Support Packages

Acorn is our introductory support offering, on a “pay per call” basis invoiced in arrears or paid by credit card per call and offers support across the same areas as our support levels.
Application Service Management – the provision of the support service and support manager, support environment and support ticketing application.
Application Maintenance Service – the provision of an ITIL process to support both technical and business related incidents and there ongoing management toward resolution.
Application Development Service – the provision of resources to enable changes and ongoing development of your implementation, both from a technical perspective or from an application configuration and business process perspective.

Acorn differs from higher level of support in so far as we execute AMS incidents and ADS development work on a best endeavours basis, there are no agreed SLA’s

 

Oak Leaf is our intermediate support offering, on a “pay per month” basis and offers support across the same areas as our support levels. There is an annual support fee paid monthly or quarterly in advance.
Oak Leaf differs from the other levels in so far as the support is limited to a predefined number of hours per month or quarter. Oak leaf offers an agreed set of SLA’s and guaranteed resource availability to deliver both Maintenance and development services.

 

Oak Tree is our premier support offering, on a “pay monthly unlimited use” basis and offers support across the same areas as our support levels. Oak Tree differs from the other levels in so far as the support is unlimited. Oak Tree offers an agreed set of SLA’s and guaranteed resource availability to deliver both Maintenance and Development services.