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