Support Level Agreements

There are four measurable administration support service levels in place to help support you and your use of the Vocal range of services. The levels provide documented and agreed initial response timescales for actions to be completed. Services include Import / Export Facilities, Annual System Test; incorporating full Audit, System Training, Service Support, Service Incidents and Maintenance Reports plus much more.

Any functions or activities outside of your chosen Support Level Agreement are charged as detailed within the Support Level Agreement Tariff and are payable under the terms of your system Support Level Agreement. Where an action is not within contracted level the basic charge per item will be invoiced as per our terms and conditions.

Basic

Basic maintenance level of support. All additional service functions chargeable as per Support Level Agreement tariff.

Standard

Standard level of support with most functions incorporated.

Corporate

Highest level of support reflects the need of major clients and includes out of hours support and annual test.

Corporate Plus

As Corporate level but with additional data imports.

Clients with our Corporate and Corporate Plus Service Levels benefit from full audit reports, system performance and staff response reports; measuring the performance of your system and your plans.

For more information please feel free to contact us.