1. Annual Support Contract (Bespoke Systems)

This agreement is normally applied to bespoke software systems written by GRH, and is part of GRH's long-term commitment to it's clients. We recommend this arrangement for the first year at least.

The service includes hot-line telephone and email support, bug-fixes and on-site visits if required. Direct dial-in support is also included if facilities are made available by the client. Instant access to the client’s PC can allow much speedier resolution of any problem.

Target response times are specified, and GRH is obligated to ensure that cover is provided in times of absence by the primary consultant. This can sometimes mean arrangements with freelance colleagues, including briefing / de-briefing sessions. The client's system is kept live on the GRH server.  Support fees are based on usage each month at our lower rate (£67.50 per hour), with a retainer (£540) at the beginning of the support year. 

2. Monthly Support

This arrangement is suitable for a company that wishes to spread the expected cost of support and system modifications over a full year, perhaps for budgetary purposes. A set amount of hours (2, 4 or 8) are billed each month at a reduced rate (£67.50) and paid by standing order. GRH undertakes work as and when required, and allocates the charges against the accumulating budget. 50% of unused time at the year-end can be carried forward to the following six months. Similar obligations to the Annual Support Contract are applicable, such as response times and absence cover.

3. Ad Hoc Support

Support is provided on an ad-hoc basis based on an hourly rate. This is a very flexible agreement, but does incur the higher GRH rate (currently £85 per hour) and a minimum charge of 2 hours for each Support Item. This arrangement is applied to non-GRH systems and to ad hoc consultancy work. It can also be suitable to GRH systems if they are non-mission critical (i.e. do not require fast response times).

Disclaimer

GRH can in no way be held responsible for any loss caused directly or indirectly by the services provided under any of the agreements above.