Next to development and maintenance we offer fixed price support to guarantee flawless and continued operation of your solution. When your system is live, we won’t rush to the next great client but we can support it as long as required!
We have various levels of support. Each level is based on a key user on the client side and full functional and technical knowledge at our end.
In all cases of support we have the possibility to channel your calls through a Call Management System where we monitor, track, prioritize and delegate calls to the appropriate person(s). Bronze, Silver, Gold and Platinum support will be offered fixed price, depending on the size and number of installations of your system.
Bronze support
This level is to safeguard your investment in case of a knowledge drain: either your key users leave or our technical persons are not available. System knowledge is captured by us and we guarantee we have two technical consultants knowing your system and able to support you during migrations or installations. If one leaves, we take it up to train a new person on the job.
Silver support
Silver support is intended for Business Critical office applications or less critical systems which run around the clock. In addition to Bronze support we have a SLA in which we offer 2nd level support and guarantee a response time of 4 hours for any questions or problems with your systems and we offer corrective maintenance free of charge. Although we can’t guarantee we resolve your problem within 4 hours, in most cases problems are found early and a workaround implemented to continue production. A permanent fix can then be scheduled with minimal downtime. We offer this service for a fixed price.
Gold support
Gold support is primarily intended for business critical applications which run world wide or around the clock in an industrial environment. This builds upon silver support but adds 24 x 6 also with a 2 hour response time. This offer is also fixed price.
Platinum support
Platinum support is tailor made support, adapted for your specific situation. Support at this level normally includes configurations where Infinitech will host your test system and will implement your application in a "Software as a Service" plan including managed hosting and proactive monitoring and optionally adding first level support.