service plans

As standard we offer our silver support package. If you trade longer hours and require longer support hours we can offer the gold or platinum support. Speak to your account manager if you would like to upgrade your package. Speak to your solutions manager about our support packages.

SERVICE PLANS	SILVER	GOLD	PLATINUM
Response Time	8 hours	4 hours	1 hour
Choice of ways to get in touch to suit you – phone, customer support portal, email	✔	✔	✔
Fast response – your call will usually be answered in less than 10 seconds	✔	✔	✔
All Technicians fully Certified to Professional standard, with broad system & infrastructure expertise	✔	✔	✔
​Your call dealt with by an experienced 2nd or 3rd line Technician first time – you don’t need to go through a long list of options or repeat your issue to several people	✔	✔	✔
​Full parts & labour cover for all systems, handsets and proprietary equipment for TTG services	✔	✔	✔
​Trackable ticketing system so you know at any time the progress of your ticket provides total transparency	✔	✔	✔
​Remote / background system diagnostics for proactive service	✔	✔	✔
​Free access to the “TTG Training Room” for professional training videos	​✔	​✔	✔
​Free access to the “TTG Knowledge Base” for technical info	✔	✔	✔
​Priority Response	​✘	​✘	✔
​Agreed maintenance windows for upgrades	​​✘	​✘	✔
​FREE person-to-person on-site or remote refresher training once a quarter	​✘	​✘	✔
​Changes to configurations	Free for 1st ​ 30 days	​Free for 1st ​30 days	Free for 1st 30 days. ​1hr per month inc.

BESPOKE SERVICE PLANS CAN BE CREATED ON REQUEST

​Notes: BH – UK Bank (Public) Holidays. Times stated are GMT – UK time 
What is a response? The time in which an experienced Technician starts to actively work on the issue, NOT the time at which the ticket is logged 
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Changes to configurations: Minor changes are free for the first 30 days post go-live.  Change requests thereafter are chargeable (depending on work involved) with a minimum charge of £49.00. See further information on our “Addworks” (Additional Works) policy at: https://www.technology-group.com/addworks.html
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OUT OF HOURS SERVICE PLANS

​The Technology Group provides 7am to 7pm service cover as standard (cloud hosted systems only) during weekdays and has 2 additional upgrade plans which are priced on a lower cost retained basis, with a small charge per call for issues outside of Standard hours. The cost per call structure is designed to discourage routine and therefore all but the most urgent calls in unsociable hours where engineers are on call or we are operating at a lower capacity out of hours service.

OUT OF HOURS SERVICE PLAN	STANDARD	7 DAYS	24/7
Operating Hours	7 x 7 x 5 Mon - Fri (ex BH) ​07:00-19:00	7 x 7 x 7 Mon - Sun (ex BH) ​07:00 - 19:00	24 x 7 365 days per year ​00:00 - 23:59

​Bespoke 'Out of Hours' service plans can be created on request. 

Need tech support?

Contact us:

email

support@technology-group.com
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phone

0345 450 6999

support portal

www.ttgsupport.com​