Support
For many organisations, once their site is live the cost and logistical overhead of maintaining their own support team can be a significant drain on resources. Understanding the importance and effect ‘down time’ can have on a business Axis12 has put in place three efficient and cost effective services to keep your site reliable, secure and effective.
Support packages
Our support service is available in three tiers, Bronze, Silver and Gold. Clients can choose the level of service they require - from basic email communication to complete service which effectively means you don't need your own support team, including monitoring, bug fixing and making any changes you might need.
We also provide bespoke support for Enterprise clients - and will be happy to discuss this option with you.
|
Packages |
Bronze |
Silver |
Gold |
|---|---|---|---|
|
Description |
Basic support service offered through email and site bug fixes/changes |
Mid level support service with business hours telephone and forum support |
Premium support with 24x7 telephone and forum support |
|
How do I contact A12 for support? |
|
Email & telephone |
Email & telephone |
|
Response times |
2 days or less |
8 hours or less |
2 hours or less |
|
Emergency response times |
Upgrade required |
UK business hours (excluding public holidays) |
24x7 |
|
What will I get each month? |
4 hours of support time |
30 hours of support time |
60 hours of support time |
|
What is covered by our support service? |
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|
Which Drupal modules & themes are covered? |
all Drupal 6.x and 7.x |
all Drupal 6.x and 7.x |
all Drupal 6.x and 7.x |
|
Will my support needs be prioritised in an emergency? |
Upgrade required |
Yes |
Yes |
|
Is advice on installation, performance, security, etc included? |
Upgrade required |
Yes |
Yes |
|
Costs |
£400 per month |
£2,700 per month |
£4,800 per month |
|
Additional 10 hours of support |
Upgrade required |
£400 |
£300 |
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