Immediately after roll-out, Datagaard will provide three months of Premium support coverage to facilitate the integration of the software and education of users. This does not cover new development, but will allow for any performance issues that cannot be identified until the application is used in a live environment.
There is no charge for this support, and as the end of this time clients are invited to continue the Premium support, or drop back to the Basic support package depending on their needs.
The Basic support package allows users to contact us by phone or email on an "as needed" basis.
Issues will be prioritised, logged and actioned accordingly. Calls are billed by the time required to resolve an issue, first as a two hour block and then in blocks of 15 minutes thereafter.
The Premium support package has a number of advantages over the Basic support in that all issues are given top priority over Basic issues and any current development processes. This means resolution is usually on the same day, if not the same hour, as the initial call. There is no mandatory two hour charge for each issue.
A minimum of four hours contact per month (non accumulative) is the basis of our Premium support package. This, however, can be increased to suit your particular requirements.
The Premium package can be bought at a fixed price for periods of 1-5 years in advance (subject to conditions such as number of users and constant hardware environment).