard
- Extended Helpdesk Access 8am – 6pm
- Average response to critical software problem 2 hours*
- Average response to non-critical software problem 6 hours*
- Maximum response to non-critical software problem 8 hours*
- Access to dedicated Support website
- Up to 28 hours support per month
- Escalation Management
- Regular Status Reports
- Regular health service
- Monthly security patching included as standard
- New Feature Proposal Management
- Application performance health checks and system tuning
- Extended Helpdesk Access 8.00am – 6.30pm
- Average response to critical software problem 1 hours*
- Average response to non-critical software problem 4 hours*
- Maximum response to non-critical software problems 8 hours*
- Access to dedicated Support website.
- up to 40 hours support.
- Escalation Management.
- Regular Status Reports.
- Monthly security patching included as standard.
- New Feature Proposal Management
- Application performance health checks and system tuning..
- Quarterly Performance reviews via onsite meeting.
* Confirmation of issue having been received- within normal business hours as defined by the helpdesk access hours associated with this plan
We're Honestly Here to Help!
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Working In Partnership
We're up for (almost) anything.
We believe that life is better in co-op (and if we can't help then we probably know somebody else that we can direct you to). Get in touch.