The Helpdesk is just a front end to a number of teams and departments who work to process and resolve requests. Within each team there are generally three levels of experience; Level 1, Level 2 and Level 3, often referred to as L1, L2 and L3. Whilst L1 staff are able to triage and resolve simple recurring issues, L2 are required for the more complex requests, and L3 are the experts with experience in one or more teams.
The cost for each of these varies depending on the type of support agreement you have. In most cases you will have a fixed price agreement inclusive of a set number of HelpDesk requests and in this case you pay the same no matter what, with the only exception being deliberate, malicious or matters beyond our control.
Customers without fixed price agreements are still welcome to use the Helpdesk on a pay-as-you-go basis, and the rates for this are currently:
Help Desk Charges - Prepay
| Service | Charge/hr | Fixed Charge | SLA | Description |
| First Line Support | £15.00 | £60.00 | ALL | Basic Support, Troubleshooting, Maintenance, Configuration and Setup. |
| Second Line Support | £22.00 | £150.00 | ALL | More Complex Support and Troubleshooting, Maintenance and Remote Support |
| Third Line Support | £80.00 | £350.00 | 10,11,12 | Advanced Support, Coding, Maintenance, Emergency and Remote Support |
Help Desk Charges - Invoice
| Service | Charge/hr | Fixed Charge | SLA | Description |
| First Line Support | £18.00 | £65.00 | ALL | Basic Support, Troubleshooting, Maintenance, Configuration and Setup. |
| Second Line Support | £25.00 | £180.00 | ALL | More Complex Support and Troubleshooting, Maintenance and Remote Support |
| Third Line Support | £85.00 | £390.00 | 10,11,12 | Advanced Support, Coding, Maintenance, Emergency and Remote Support |
Software Development and Coding
| Service | Charge/hr | Description |
| Development PHP | £36.40 | Software Development and Coding |
| Development ASP | £34.60 | Software Development in ASP.net |
| Development .NET | £36.00 | Software Development in .net Framework or .net core |
| Development Javascript/NodeJS | £28.20 | Development with Javascript and NodeJS |
| Development C++ & Swift | £29.32 | Development in C++ Embedded, Objective C and Swift (Apple) |
Consultation
| Service | Charge | Description |
| Tele/Video Conferencing | £175.20 | Consultancy via Telephone or Video Conference |
| Consultancy Hourly on Site | £295.00 + Travel | On Site Consultancy for Level 3 or above |
| Consultancy Day on Site | £945.00 | On Site Consultancy for Level 3 or above |
Emergency/Priority Support (out of contract)
| Service | Charge / Hour | Description |
| 09:00 - 17:00 Standard | £145.20 + Travel + Parts | Emergency Response out of contract |
| 17:00 - 09:00 Extended | £295.00 + Travel + Parts | Emergency Response out of contract |
Service Level Agreements
A Service Level Agreement (or SLA) defines the level of response we provide for the term of a Support or Outsourcing Agreement but do not affect the rates except for credits that are applied should we fail to meet our SLA Commitments. These credit conditions and amounts are detailed in your SLA Agreement.
Adjustments
Whilst these charges are calculated annually in advance there are situations where the rates will change mid-term inline with market trends. Price changes will only effect services going forward and are not retrospectively applied. Contract customers will not find changes within the term of their Agreements. E&OE.
Depending on the Service Level and Support/Outsourcing Agreement you may
have with us then some if not all of these changes are included. If your unsure then please contact your account manager for clarification. Rates quoted are base rates and in many cases discounts are applied for institutional status, longevity and new business.
Every request made via the HelpDesk incurs a charge, these charges are negated if the issue is our fault and if the issue is included in either a service level agreement, fixed price service or within the scope of the services purchased. Our teams do not know what support agreements you have so they will undertake the work regardless and you are responsible for accepting the changes if they fall outside of an agreement. This is covered in the Framework Agreement which you agreed to during sign-up to the HelpDesk.
