Application Support

Even if we didn’t build it, we’ll make sure it carries on working for you. We have three levels of application support that vary based on the amount of availability needed. Silex can provide full platform support on a 24/7/365 basis, with guaranteed response times.

Feature

Basic

Standard

Advanced

London Hours Support (9am-5.30pm)

Additional London hours support included per month

2

4

6

Critical Issue Support

24 x 7 x 365*

24 x 7 x 365*

24 x 7 x 365*

Out of hours support included per month

none

1

3

Guaranteed Response Times

Email Support

Incident and Problem Management

Defined Escalation Path

Proactive Problem Management

Monthly Reporting Pack

Open Forum for User Issues

Access to Ticketing System

System Heartbeat Monitoring

OS level support

Apache Support

MySQL Support

PHP Application Support

Software Update Notifications

* including bank holidays