Plans

Updated:

As we've grown we've improved our processes to better support an increasing number of clients who require the high standards we take pride in delivering. 

Whilst any existing client can request ad-hoc support at our reduced hourly rate, we also offer pre-paid packages for  clients who want a technical team 'on call' when they need them, or to proactively look after the technology that runs their site. The pre-paid nature of our packages allows us to offer further savings and response time guarantees representing best value for clients whose website forms a key part of their business. 

The benefits of all our pre-pay packages are : 

  • Fixed, easy to budget annual cost
  • No delay to support while costs are approved
  • Additional savings on hourly rate
  • Your staff can request support without need to seek approval
  • Peace of mind that we'll be here when you need us

See our plans below. 

Support for Administration Staff

  Ad - Hoc Email Only Tel & Email Tel & Email+ Bespoke
Office hours support  tick.jpg  tick.jpg  tick.jpg  tick.jpg  tick.jpg
Guaranteed response : < 1 working day  tick.jpg tick.jpg tick.jpg tick.jpg  tick.jpg
Email / on-line help  tick.jpg  tick.jpg tick.jpg  tick.jpg  tick.jpg
Average response time : < 3 hrs tick.jpg  tick.jpg tick.jpg  tick.jpg  tick.jpg
1 to 1 telephone support if required tick.jpg    tick.jpg tick.jpg  tick.jpg
Guaranteed call back : < 1 working day      tick.jpg  tick.jpg  tick.jpg
Average response time : < 1 hrs     tick.jpg  tick.jpg  tick.jpg
Guaranteed call back : < 1 working hour        tick.jpg tick.jpg 
Out of hours support         tick.jpg 
Max hours of support per user per year n/a   3 10  Neg 
           

* Please note : support prices are priced per named person, per annum.
Packages may be transferred between staff by arrangement.
Time is logged per 15mins.
Ad-Hoc support time is logged per 15mins after the initial hour.

 

Support for your Content Management System

  Ad-Hoc Reactive Proactive Proactive + Bespoke
Monthly critical security upgrades tick.jpg  tick.jpg  tick.jpg  tick.jpg  tick.jpg
Guaranteed response : < 1 working days tick.jpg   tick.jpg  tick.jpg tick.jpg tick.jpg
6 monthly status review     tick.jpg  tick.jpg  tick.jpg tick.jpg
Proactive Quarterly Performance Upgrades   (Request)    tick.jpg  tick.jpg  tick.jpg
Quarterly Status Review      tick.jpg  tick.jpg  tick.jpg
Guaranteed response : < 3 working hours        tick.jpg  tick.jpg
Proactive Monthly Performance Upgrades   (Request)       tick.jpg  tick.jpg
Out of hours support           tick.jpg
Major Version Upgrades         tick.jpg
Max hours of work per year    20  40   Neg
           

* Note : The Max Hours limit is only used where there is a repeated or unexpectedly high occurrence of user requests required in which case we will of course give you good warning.  

Carlisle

Hydrant Ltd 2a Market Street Carlisle, Cumbria CA3 8QJ

Oxfordshire

Hydrant Ltd Unit 1 Langston Priory Kingham OX7 6UP

London

Hydrant Ltd 12 Burleigh Street Covent Garden London WC2E 7PX