Our Packages

The silver level support package is our starter level of support. It includes access to our tier 1 (help desk) email and telephone support during UK office hours.

The Gold package adds several enhancements. Most importantly it provides a hands on approach from the support team who will, where necessary, login remotely to clients systems to assist with troubleshooting.

Platinum support is our highest level support package with the fastest response times. It provides an emergency service to assist customers who encounter a critical service affecting issue outside of UK working hours.

Enhanced Support - mPaaS
Managed Platform as a Service

Squire Technologies mPaaS offering allows clients to lease core network products on a monthly basis. The managed part of the offering ensures that our network specialists will install and commission products directly into a client’s network and then seamlessly provide ongoing support.

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Features and Benefits

Features	SILVER GOLD PLATINUM mPaaS
Initial Response Time	1 Working Day 4 Hours 1 Hour NA*
Online Help Resource	✓ ✓ ✓ ✓
Email Support - Tier 1*	✓ ✓ ✓ ✓
Phone Support - Tier 1*	✓ ✓ ✓ ✓
Extend Hardware Warranty option: 12 & 24 months subject to availability **	✓ ✓ ✓ ✓
Access to Software Upgrades	✓ ✓ ✓ ✓
Multi year contract duration option: 24 months and 36 months	✓ ✓ ✓
20% discount on Feature Requests	✓ ✓ ✓
Pre-arranged access to Product Engineer	✓ ✓ ✓
24/7 Support	✓ ✓
Inclusive Managed Software Upgrades	✓ ✓
Access to Case Management Portal	✓ ✓
Scheduled Configuration Changes	✓
Regular Security/Healthcheck	✓
System KPI Monitoring	✓
Monthly Maintenance	✓
Custom Reports	✓
Cost (% of purchase price)	15% 20% 25% POA*
Minimum Cost	£1,500 £3,000 £6,000 POA*

*NA - Not applicable | *POA - Price on application

Customers must be under a live/valid Support Package to benefit from any or all of the above.

* Support is available UK office hours, Monday to Friday and excludes UK Public holidays: Phone support - Tier 1 (9:00am - 5:30pm) GMT, Email support - Tier 1 (9.00am - 5:30pm) GMT

** Hardware Warranty Terms and Conditions Apply.

Hardware Warranty

All products purchased from Squire Technologies Ltd are supplied with 12 months free hardware warranty.

Extended Hardware Warranty

To extend the hardware warranty for 12 months is 15% of purchase price of unit, this includes the Silver Support package. Hardware warranties can be extended to a maximum of 2 years.

Software Warranty

Warranty cover for software is provided under the Squire Technologies Software Support packages. Software warranties can be renewed annually for as long as customer requires.

Let's talk

+44-1305 757314

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64 High West Street, Dorchester
Dorset, DT1 1XA
United Kingdom

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SUPPORT PACKAGES

Squire Technologies provides a range of post-sales support packages to meet client requirements and budget.