BEST packages
These competitively-priced packages provide a ‘best endeavours response’ to meet your emergency Application support needs.
BEST-One package
This package provides on-demand, insurance-type support cover which is there immediately, as and when you need it. Like most insurance cover it is spread over a 12 month period during which you have minimum support (remote and on-site) to cover you for emergencies.
BEST-Plus package
This package is designed for organisations that need ongoing Application support, maintenance and development cover. It incorporates the insurance-type support benefits of the BEST Package above, but in addition you are purchasing up-front development/maintenance time that can be called upon as and when required - ideal for companies with changing business requirements.
Customers who require guaranteed response via a Service Level Agreement (SLA) contract should consider our REACT packages.
SBS’s comprehensive Application support packages incorporate a wide range of technologies.
BEST support framework
| Support Package | Minimum Support | Minimum Top-up | Carry-over | Contract |
|---|---|---|---|---|
| BEST-One | 5 Hrs Remote + 1 day On-site* | 5 Hrs Remote or 1 day On-site | No | Auto Renewal |
| BEST-Plus | 5 Hrs Remote + 1 day On-site* | 5 Hrs Remote or 1 day On-site | No | Rolling |
| 60 Hrs Maintenance/Development | Top-up to minimum level | 2 years max |
Contract terms: All Support Contracts run for a minimum term of 12 months. Contracts for BEST-One are automatically renewed at the end of each term (30 day notice period required for termination). Contracts for BEST-Plus remain in force as long as required with maintenance/development time carried over for a maximum term of 2 years (oldest allocation of maintenance/support used first and 90 days notice period required for termination). (*On-demand, Insurance-type support cannot be carried over into a successive year. A new minimum allocation of support will be allocated and billed on each anniversary of support providing the contract has not been terminated by the client).