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Support Desk

The real beauty of ongoing software support is having your own expert technical team at hand all the time. We will be thinking ahead to support your software and your business, working closely with you to make sure that the digital side of your business remains innovative and relevant.  Customers can choose from three tiers of support, based on their business needs. Each includes service management, incident handling and triage as standard, for predictable monthly costs.

Infrastructure Management

Hardware and software working perfectly together. Infrastructure management may be the last thing on your mind when you start talking to us about your software project but it is very important. Helastel is different from other software firms – we control and manage the servers that power your hosted software at our data centre. We are completely accountable for keeping things fast, efficient and up-to-date.

Infrastructure Management

BRONZE

Critical

Initial Response

60 minutes

Updates provided

Every day

Target Incident Resolution

2 days

Target Problem Resolution

10 days

High

Initial Response

60 minutes

Updates provided

Every 2 days

Target Incident Resolution

5 days

Target Problem Resolution

Next release

Medium

Initial Response

2 hours

Updates provided

Regular report

Target Incident Resolution

10 days

Target Problem Resolution

Next release

Low

Initial Response

2 hours

Updates provided

Regular report

Target Incident Resolution

No target

Target Problem Resolution

By agreement

SILVER

Critical

Initial Response

30 minutes

Updates provided

Every 2 hours

Target Incident Resolution

1 day

Target Problem Resolution

10 days

High

Initial Response

30 minutes

Updates provided

Every day

Target Incident Resolution

3 days

Target Problem Resolution

20 days

Medium

Initial Response

60 minutes

Updates provided

Regular report

Target Incident Resolution

10 days

Target Problem Resolution

Next release

Low

Initial Response

60 minutes

Updates provided

Regular report

Target Incident Resolution

No target

Target Problem Resolution

By agreement

GOLD

Critical

Initial Response

15 minutes

Updates provided

Every 1 hour

Target Incident Resolution

4 hours

Target Problem Resolution

5 days

High

Initial Response

15 minutes

Updates provided

Every 2 hours

Target Incident Resolution

1 day

Target Problem Resolution

10 days

Medium

Initial Response

30 minutes

Updates provided

Regular report

Target Incident Resolution

5 days

Target Problem Resolution

Next release

Low

Initial Response

30 minutes

Updates provided

Regular report

Target Incident Resolution

10 days

Target Problem Resolution

By agreement

"Helastel has helped us; they’ve supported the software, they’ve suggested changes and the product just keeps getting better and better and better."

Alex Whittingham, Managing Director of BGS

View case study
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