Support

Make sure your digital services are always available by having the right ongoing technical support.

Any digital development project shouldn't be considered "finished" after it's launched. And if you've invested in a transformational digital project it's essential to make sure your services don’t deteriorate once it goes live.

Thinking about the lifetime of your website, its performance and continual improvement, will mean you provide a better service and save money in the long run.

Making sure you have the right technical support is key to this managed approach. Our support services are a cost-effective way of accessing our technical team who can resolve any issues and help enhance your services when needed.

We offer different levels of support - starting with a core package where you can select a number of add-ons to make sure your critical services are fully supported and always available.

Our core support package includes:

  • Online and telephone access to our service desk
  • Stand-by support team to deal with incidents
  • Stand-by support team to complete service improvement requests to your agreed Service Level Agreement (SLA).
  • On boarding of new releases and release management

Benefits of ongoing support

  • Make sure digital services are always performing at their best
  • Our existing code repository means updates can be done quickly
  • We have infrastructure to replicate issues and test fixes to minimise risk to your services.

Extra service options

Monitoring

We can monitor the performance and availability of your digital services so our support teams can actively respond to live incidents. We offer a range of options so you can tailor the level of monitoring depending on the importance of each service. Our extra monitoring levels are:

  • Page level availability
  • Infrastructure availability
  • Application availability
  • Platform availability

Service level management

A Service Level Manager is dedicated to making sure your website is performing at its best. As well as proactive monitoring we can also provide improvements to make sure your website is fulfilling business needs. The SLM package can include:

  • Regular service review meetings
  • Monthly reporting
  • Proactive service monitoring and improvements
  • Customer specific plans