For a full list of our terms and conditions, please contact us.
You can raise a support request by filling in our online support form. You are welcome to call us, however in all instances we require the issue to be logged in our help desk. Please ensure you include a clear subject line, message, and any additional information (screenshots, URL's etc.), so that we can assist as efficiently and quickly as possible.
A support request is not:
For new work requests, please email firstname.lastname@example.org or call us on 01793 677150.
If you have an active retainer with us, then we will aim to acknowledge your request within 24 hours it will be placed into our support queue, however that doesn't guarantee a fix inside of that time, but we always endeavour to try to resolve any issues within 2 business days. If the support request is deemed as a new piece of work, then this will be scheduled in accordingly.
Contract based support agreements between GEL Studios and your business, with service level agreements tailored to your specific business needs. If you are interested in an ongoing support agreement, please contact us.
Pieces of work that are not working from the original spec/agreed on extra pieces of work. These pieces of work are non-billable items. However, there are exemptions to this, such as:
Examples of this type of support are (but not limited to):
Where possible, we will strive to action ASAP, however if this cannot be achieved, the work will be scheduled in at an appropriate time, based upon the priority of your issue.
There are exceptions to paid support these will be assessed individually and may/may not be deemed billable at our discretion. Exceptions are:
For any work carried out via support, we will invoice you at the beginning of each calendar month, with every support issue raised with our support desk from the previous calendar month, broken down into a minimum of 15 minute intervals, billed at our base support rate of 75 GBP per hour +VAT. If an issue is logged as critical, the rate of 150 GBP per hour +VAT will come into effect - this is due to our immediate action ensuring your issue will be investigated within 30 minutes.
You will be billed automatically when your support request has been completed, and a comment of time spent, will be included in your closed ticket.
Details of costs incurred will be available at the next billing interval with a full breakdown, or upon request. Pieces of work that are deemed as exceptions (detailed below) will still be included, however shown at a zero rate of billing.
Hours reserved for support, not for any other activities.
Monday to Friday 9am - 5pm excluding bank holidays.
Time spent listening, reading, liaising, communicating, consulting, debating, training or aiding an issue which is considered a malfunction of existing functionality or adjustments of related media, data or content.
Work required to ensure that your current services continue to operate at a usable level; this may include work to increase system scope for greater amounts of content or traffic.
Work required to keep your current services running on the latest long-term stable releases of the platforms used by your system. This may include security updates, patches and new functionality for current accepted standards of telecommunication and / or protocols, either for technological requirements or services from third parties which integrate with your project's functionality from a service level or compliance standpoint.
New work is discussing, planning or building functionality which doesn't currently exist, or was not previously agreed to be delivered.