Ad-Hoc Support
New websites or software solutions may include a short period of bug-fix support once the project is operational. However, bug fixes are not the only type of support you may need. User usage problems, data input errors, missing data, system misuse, cosmetic changes, and other types of support are not considered bug fixes and would not be covered by any bug fix period. We recommend that clients take out a Software Support Agreement for complex software systems so that these types of support are covered by a fixed monthly charge. Where no such agreement is in place, then the following Ad-Hoc Support will apply.
For ad-hoc support, all severity types and support levels are chargeable at the following rates.
|
Support Level |
Chargeable |
|
All Levels |
Yes |
|
Time |
S1, S2, S3 |
S4, S5 |
|
Office Hours |
Priority Rate |
Standard Rate |
|
Evenings, Weekends & Bank Holidays |
Contract Only |
Contract Only |
Minimum Charge 1 Hr.
Where no maintenance agreement is present, all work on a website will be chargeable at our standard rates. Minor alterations to the Website/software will be charged on a per-hour basis; any major work will be quoted for on a case-by-case basis. The table below details types of work and their estimated delivery time.
|
Work< |
Delivery Time |
|
Text & Image Changes |
3-5 Working Days |
|
Additional Content |
3-5 Working Days |
|
Additional Content/Functionality (Quoted) |
As Per Quote |
|
Programming Work (Quoted) |
As Per Quote |
Major work requires scoping and a technical specification before a quote can be produced. This work may be chargeable. Minimum charge 30 mins.
Subscription Services Support
Our subscription services include support for specific severity issues and support levels. All level 4 support is chargeable.
|
Support Level
|
Chargeable
|
|
L1-L3
|
No*
|
|
L4
|
Yes
|
|
Time
|
S1, S2, S3, S4
|
S5
|
|
Office Hours
|
Included *
|
Standard Rate
|
|
Evenings, Weekends & Bank Holidays
|
S1, S2, S3 Included *
|
N/A
|
* excludes client-specific functionality, which will be considered Ad-Hoc or Support/Maintenance Agreement support.
Subscription Service Support does not cover support for thrid-party software. Any support for such software will be treated as Ad-Hoc support.
A service agreement is an agreement that covers one or more subscription services or software licencing fees into a single monthly service fee.
The service fee is payable on a monthly basis for the duration you keep your website with 3 Legs Ltd and covers such things as:
-
Domain Name Registrations (If applicable)
-
Hosting (If applicable)
-
Web Cart Service Fees (If applicable)
-
Web CMS Service Fees (If applicable)
If any of the subscription services include support, then this will be provided as Subscription Service Support. All other support will be treated as ad-hoc support unless covered by a support agreement.
Any maintenance work will be considered as ad-hoc maintenance unless covered by a maintenance agreement.
Support Agreement
A support agreement sets out the SLA for the severity of an issue and what cover is provided during a workday, out-of-hours, weekends, or bank holiday. The second part is which support levels are covered by the contract. Any issue matching an SLA service level and support level will be included in the price of the agreement. If an issue requires a support level above that an agreement covers, then this will be chargeable.
Agreement Coverage (Example)
|
Support Level |
L1 |
L2 |
L3 |
L4 |
|
Support Cost Included |
Inc |
Inc |
Inc |
Quote |
SLA
|
Time of Day |
Severity Levels |
|
Office Hours |
S1 - S5 |
|
Evenings |
S1 Only |
|
Weekends & Bank Holidays |
S1 Only |
The following rates will apply when the agreement does not cover the support.
Out of Agreement Charges
|
Time |
S1, S2, S3 |
S4, S5 |
|
Office Hours |
Priority Rate |
Standard Rate |
|
Evenings, Weekends & Bank Holidays |
N/A |
N/A |
A maintenance agreement covers regular work to be carried out on a website or other service from 3 Legs. The table below details types of work and their estimated delivery time. Each maintenance agreement includes an agreed amount or work.
|
Work |
Delivery Time |
|
Text & Image Changes |
3-5 Working Days |
|
Additional Content |
3-5 Working Days |
|
Additional Content/Functionality (Quoted) |
As Per Quote |
|
Programming Work (Quoted) |
As Per Quote |
|
Maintenance Work |
Cost |
|
A maintenance agreement will outline what worl is cover by the agreement each month |
Included |
|
Other work not covered by the agreement |
Standard Rate |
This work only covers minor alterations to the Website; any major work will be quoted for on a case-by-case basis. Maintenance work is only carried out during office hours.
Major work requires scoping and a technical specification before a quote can be produced. This work will be chargeable.
