Depending on the Service Level and Support/Outsourcing Agreement you may have with us then some if not all of these changes are included. If your unsure then please contact your account manager for clarification. Rates quoted are base rates and in many cases discounts are applied for institutional status, longevity and new business. The HelpDesk is the primary channel for all Support Operations and is usually charged as part of a Support Agreement but the prices below are for those without a Support Agreement or that are out of contract. Support Agreements are usually based on Issues/Year and will have a mix of first, second and third line issues rolled into an inclusive agreement at a reduced cost. Customers can always upgrade from Pre-pay or Invoice to annual Service Agreement and include any outstanding amount. Fixed Rate Service must be agreed prior to commencement and must be set within a Support Agreement for a fixed term. Please see our Definitions for more detail. 

Help Desk Charges - Prepay

Service Charge/hr Fixed Charge SLA Description
First Line Support £15.00 £60.00 ALL Basic Support, Troubleshooting, Maintenance, Configuration and Setup.
Second Line Support £22.00 £150.00 ALL More Complex Support and Troubleshooting, Maintenance and Remote Support
Third Line Support £80.00 £350.00 10,11,12 Advanced Support, Coding, Maintenance, Emergency and Remote Support

Help Desk Charges - Invoice

Service Charge/hr Fixed Charge SLA Description
First Line Support £18.00 £65.00 ALL Basic Support, Troubleshooting, Maintenance, Configuration and Setup.
Second Line Support £25.00 £180.00 ALL More Complex Support and Troubleshooting, Maintenance and Remote Support
Third Line Support £85.00 £390.00 10,11,12 Advanced Support, Coding, Maintenance, Emergency and Remote Support

Software Development and Coding

Service Charge/hr Description
Development PHP £36.40 Software Development and Coding
Development ASP £34.60 Software Development in ASP.net
Development .NET £36.00 Software Development in .net Framework or .net core
Development Javascript/NodeJS £28.20 Development with Javascript and NodeJS
Development C++ & Swift £29.32 Development in C++ Embedded, Objective C and Swift (Apple)

Consultation

Service Charge Description
Tele/Video Conferencing £175.20 Consultancy via Telephone or Video Conference
Consultancy Hourly on Site £295.00 + Travel On Site Consultancy for Level 3 or above
Consultancy Day on Site £945.00 On Site Consultancy for Level 3 or above

 Emergency/Priority Support (out of contract)

Service Charge / Hour Description
09:00 - 17:00 Standard £145.20 + Travel + Parts Emergency Response out of contract
17:00 - 09:00 Extended £295.00 + Travel + Parts Emergency Response out of contract

Service Level Agreements

A Service Level Agreement (or SLA) defines the level of response we provide for the term of a Support or Outsourcing Agreement but do not affect the rates except for credits that are applied should we fail to meet our SLA Commitments. These credit conditions and amounts are detailed in your SLA Agreement. 

Adjustments

Whilst these charges are calculated annually in advance there are situations where the rates will change mid-term inline with market trends. Price changes will only effect services going forward and are not retrospectively applied. Contract customers will not find changes within the term of their Agreements. E&OE.