Additional Training support
Access to the retained training plan, a dedicated channel between 0800 and 1800 to contact the GOSS Support desk for "How do I?" queries
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 |
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Workflows (BPMN) |
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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* |
* - Request fulfilment time is subject to co-operation with any requests for additional information/guidance from a GOSS Support Technician
