Support
Incutio provide extensive pro-active and re-active support to clients. Our support is broken down into multiple tiers over different sets of products and services and support agreements are bespoke to a client's needs.
Support is on a per-client basis and usually on a fixed-monthly-fee basis. Support contracts are bespoke and aim to provide flexibility to both parties based on the types of support request.
Fabric Support
This is on a per-installation basis and will cover resolution of all bugs, upgrades to the latest features and minor changes to some functionality should this be required. Fabric Support contracts start at half-a-day per month of retained time.
Sales-on-Rails Support
Clearly e-commerce environments need to function 24-hours per day. Sales-on-Rails is run as a hosting solution to ensure that the continued uptime of your E-Commerce site is our responsibility. Incutio can put into place a variety of support arrangements from very basic system updates through to 24/7 incident response.
Bespoke Software Support
We develop a lot of bespoke applications for an extremely wide variety of customers. The majority of our customers take out a support contract under which we maintain, backup, and resolve any issues.
Hosting Support on thinkwebhosting.com
We monitor and manage our services 24 hours a day, 7 days a week every single day of the year from multiple locations, several times per minute and are notified via SMS, Paging, email and automated voice-calls of any issues that occur on our infrastructure.
Additionally, our upstream providers also monitor all services at least once per minute and provide our team with additional cover and reassurance.
We do not provide out-of-hours calls for these services because we don't need too. If a failure occurs our support teams will immediately begin working on the issue and resolve it in the fastest possible time. If you do have an error that is specific to your site, you should email our support team.
Reactive out-of-hours response is available to all customers; however, the costs of putting this into place can be prohibitive to smaller businesses and are often unnecessary.