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Remember that to receive support you must have an up to date support contract. Support contracts are per site based. The level of support depends upon the program and the support level required.
We pride ourselves on the high level of our support. Our customers are our most important asset and we don't like letting them down. Most calls that we get are resolved within a couple of minutes. We do ask that wherever possible support is sought during normal office hours. Support is not usually available on weekends and Public Holidays except in extreme emergencies. It is our belief that if you produce good products then the only people that need support are new customers.
Please note that, unless indicated, we will not support Windows-based programs on platforms earlier and including Windows XP SP2.
When dealing with reported support issues we assume that you advise us of the full circumstances and can give exact examples. We will also assume that your Windows operating system is on the latest service packs, that you have appropriate anti-virus software installed and where hardware is involved that you have consulted the original supplier first. We are not a repository for resolving problems due to other third-parties failing to give proper support. Nor are we a solution to a customer failing to maintain an adequate backup system.
Remote Support
You will may be asked to click on these by our support staff when requested.
Click [HERE] for Primary Remote Support. (ISL)
Or [HERE] for Secondary Remote Support. (GTMPC)
Or [HERE] for Tertiary Remote Support. (TV)
1. Platinum level support - price by negotiation and aimed at bespoke projects.
Where a major fault occurs such that a business critical function is not operational and major user inconvenience is being caused then; between 9 a.m. and 5.30 p.m. Monday through Friday then ZiPZAP shall endeavour to respond within four hours; or
Where a fault occurs such that a function is not operational but a workaround is available and is causing significant user inconvenience then; between 9 a.m. and 5.30 p.m. Monday through Friday, then ZiPZAP shall respond within one day; or
Where a fault occurs such that a non-critical function is not operational and is causing an inconvenient problem but is not causing significant user inconvenience then; between 9 a.m. and 5.30 p.m. Monday through Friday, then ZiPZAP shall respond within three working days; or
Where a fault occurs such that a cosmetic or non-urgent problem is being caused, e.g. a field is in the wrong position then; between 9 a.m. and 5.30 p.m. Monday through Friday then ZiPZAP shall respond within five days.
Monday to Friday 9.00am to 5.30pm GMT telephone : [0044] (0)1522-684705 or Fax : [0044] (0)1522-684627
Outside office hours telephone or text : [0044] (0)7803-758658
E-mail : support@zipzap.co.uk
Please do not leave urgent support requests on our office answering machine.
2. Gold level support - £300 per plus VAT per month. Large program support.
Aimed at multi-user up over 10 users running complex non-bespoke programs
Monday to Friday 9.00am to 5.30pm GMT telephone : [0044] (0)1522-684705 or Fax : [0044] (0)1522-684627
E-mail : support@zipzap.co.uk
3. Silver level support - £150.00 plus VAT per month. Medium program support.
Aimed at multi-user sites up to 10 users running non-bespoke programs.
Monday to Friday 9.00am to 5.30pm GMT telephone : [0044] (0)1522-684705 or Fax : [0044] (0)1522-684627
E-mail : support@zipzap.co.uk
4. Bronze level support - £50.00 plus VAT per month. We class this as small program support.
Aimed at small sites with less than 5 users using non-bespoke programs.
Monday to Friday 9.00am to 5.30pm GMT telephone : [0044] (0)1522-684705 or Fax : [0044] (0)1522-684627
E-mail :
support@zipzap.co.uk
5. Outside the cover of these support contracts we will only respond to emails (at our discretion) and one-off calls that are chargable at our standard rates in 1/2 hour units of £50.00 plus VAT per 1/2 hour unit.
E-mail :
support@zipzap.co.uk