Support & Maintenance Packages
Support and maintenance that aligns to the complexity and size of your environments.
Available Packages
A range of support & maintenance packages are offered by Apporetum to support organisation’s of any size. These offerings are paid additions to the standard online documentation offered and the limited email support available to all Apporetum Customers with current Apporetum subscription.
Standard Business Service
$195/hour
Request Support Quota2 Business Day Response
10am - 4pm Availability
Online Documentation
Email Channel
Phone Channel
Dedicated Support Manager
Maintenance Upgrades
High Priority Service
$330/hour
Request Support QuotaNext Business Day Response
8am - 6pm Availability
Online Documentation
Training & Webinars
Email Channel
Phone Channel
Dedicated Support Manager
Maintenance Upgrades
Business Critical Service
Let's Talk
Schedule Chat Quota4 Hour Response
7am - 7pm Availability
Email Channel
Phone Channel
Online Documentation
Private Training & Webinars
Dedicated Support Manager
Maintenance
All plans can be purchased on demand with a minimum purchase of 8 hours and require two business days to start engagement. Prices are displayed in AUD, excluding GST. Prices and conditions are subject to change without notice. Support hours are consumed in 30-minute increments, with a minimum of one hour per support ticket. All timeframes are subject to Australian Business Days/Hours unless specified otherwise. Contact us for more details or for formalised long-term arrangements.
Understanding Service Levels
The information below is designed to assist you in understanding which service level you require. Specific service levels and KPI will be negotiated with customers on a case by case basis.
EnquireStandard Business Service
The Standard Service level covers non-critical systems or services that do not directly impact core business operations. While these services are important, their temporary unavailability generally will not lead to significant business disruption.
- Timely support: Reasonable response times during business hours.
- Basic monitoring: Monitoring to identify major issues, but not as proactive as higher levels.
- Shared support resources: Support shared across multiple services, with priority given to higher tiers.
- Performance objectives: Performance targets are defined, but with more flexibility than higher tiers.
High Priority Service
The High-Priority Service level addresses critical systems that are essential for business operations but may not carry the same immediate impact as Business Critical Service. These services still require high availability and prompt attention to incidents.
- High uptime: Aiming for a very high level of availability, but with slightly more flexibility than Business Critical Service.
- Responsive support: Quick response times during business hours, and reasonably prompt response during off-hours.
- Regular monitoring: Regular monitoring and proactive measures to ensure performance.
- Performance guarantees: Specific performance targets.
Business Critical Service
The Business Critical Service is the top tier of the SLA and applies to mission-critical systems, services, or applications that are fundamental to the core operations and success of the business. Any disruption or downtime to these services can have severe financial, operational, or reputation consequences.
- Rapid response times: Quick response and resolution times to incidents or issues.
- Extremely high uptime: Aiming for near 100% availability, with minimal downtime allowance.
- Continuous monitoring: Real-time monitoring and proactive measures to prevent potential problems.
- Dedicated support: Specialized and prioritized support team available 24/7.
- Strict performance guarantees: Stringent performance metrics.
Support Services
As part of our support services, we prioritise addressing issues, resolving problems, and providing technical assistance to ensure Apporetum operates smoothly and meets Customer expectations. We are dedicated to addressing customer issues in a timely and effective manner. Our resources are prioritised to ensure that production environments receive the support they need. Apporetum Support Service can be provided by the Apporetum Support Engineers, the Apporetum software development team, or a combination of both.
Bug Fixing
Addressing and resolving software defects or errors encountered by our customers.
Troubleshooting
Assisting customers in identifying and resolving issues they encounter while using Apporetum.
Technical Assistance
Offering guidance and support to users on how to use Apporetum efficiently.
Customer Assistance
Delivering responsive and helpful customer service to address queries and concerns.
Updates and Patches
Providing regular updates, patches and security fixes to improve software performance and address vulnerabilities.
Platform Upgrade
Offering guidance and support to users on how to use Apporetum efficiently.
Maintenance Services
Apporetum, we are committed to delivering the highest level of service to our customers. As part of our maintenance services, we prioritise keeping your Apporetum installations up-to-date with the latest version available. Our expert software maintenance team works diligently to manage version updates, ensuring that your software remains current and optimised for performance. As we release new versions, we meticulously plan and execute version upgrades, enabling you to benefit from the most recent enhancements, bug fixes, and cutting-edge features.
Version Monitoring & Analysis
Our team continuously monitors the evolution of our software, analysing each new version’s benefits, fixes, and enhancements. This allows us to determine which updates are relevant and valuable for your specific environment.
Proactive Communication
When a new version is ready for release, we promptly inform you of its availability. Our proactive communication ensures that you are aware of the latest developments and the benefits they bring to your software experience.
Smooth Upgrade Process
We understand that software upgrades can be daunting, which is why our skilled support team provides seamless upgrade assistance. From initial planning to execution and post-upgrade support, we guide you through the process to ensure a smooth transition to the latest version.
Configuration Assistance
We understand that sometimes getting this working is more important than their performance. Our team monitor and detect issues with performance and offer solutions to minimise costs of your infrastructure.
Security Enhancements
Our commitment to your security means that we prioritise incorporating the latest security patches and measures into each new version. Upgrading to the most current version helps protect your valuable data and systems from potential threats.
Performance Optimisation
New versions often come with performance optimisations and efficiency improvements. By staying up-to-date with the latest version, you benefit from a software system that runs at its best.
** All Prices Are Displayed In Australian Dollar (AUD) and are ex GST