Q:chi Support : Out-of-Hours Support
Q:chi provide Out-of-Hours and Emergency support based around a monthly retainer (non-refundable) which purchases "Support Standby" with a small amount of Support time included.
This standby cover is then coupled either to a Q:chi Out-of-Hours (OoH) tokenPak or a contracted Service Level Agreement specific to individual Customers.
| Product Title | Details | Cost |
| OoH Support Standby | Out-of-Hours Telephone Standby, 4 hours response, inclusive of 2 hrs support (non-refundable, per month) | £ 800 |
| OoH Support Advanced Standby | Out-of-Hours Telephone Standby, 1 hour response, inclusive of 2 hrs support (non-refundable, per month) | £ 1200 |
The Q:chi OoH tokenPak provides a convenient and flexible approach to acquiring outside Working Hours technical support for small and small/medium businesses who don't wish to enter into a Support contract with fixed terms. Resource time is used in individual 15 minute units (0.25 hours):
Key features:
- Q:chi OoH tokenPAK(s) can be used for all types of remote Support, on-site Support * and Development **
- Q:chi OoH tokenPAK(s) can equate to a 12% discount from our standard hourly rates for on-site attended Support * and development **
- Unused tokens do not expire
An authorised Purchase Order is sufficient for immediate activation of a Q:chi tokenPAK.
| Product Title | Tokens | Usage | Cost |
| tokenPak50 OoH | 50 * 0.25 hrs | Flexible e-Mail, Telephone and Web-based support during "out-of-hours". | £ 1,500 |
| tokenPak75 OoH | 75 * 0.25 hrs | Flexible e-Mail, Telephone and Web-based support during "out-of-hours" * includes on-site support. | £ 2,250 |
| tokenPak150 OoH | 150 * 0.25 hrs | Web, Email, Telephone and on-site support during "out-of-hours" ** includes on-site and development support. | £ 4,500 |
Additional out-of-hours support time can then be added/topped-up at anytime with OoH tokenPaks.
Out-of-Hours (OoH) SLA:
Q:chi OoH Service Level Agreement summary:
We define "Out-of-Hours" as : Monday to Friday : 1800 - 0900; Weekends and statutory and public holidays in England and Wales : 24 hours per day
- Response time: 4 working hours (Standard); 1 working hour (Advanced);
- Fix terms: best endeavours
- Standby and Support provided outside of "Working Hours" : Monday to Sunday, 1800 - 0900 GMT/BST
- Including statutory and public holidays in England and Wales