These types of arrangements involve paying a fixed annual or monthly cost. We will calculate this cost based on:

• Expected volume of support required (generally derived from the number of users, size and complexity of your system)
• How quickly they have to respond to your problems (the 'response time') You are normally expected to enter into an agreement for a minimum period
• When does the service operate, i.e. Monday to Friday 09:00 - 18:00 or 24/7
• The stability of the system that we are supporting

These types of arrangements involve paying a fixed annual or monthly cost. We will calculate this cost based on:

You pay the cost, even if you don't make much use of the service

With this type of agreement our clients pay an initial set up fee which allows us to perform the initial system audit and gain an understanding of your business and systems.

We agree to support your systems with guaranteed responses and any support work carried out will be charged on a time and materials basis.

Before commencing with the resolution of any support call, we provide an estimate of time involved, to ensure you do not incur any unexpected monthly charges.

This type of agreement would be recommended for stable systems which are not expected to create regular support calls.

• Guaranteed response times
• Experienced consultants supporting and understanding your business
• Peace of mind knowing your application is always supported
• You only pay for actual support work performed

This option can prove expensive if a high volume is supported on a monthly basis

This type of agreement is generally entered into by development teams who require access to technical skills during a complex or high profile project.

Single incidents can be bought as and when required, although it is more cost effective to purchase incident packs. Incident packs can be bought in 10's, 25's, 50's or 100's. The cost per incident decreases the larger the pack.

• No fixed or retainer fees
• Can be cost effective if not much support is required
• Experienced consultants supporting and understanding your business

Longer response times than contractual support