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Break/Fix Support
Peace of mind for your Symphony-powered website.
Service Level Agreement
Break/Fix support is about ensuring your site stays online. This service goes beyond just keeping the core system working; we will work with you to identify aspects of the site that are considered critical paths (i.e. a user being able to navigate from the home page to a contact page and then make a submission via a web form). We will monitor and support them alongside your Symphony build.
Active Monitoring
This service also brings industry-leading monitoring systems to bear on your site. We check all aspects of your site on a regular basis, from five separate monitoring systems, alerting the team directly in the event of a failure or slow-down in services. Once a week, our team will also manually comb through the site to make sure everything stays healthy.
Tier 1£400/Month |
Tier 2£600/Month |
Tier 3£800/Month |
Tier 4£1,000/Month |
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|---|---|---|---|---|
| Enquire | Enquire | Enquire | Enquire | |
CoverageBased on business hours in London. |
Working hours | Working hours | 24/7 | 24/7 |
Response TimeGuaranteed response under the SLA. |
2 hours | 1 hour | 30 minutes | 15 minutes |
Resolution timeThe targeted issue resolution time. |
4 hours | 2 hours | 1 hour | 30 minutes |
24/7 monitoringAutomated server monitoring from multiple geographically disperse stations. |
Yes | Yes | Yes | Yes |
Manual reviewSystem health check from a Symphony technician once a week. |
Yes | Yes | Yes | Yes |
Symphony upgradesCovers all versions within a major point release cycle. |
- | Yes | Yes | Yes |
Extension upgradesCovers all official and accredited extensions within a major point release cycle. |
- | - | Yes | Yes |
Hosting SupportExtends the coverage of the support to include other software stack within your hosting environment. |
- | - | - | Yes |