Setting Expectations – What you need vs what you can expect.

We’re well aware that when it comes to your business there’s nothing more important (excluding family of course!). So when problems arise and urgent requirements bubble up you need support fast. One of the best ways of securing the right level of support is through a maintenance or retained agreement. ¬†An agreement will allow us to secure resource based on your needs and budget. Without such an agreement in place managing expectation is important to us both.

So assuming support is on an ad-hoc basis (i.e. no agreement between us) then we will do what we can to support you within a reasonable amount of time. We will endeavour to reply within 1 business day, and provide an estimation on when we can action your request. In reality most urgent issues / requests are dealt with within 24 to 48 hours.

Unfortunately without any agreement in place we can not guarantee support. Please contact us if you need priority support or have any questions.

Matt Whiteman

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