SUPPORT PACKAGES

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

Our Packages

 

The Silver level support package is our starter level of support. It includes access to our online help resource and 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.


Features and Benefits

Features

     SILVER             GOLD          PLATINUM

Initial Response Time

1 Working Day      4 Hours             1 Hour

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

                                     ✓

Cost (% of purchase price)

        15%                  20%                  25%

Minimum Cost

      £1,500             £3,000             £6,000

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 the customer requires.