As standard, the installation and configuration work that Atomwide undertakes is covered by a one-year warranty against defects and errors. Rectification of any such problems will normally be carried out by telephone support or remote management, but an on-site visit will be made if these options prove ineffective and the issue is mission-critical. In all cases, this service will be limited to working hours of 10am to 6pm, Monday to Friday (excluding public holidays).

For issues beyond the remit of Atomwide’s standard cover, ad-hoc phone support and remote management services are available at an hourly rate, while site visits can normally be arranged at a daily rate. Alternatively, upgraded service levels are available as annual contracts; prices are dependent on the size of the installation to be covered, so please contact us for further details.

Bronze Service, which typically includes:

• Working hours support regarding the recovery of systems to their original states in the event of a failure, subject to the hardware being operational.

• Advice and limited assistance with minor changes to the configuration of systems.

Silver Service, which typically includes:

• 24 x 7 support regarding the recovery of systems to their original states in the event of a failure, subject to the hardware being operational. This includes best endeavours to make a free site visit (during working hours) if problems are experienced with recovery.

• Working hours support regarding the development and management of systems.

• Three days of free consultancy per year, during which system health-checks, bulk user management and any other accumulated tasks will be performed.

Gold Service, which typically includes:

• Full systems management, using remote access during working hours for non-critical issues, or 24 x 7 access for mission-critical issues. If this is impractical, free site visits will be provided during working hours for non-critical issues, or between 7am and 11pm, seven days a week for mission-critical issues.

• Working hours support regarding the on-going development of systems.

• Three days of free consultancy per year.

• Proactive monitoring of systems, and pre-emptive installation of approved software updates that are freely available or purchased by the customer.

• Generation and maintenance of a document listing Frequently Asked Questions and their answers.

• Co-ordination of warranty claims.

Platinum Service, which extends all aspects of cover to 24 hours per day, seven days a week.