Support & Maintenance
What we do
Support & maintenance contracts.
At Control Software Solutions, we understand the importance of keeping your systems running smoothly. Our Support & Maintenance Contracts provide flexible options for ongoing assistance, tailored to meet your needs. Whether you need regular support or occasional troubleshooting, we’ve got you covered.
Tiered Support Contracts
Our Annual or Monthly Support Contracts are designed to offer clients the flexibility to choose the level of support they need. Each tier includes a set number of support hours that can be used for debugging, design, general queries, and system maintenance.
Support contract tiers.
Basic Tier (10 hours/month or 100 hours/year)
- Ideal for small businesses or those with fewer system requirements.
- Includes troubleshooting, minor system updates, and assistance with non-urgent queries.
- Guaranteed response time: 48 hours for non-urgent requests.
Advanced Tier (20 hours/month or 200 hours/year)
- Suitable for businesses requiring more proactive support.
- Includes everything in the Basic Tier plus priority support for system design changes, optimisation, and more.
- Guaranteed response time: 24 hours for non-urgent requests, priority for urgent matters.
Premium Tier (hours/month or 400 hours/year)
- Comprehensive support for businesses with critical systems requiring constant uptime.
- Includes all Basic and Advanced Tier benefits, with faster turnaround times and strategic consultation.
- Guaranteed response time: 12 hours for all requests, priority support for urgent issues.
- Additional benefits: Monthly system health checks, proactive optimisation recommendations, and priority booking for on-site visits.
Rollover policy
We understand that your support needs can vary from month to month, which is why we offer a flexible rollover policy for unused hours:
- Capped Rollover: Unused hours can roll over into the next period but are capped at 1.5 times the monthly allocation (e.g., a plan with 10 hours/month can roll over up to 15 hours).
- Expiration Period: Rollover hours must be used within three months; any hours older than this will expire.
One-off support
For clients who don’t require an ongoing support contract, we offer One-Off Support Services. These are perfect for those occasional needs like debugging, design consultation, or answering technical questions.
- Flexible Support Hours: Purchase support on-demand, with no long-term commitment required.
- Hourly Rate: Charged at a competitive hourly rate for quick troubleshooting, one-time design work, or answering specific questions.
- Response Time: Dependent on availability, typically within 2-3 business days.
How it works
- Booking Support: Simply reach out via email or phone to request support. You can purchase support hours upfront or on an as-needed basis.
- Scope of Support: Whether you need us to troubleshoot a complex issue, consult on system design, or offer guidance on best practices, we’re here to help.
- Reporting and Transparency: We track all hours used and provide clear reports, so you know exactly how your support hours are spent.
Why choose our support contracts?
Predictable costs
Expert support
Priority access
Flexible solutions
Case Studies
Recent projects we’ve worked on.
Every project we undertake is as unique as the clients we work with. Each one comes with its own set of requirements, challenges, and opportunities, allowing us to create tailored solutions that deliver exceptional results. Below, you’ll find case studies showcasing how we’ve approached these diverse scenarios and brought our clients’ visions to life.
Talk to us
Let's bring your vision to life.
Let us help you take your software to the next level.
01457 740025
info@controlsoftwaresolutions.com
Request a callback.
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Telephone
01457 740025
info@controlsoftwaresolutions.com
Address
Saddleworth Business Centre,
Huddersfield Road,
Delph, Saddleworth,
Greater Manchester,
OL3 5DF