Support services

Anything worth preserving requires maintenance.

That’s why we give you these flexible monitoring & support service options. If you would prefer to maintain your automations in-house, please contact us directly. We would gladly equip your staff.

BASIC MONITORING

$60 per month
  • Support Coverage - Business Hours
  • Integration Monitoring - Standard system generated error message monitoring.
  • Response time according to Failure Severity* - Level 1 - 2 Days; Level 2 - 5 Days; Level 3 - 10 Days
  • Additional Service Charge - $60ph (None Included)

PRIORITY SUPPORT

$300per month
  • Support Coverage - Weekdays
  • Integration Monitoring - Standard system generated error message monitoring.
  • Response time according to Failure Severity* - Level 1 - 1 Day; Level 2 - 3 Days; Level 3 - 5 Days
  • Additional Service Charge - $60ph (5 hours included)

ADVANCED MONITORING & PRIORITY SUPPORT

$600**per month
  • Support Coverage - 24/ 7/ 365
  • Integration Monitoring - Integration specific health monitoring and pre-emptive troubleshooting.
  • Response time according to Failure Severity* - Level 1 - 1 Day; Level 2 - 3 Days; Level 3 - 5 Days
  • Additional Service Charge - $60ph (8 hours included)

Our STANDARD support includes support coverage during business hours only. No integration monitoring. No priority scheduling.

We will respond to any ad hoc support requests when possible and will schedule additional maintenance work in the next available slot.

*FAILURE SEVERITY DESCRIPTIONLevel 1 – System Failed    Multiple users not able to access the system to perform normal work.Level 2a – System Malfunction    The system is still considered operational with some functionality disabled.Level 2b – Operation impaired    System operation is impaired, slow running or prints not being produced. Core functionality is operational.Level 2c – Data Issues    System operates normally but incorrect data items or an individual user not able to access the system etc.Level 3 – Cosmetic Issues    Cosmetic error, e.g. spelling mistake, screen layout inconsistency. User enhancement request. ** Starting from $600pm depending on the size of the system. Let's chat about your system and maintenance requirements.