Support Contracts

Freetimers offers a number of Support Contract types to cater to each specific client's needs and budgetary constraints. Generally speaking, prices are bespoke to each client depending upon the amount of support being used, the speed of response required, the mission criticality of your site, the complexity of your site, and the level of priority of the issue. We currently have a few contract types:

Basic Support
As it says on the tin, our most basic package, helping you with issues, but without a Service Level Agreement (SLA), so we use our reasonable endeavours to get to your request as soon as possible, but after any competing requests from clients covered by the other contract types.

Maintenance Retainer
For code not developed by Freetimers, we can still provide you with support. Usually, this is by way of a retainer, to begin with until we are happy we know your website well enough for Basic or Standard Support.

Standard Support
The first support level with an SLA, with requests receiving priority over Basic Support or those without a support contract.

Rapid Support
The second level of support with an SLA, with faster response time and priority over Basic and Standard.

Priority Support
One of the top level of support, with priority over other contract levels, and where your site is highly mission-critical. It's all hands to the pumps time!

Enterprise Support
For clients with multiple websites and complex eCommerce or business management systems. We're effectively a part of your team!

Contracts can be paid monthly in advance or annually with a discount. Clients with multiple sites receive discounted rates for each additional site covered.

If you are interested in finding out more about our support service or wish to upgrade to a higher level, don't hesitate to contact us, either by emailing support@freetimers.com or by telephoning us on our Support line, 01604 633585.