services :: support

Support is critical for high-dependency, mission-critical systems and as such, it is central to the business of Yellow Technology. We invest heavily in our support structure and will continue to do so; we believe that there will always be ways in which we can improve the support we offer and we encourage suggestions from our clients in this respect.

Support Contracts
We have a four-tier support system that we have devised over an extended period. We believe this offers a package for everyone. Even our lowest-level package includes telephone or email access to one of our senior consultants. The table below describes the content of each package:

  basic standard professional enterprise
charges
monthly - £50    
quarterly - £120 £500 £1000
annual - £450 £1800 £3600
services included
priority telephone
and email support 		non-priority
eCare
quarterly
maintenance visit i		 2-hour 2-hour
quarterly
included hours 		1 ii 6 12
on-site hourly rate iii £100 £80 £60 £55
 
i A single maintenance visit per quarter of the specified duration. Where additional time is required, it will be charged at 50% of the appropriate on-site hourly rate.
ii Only included when purchased quarterly or annually.
iii On-site hourly rate beyond any included hours.

 

sections

  supply
  consultation
  design & selection
>> support
  eCare
  post-installation
  knowledgebase