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Support comparison

Compare our technical support packages to help you select the option to suit your authority

  • Diagnostics Package

  • Assisted Support Package - One & eSuite

  • Customised Support Package

Trouble-shooting and problem identification, and performance assurance.
Pre-paid support services for One and eSuite, covering major technical changes up to a fixed number of service requests.
Additional pre-paid service requests covering fully defined service delivery plan tailored to a defined SLA (fixed price servicing).
Order Code
Diagnostics Package ORADS
Assisted Support Package - One & eSuite OTASS
Customised Support Package OTAMS
GSX CoCo compliant secure remote access connection
Diagnostics Package
Assisted Support Package - One & eSuite
Customised Support Package
Incident investigation
Diagnostics Package
Assisted Support Package - One & eSuite
Customised Support Package
Where attributed to technical configuration
Standard/low risk change assistance or execution
Diagnostics Package4 changes
Assisted Support Package - One & eSuite16 changes
Customised Support PackageUnlimited
e.g. rebuilding/ recompiling invalid objects
Major/medium or high risk change assistance or execution
Diagnostics PackageOption (Min ½ day)
Assisted Support Package - One & eSuite4 days
Customised Support Packageagreed days
e.g. version upgrades, server upgrades, technology refreshes
Critical changes executed out of hours or on a Saturday
Diagnostics Package
Assisted Support Package - One & eSuite1 of bundle major changes
Customised Support Packageagreed days
Annual support plan
Diagnostics Package
Assisted Support Package - One & eSuite
Customised Support Package
Priority technical incident management
Diagnostics Package
Assisted Support Package - One & eSuite
Customised Support Package
Live availability monitoring support for extra environments
Diagnostics Package
Assisted Support Package - One & eSuite
Customised Support Package
Technical review conferences
Diagnostics Package
Assisted Support Package - One & eSuite
Customised Support Package

Annual support plan

Discount pre-paid standard change service requests
Diagnostics Package25%
Assisted Support Package - One & eSuite50%
Customised Support Package50%
A minimum of 4 requests
Discount pre-paid major change service requests
Diagnostics Package0%
Assisted Support Package - One & eSuite50%
Customised Support Package50%
A minimum of 4 requests
Discount Special Deployment packs
Diagnostics Package0%
Assisted Support Package - One & eSuite30%
Customised Support Package50%
For new projects / modules