Continuing support for agreed software
After launch, software may require investigation, updates, compatibility work and controlled improvement.
We provide ongoing support for systems that we have delivered and, following assessment, may support software developed by another supplier.
Support can include
- receipt and classification of reported issues;
- investigation of reproducible faults;
- corrections and maintenance releases;
- dependency or compatibility updates;
- minor enhancements within an agreed allowance;
- deployment assistance;
- review of configured monitoring information; and
- scheduled technical review meetings.
Continuing care for the software you rely on
Supported software, service hours, response targets and exclusions are set out in a signed arrangement.
Support arrangements
The agreement identifies the supported software, contact process, service hours, response targets, exclusions, client responsibilities and available technical time. Response and resolution commitments apply only where stated in the signed arrangement.
Emergency or out-of-hours work is not assumed to be included. If available, it is agreed and priced separately.
Commercial model
Support may be charged through:
- a recurring monthly or annual support fee;
- a prepaid allocation of technical hours;
- separately authorised work at agreed rates; or
- a combination of a base support fee and additional chargeable work.
Unused time, rollover arrangements and work outside the support scope are handled according to the applicable agreement.
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