Creative Sharepoint currently offer varying levels of support depending on the project size and requirement. We handle both time and materials through to full support for your applications. All our support options follow a set of services levels and response times against priority.
Support Packages
Our packages offer affordable, pre-defined support that can help give your people more time to concentrate on optimising your technology solutions.
These packages are based on extensive customer research and reflect the feedback given to us about customer support needs.
Platinum Support Package
12 month full Support package agreement includes:
- FREE Sharepoint Health check
- 10 Incidents per month
- During normal working hours
- Not rolling month by month
- 24 Days of consultancy and development days per annum
- Not rolling beyond 12 months
- 5 Days per annum Build and Learn Sessions
Gold Support Package
12 month full Support package agreement includes:
- FREE Sharepoint Health check
- 7 Incidents per month
- During normal working hours
- Not rolling month by month
- 12 Days of development support per annum
- Not rolling beyond 12 months
Silver Support Package
12 month full Support package agreement includes:
- FREE Sharepoint Health check
- 5 Incidents per month
- During normal working hours
- Not rolling month by month
- 6 Days of development support per annum
- Not rolling beyond 12 months
NB: Our support SLA covers all issues and response times, and are dependent on the severity of the call. Also out of working hours support is available at extra cost.
Our Support Services
| Proactive | Reactive Problem Resolution | Incident Management |
|---|---|---|
| Prescriptive advice and support recommendations | Business hours support (UK 9-5pm Mon-Fri, others regional specific) | Phone-based priority access to support |
| Guidance on design, development and deployment of Sharepoint solutions | Prioritised response times based on issue severity and impact to business | Account analysis review and reporting |
| Facilitation by phone-based technical professionals | Case monitoring and problem escalation management | Proactive information distribution |
| Support usage ranges from and includes 'full site down fix' to 'how do I?' user advice and guidance. | ||
Time & Materials
We understand that due to budget constraints and for further flexibility it isn't always cost effective to sign up for a long term contract. Therefore we also offer a Time and Materials (T&M) approach for all support packages and services.
Our team will work with you to structure a T&M package where all work is logged on your dedicated support site for instant reporting and activity tracking.
Sharepoint Health Checks
Our Sharepoint Health Checks are carried out as a service or as part of any support package in order to ensure that our team is fully aware of your environment and infrastructure.
Consultants provide a detailed report that highlights issues with your systems around farm, patching, logs, performance, and backups.
We always provide recommendations for any issues or concerns raised and, most importantly, we guide you through all of the output so it's clear for you and your team to make informed decisions moving onwards.
