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Support & Maintenance

SUPPORT & MAINTENANCE PACKAGES

On completion of your website development, you may want to look at your requirements for ongoing support and maintenance. We offer annual support and maintenance packages, including annual version upgrades, or we can offer bulk purchase of support credits at a reduced cost compared to our standard rates.

Priority Support

  • Customers who have subscribed to a support package will receive a response within five (5) business hours (BST) via email and will receive priority scheduling if action is required.
  • Ad hoc support requests can expect a response within 2 business days. Work required will be quoted and scheduled after payment has been received.

Annual Maintenance/support Package With Upgrade

  • Payable monthly, or annually (with prepayment discount for annual settlement)
  • Includes up to four (4) hours of support per month for any changes, design tweaks, configuration, additional development, migration, server support etc.
  • One version upgrade per year for a single domain/store view. Upgrades exclude the cost of purchasing and configuring new licenses/version upgrades for any add-on modules used in the original development if they are required.
  • Version upgrades will be based on the latest stable version available.
  • All support is via email. Skype, telephone or Team Viewer support can be arranged at a mutually agreed time, however this is charged at premium rates.

If additional support credits are required they can be purchased in bulk, or work can be quoted on an ad hoc basis.

LINNWORKS INTEGRATION

Bulk Support Credits:

  • Support credits can be purchased in blocks of 10, 20 and 50 hours.
  • Work is charged in 15 minute increments rather than hourly (ad hoc support is charged per hour or part thereof)
  • Support credits are valid for 12 months.
  • Credits can be used for changes, design tweaks, configuration, additional development on a completed project, server migration, server support etc.
  • All support is via email. Skype, telephone or Team Viewer support can be arranged at a mutually agreed time, however this is charged at premium rates.