IT Support & Maintenance Packages Comparison
| Package | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| Online & Phone Technical Support | 0900-1730 Mon-Fri |
0900-1730 Mon-Fri |
24/7 | 24/7 |
| On-site Response | NBD | 4 hour | 4 hour | 2 hour |
| On-site Response Times | 0900-1730 Mon-Fri |
0900-1730 Mon-Fri |
24/7 | 24/7 |
| Public & Bank Holidays Covered | Yes | Yes | ||
| Account Management | Yes | Yes | ||
| Account Support Plan | Yes | Yes | Yes | |
| Access to System Activity Log | Yes | Yes | Yes | |
| Mission Critical Escalation Support | Yes | Yes | Yes | |
| Account Support Review | Yearly | Half-yearly | Quarterly | |
| Remote Diagnostic Analysis | By Request | By Request | By Request | |
| Customer-Defined Priority | Optional | Optional | Optional | |
| System Check | Yearly | Yearly | Yearly | Quarterly |
| Online Support Centre | Yes | Yes | Yes | Yes |
| Self-Solve Online | Yes | Yes | Yes | Yes |
| Operating Environment Releases | Yes | Yes | Yes | Yes |
| Software Patch Access | Yes | Yes | Yes | Yes |
| Reporting & Self-Monitoring | Yes | Yes | Yes | Yes |
| Parts Replacement | By OS | By OS | By OS | By OS |
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