Additional Training support

Training Allocation

Monthly Fee

· Minimum 6 month contract

· Unused credits may be transfer to the next month - limited to a one month rollover.

· GOSS will provide advice and guidance as part of this service however cannot guarantee being able to troubleshoot, resolve or fix any issue.

· In the event that a request cannot be answered or resolved by a GOSS Support Technician, any time logged will still be deducted from the client monthly balance.

· This service only covers advice and guidance from a GOSS Support Technician. If a request requires a GOSS developer, time will be stopped and a quote raised for the work with appropriate lead times provided.

2 Hours a Month

£500

4 Hours a Month

£970

6 Hours a Month

£1,440

10 Hours a Month

£2,375

15 Hours a Month

£3,375

Types of Request

Advice

Troubleshooting

Help and Guidance:

Service Requests for advice and guidance rather than a fix to an issue

Usability:

Request to change display or functionality

Examples

User Setup

Website Usability

Customisation Requests

Front-end Website Issues

Template Support

Application Issues

Content and Forms

Workflow

Managing Content of iCM Forms

GOSS iCM

CSS, HTML, Javascript using Inlines

Endpoints

Existing Integrations

Forms

Support with Regex and Validation

Workflows (BPMN)

Service Levels

    Service Request Type   

Response From

Maximum Response Time

Request Fulfillment Time Goal

Advice

Phone answered by qualified individual and details recorded

24 Hours

3 Working Days

Troubleshooting

Ticket assigned to appropriate support agent

24 Hours

5 Working Days*