- Services
- Support Packages
- Online Help
- Guides
Overview
Squire Technologies provides a range of post-sales support packages to meet client requirements and budget.
Support Service Packages
Silver
Silver level support package is our starter level of support. It includes access to the online help resource and tier 1 (help desk) email and telephone support during UK office hours.
Platinum
Platinum support is our highest level support package with the fastest response times. Added to the Gold package is an emergency service to assist customers who encounter a critical service affecting issue outside of UK working hours. Where software upgrades are deemed necessary, Platinum customers can benefit from Squire’s managed upgrade process and this can be arranged outside UK office hours in cases where a specific maintenance window is required by the customer. Platinum customers also benefit from access to a case portal where the status of trouble tickets can be checked remotely.
Gold
The Gold level package adds several enhancements to the Silver level support package. Most importantly, the Gold package provides more of a hands on approach from the support team who will, where necessary, logon remotely to clients systems to assist with troubleshooting. Pre-arranged access to a product engineer for online working is also available. This is especially useful where several involved parties are required to work online together at a pre-arranged time. Access to software upgrades is included allowing clients to keep their software current and benefit from Squire’s ongoing product development and enhancement activities.
Post Sale Support Packages
| Features | Silver | Gold | Platinum |
|---|---|---|---|
| Online Help Resource |  |
|
|
| Extend Hardware Warranty option:12month & 24month Subject to availability,**Terms and Conditions | |
|
|
| Email Support - Tier 1* | |
|
|
| Phone Support - Tier 1* | |
|
|
| 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 | |
||
| Initial Response Time | 1 working day | 4 hours | 1 hour |
| Min. Contract Duration | 12 months | 12 months | 12 months |
| Cost (% of purchase price) | 15% | 20% | 25% |
| Min. Cost | £1,500 | £3000 | £6000 |
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 -->
Squire Protection Plan
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.
Support Statement
-
Product Security Policy
-
Warranty and Software License Agreement