My Support Cases

• Break/Fix - System issue currently occurring. The severity of the issue can be defined by the priority selected
• Consultancy Request - Request to changes of the system, which can include new functionality, training requests, consultancy, etc

Case Closure
Cases will be closed as resolved if the Customer does not respond within 5 working days. Unresolved issues will require a new case to be raised.

Pricing & Resource Levels
A 10% PM charge is applied to all cases upon resolution/closure.
Where work is delivered by Architect-level resources, a 25% uplift will be applied to the relevant case hours. This will only apply where such expertise is required to deliver or resolve the case.
To help us plan effectively, appointments cancelled within 48 hours of the scheduled start time, or non-attendance on the day, will be chargeable and the scheduled hours deducted from your managed service hours balance.