Pugpig Enhanced Support Packs
Beyond our standard SLA, we have two additional options for extended support.
Extended business hours Support Pack
This pack provides for support over extended office hours (08.00 - 20.00 UK time) and a faster initial response time of 30 minutes
Once support work begins, time is tracked as normal and taken against your support bucket
24/7 Critical Support Pack
With this pack, critical support requests (i.e. only where your service is severely affected) will be responded to at any time of the day or night, 7 days a week, with an initial response time of 30 minutes.
For all support calls, you will continue to use the firstname.lastname@example.org email to log all issues regardless of the time.
Out of business hours, you will also have a Slack channel and a phone number to ring to ensure that your ticket is dealt with.
Once support work begins, time is tracked as normal and taken against your support bucket. All out of business hours calls carry a minimum support time of 2 hours. Support work conducted out of business hours is counted at double rate.