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A support agreement provides a year's technical support via our online ticket system.
Support covers the following:
Support does not cover the following:
The bug fix warranty applies to bugs other than those indicated above; the timescale (3 or 7 days) means working days, based on the UK working week (Mon-Fri), excluding public holidays, though we can typically deliver bug fixes sooner than this.
We can quote to perform any of the work above not covered under support if required.
Subsequent years' support renewals are at a significant discount if the renewal is completed before the expiry of the support agreement.
For new support contracts, there is a two-week start period for major support issues. This means that for the first 14 days of a new support contract (or one renewed after it has previously expired, with the associated discount renewal price), the turnaround times are extended by 14 days. This is to discourage purchases of support only when a major issue has already occurred; once the two week run-in period has finished, normal response times apply.