Managed support packages

Flexible and scalable support

Our support package promises

Choose a package that is right for you

We’ve designed 3 packages that provide you with flexibility and the option to move across the packages as your business needs change.

3 month rolling contract

Minimum of 1 day per month
Flexi
  • Direct access to Technical Leads
  • Day to day access to support team
  • Access to Support Desk
  • Quarterly service reviews
  • Dedicated account manager

6 month rolling contract

Minimum of 2 days per month
Flexi Plus
  • All features listed under Flexi
  • Regular system health checks
  • Third party licensing renewals
  • Technology upgrades
  • System monitoring
Popular

12 month rolling contract

Minimum of 4 days per month
Complete
  • All features listed under Flexi Plus
  • Access to virtual leadership package
  • Digital transformation strategy
  • Design thinking
  • Rapid prototyping

Want to discuss our Managed Support packages?

To find out more about pricing and specific details, get in contact with us today. We’d be delighted to discuss how we can help.

Providing you with flexible & scalable technical support

Who do you call when a bug appears in your systems?

How sure can you be that your software is ready for what the future throws at you?

At Software Solved we pride ourselves on our customer care. That’s why our support packages are popular with organisations who are looking for additional IT and development resource to safeguard their systems. Meaning you’re ready for when things do go wrong and braced for what the future might throw at you.

We understand that nobody wants to waste money on support that isn’t used. That’s why one of our promises is that your allocated time will always be used. We will proactively work to ensure your system is maintained to the optimum level.

Want to find out more about our Managed Support? Find the answers in our Managed Support FAQ’s.

Managed Support packages from Software Solved provides you with flexible and scalable resource to maintain, enhance and evolve your software systems. With over 20 years experience working with some of the most recognisable brands across a range of industries, we know the exact formula for keeping your systems functioning and providing the support for your business to flourish.

Flexible

Choose from a 3, 6 or 12 month rolling contract.

Scalable

Choose the number of days support you need month by month.

Expertise

Access additional expertise that compliments your current skill set.

Proactive

We will help you identify priority tasks to ensure that your systems are performing as well as they can.

Value For Money

We will ALWAYS deliver the hours that you have committed to within a month and ensure that they are used in a way that provides the most benefit to you.

Looking Ahead

We will provide advice based not only on your current position but also looking ahead to future proof your organisation.

Flexi
Flexi Plus
Complete
Service
Day to day access to support team
Quarterly service reviews to identify areas to add value
Account Management
Understand goals
Understand technology roadmap
Identify areas to add value
Support Desk
Access via phone
Access via ticketing system (JIRA)
SLAs
– Major 1 hour
– Intermediate 4 hours
– Minor 8 hours
Support & Hygiene Plan
Covering:
– Regular health checks
– Technology upgrades
– SSL/TLS certificates
– Third party licensing renewals
– Release schedules
– System monitoring
Technology Leadership
– Access experts to unlock opportunities through technologies
– Outline and understand business goals, drivers and needs
– Advise, plan and roadmap a strategy for your digital transformation
– Design thinking
– Rapid prototyping

Optional managed hosting is available for all managed support packages, pricing details are available on request.

Want to discuss our Managed Support packages?

To find out more about pricing and specific details, get in contact with us today. We’d be delighted to discuss how we can help.

Managed Support Packages FAQ's

We use our ticket management system, JIRA to monitor and manage your SLA’s to ensure we are always across any issues you raise in a timely manner. A monthly report is also shared with you which provides an overview of performance against your agreed SLA’s. 

The level of reporting is dependant on the package you are on. All levels are provided with:

  • Support tickets
  • Prioritised ticket backlog
  • Monthly SLA report
  • Monthly Ticket Overview report
  • Quarterly Service Review report

 

We can usually upgrade your support package or increase he size of your team with 2 weeks’ notice. If you are mid-month then we will start the upgrade from the beginning of the following month.

You will have 2 options:

  • Option 1: Agreement with the support team that the ticket can be rolled forward into the pre-paid time in the next contracted month.
  • Option 2: You will have the option to purchase extra days (minimum of 1), that you can utilise within a month to complete work on a ticket or as a block of time for a specific project that needs focus.

We will ensure that we communicate with you regularly and will alert you when you are getting within 25% of your allotted time within a contracted month. That way you can decide which of the options suits you the best.

We respond to major issues with the utmost urgency. We understand that system down events can cause disruption to your business, so we have a Major Incident Process that initially targets getting your system up and running before focussing on the root cause analysis of the issue.

If a major issue is raised, it will jump to the head of the priority queue and we will endeavour to resolve the issue as quickly as possible.

We have a dedicated page where you can find more information on our system health checks.

We agree with you through our regular calls the best dates and schedules for releases. As part of ticket management within JIRA you can also view target releases for each ticket.

With the complete package you can gain access to a wider range of our teams’ experts. As part of the technical road mapping for your systems we can agree a schedule of when best to utilise these skills within the team. You can also raise changes to this plan or make ad-hoc requests via your account manager at any time.

Typically, technology improvements are made tactically adding in features and components as an organisation requires them.  The downside of this approach is often any step change in technology required to meet a new modern objective such as a new level of customer experience or a leaner cost level is made difficult by the proliferation of data and technologies tactically added in over time.  A digital technology roadmap is a strategic plan that enables long term business objectives.  Any company wishing to interact with customers through multiple channels, reducing the cost to serve and gaining a customer centric view of their data can do so more easily if they have implemented and digital transformation roadmap.

Design Thinking is a 5-stage iterative process in which we seek to understand the user and their requirements by challenging assumptions and redefining problems, in an attempt to identify alternative better strategies and solutions.  When used to design technology solutions it leads to products and systems that might not be instantly apparent with our initial level of understanding. Design Thinking revolves around a deep interest in developing an understanding of the people for whom we’re designing the products or services. It is a way of thinking and working as well as a collection of hands-on methods.

We utilise the rapid prototyping approach and methodology for investigating and proving new ideas, areas or modules of your system or possible even new systems altogether with you.

This approach takes an iterative approach where we would raise an initial spike ticket, agree a set of high-level requirements and begin building to test out the ideas whilst gaining regular feedback and demos.

At that stage if we agree that the prototype is going to have value and long-term benefits to your application then we can discuss its inclusion within your technical roadmap.

Speak to the support manager or account manager to discuss these ideas and include them within your technical roadmap.

Want to chat?

We’d love to discuss your challenges and opportunities with you. Drop us a message and we’ll get back to you shortly.

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