Gold support is an extension of our standard support.  It enables us to work more closely with you, and take care of many routine, I.T. tasks.

Up to 1 day per month administration time

Gold support includes up to 1 day per month remote server administration time.

Priority response to requests and 24h emergency recovery service

Issues and requests raised by gold support customers receive priority email and 'phone support.

Gold support also covers a 24h emergency recovery service.  See the full service level agreement for full details.

Dedicated account manager and authorised callers

You will be assigned a dedicated account manager.  You can also nominate up to 4 authorised callers

Training

Incorporated within your 1 day per month can be up to 2hrs of dedicated WebCast training, driven by your requirements.

System Administration, Monitoring and Health Management

Remote administration and assistance.  This includes:

• Regular server and database monitoring and health checks.
• Assistance with routine server tasks such as backups and user/login management

On-line dedicated issue tracking database.

Enter, prioritise and track your own issues.

Costs

As standard support plus £6,000 (per annum)

Additional days can be pre-purchased at this rate. Overspill is invoiced at our standard daily rate

Click here to view the full service level agreement

Additional Support Offerings

By separate negotiation we are happy to get involved in helping to manage your system day to day, for example importing and resolving data, running reports, etc.

See Data Management Service for details