Support Packages

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Our team work with all of our customers to find the best solution to your needs. From the choice of hardware and software that’s perfect for your business to installation, training and ongoing support of your solution or system with the right Service Level Agreements.

We employ a specialist team of sales and technical engineers as well as experienced onsite support technicians based in our North West office to provide that extra level of service when you need it most. Let our team install, train your staff and maintain it, helping you get more from your software, giving you complete peace of mind at all times.

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Customer Care

We have a full-time, technical support team based in the North West of England delivering a national service providing help, support and advice between 9.00 am to 5.00pm, each weekday. Incidents can also be reported out of office hours using the contact form on our website or by leaving a message on our overnight service. We will also be in regular contact to discuss your experience of using your Platinum software and provide you with updates in the form of emailed newsletters ensure you are always getting the best from your Platinum software.

Technical Expertise

When addressing an incident, the support team utilise remote desktop support technology to access your PC, only with your permission, to identify and troubleshoot reported problems. Members of our support are able to provide an extremely high level of technical product knowledge to help not only solve your support requests, but are also available to help you get even more from your hardware and software.

Platinum Support Agreements

The name given to the support packages offered to all Platinum software customers tailored to your budget and your needs.

What is a Platinum Enterprise support agreement?

Each agreement contains details of the customers’ designated support level agreement (SLA).

Before you purchase a new system, the extent of your Platinum Enterprise SLA will be documented within your quotation and there are 4 support options Bronze, Silver(our most popular) and Gold for software only.

Does the SLA cover both Software and hardware?

The SLA covers in the main software, but hardware cover is available on request. Multi-Cover available for larger sites requiring both software and hardware support.

1 Bronze Care

Hotline support only, involving quick fixes via email, telephone or remote support.

*25% discount on all server moves.

2 Silver Care

Standard support package for most companies adds to Bronze Care upgrades. Includes online training plus Hardware and Software.

*50% discount on all server moves.

3 Gold Care

Standard support package for most companies adds to Bronze Care upgrades. Includes online training plus Hardware and Software.

*All Server moves included

4 Multi Cover

All the benefits of Silver Care support plus Platinum hardware cover for all terminals Including:

Fire Monitor Panels
Biometric Access Control Readers
RFID Access Control Readers

Clocking terminals:

Biometric (Face, Finger and Hand Recognition)
RFID Terminals
12 Month Warranty on all faulty terminals*

*Any faulty terminals reported after the 12 month warranty period will either be repaired on site or a replacement will be sent whilst on faulty one is returned to our workshop to repair.

5 Important Infomation

Support is not compulsory but is strongly recommended to all of our customers for complete peace of mind and the smooth running of your software system.

All solutions will include a 12 month software support agreement and manufacturers hardware warranty, Upon purchasing a system with Addtime you will receive a detailed SLA document through the post and agreement, which we ask you to sign, so it can be recorded on our CRM system ensuring you receive the right level of support. Towards the end of the first 12 month period, you will be sent an invoice for the following year’s support agreement.

Should you wish to cancel for any reason you must cancel at least 90 days before said renewal date.

Hardware Support – For extra peace of mind why not protect all your hardware after warranty (ask about our Multi Cover support packages)

*unless otherwise stated on support contract

Request a Demo

Whether you’re a small to medium enterprise with a handful of staff, or a multi-site organisation with hundreds of workers, Platinum software now in 3 versions ( Junior, Premium and Enterprise) has the right solution to help your business save, streamline and simplify your business processes.

Contact our sales team for a FREE consultation or better still why not Book a Demo and see the power and capabilities of our market-leading software.

Request Demo

Guy Hayton

10:58 27 May 22

Based in Liverpool City Centre, coming out of the pandemic I needed to find a company that could service and maintain our physical clockcard machines. We have used them for years, but our previous service company was no longer interested and wanted to sell us a fancy "biometric computer system". I just wanted the clock card machines to work! So enter Addtime and Peter - professional, courteous and onsite within 36 hours! Great service and now Addtime will be my new service provider. Cheers

Marcin Czerniawski

11:41 21 Mar 22

Northern Diver International has been working with AddTime for over a decade now.We were always impressed with company responsiveness to support requests and deep knowledge about the Time Management Systems.Our current software and terminal came to end of life and Northern Diver Intl was in need of upgrading it’s software and terminal.The company we chose for this project was AddTime Support. We worked with Mr Tim Groves – Sales and Business Development Manager and Mr Matt Downing lead engineer on this project.AddTime understood company needs and helped scope the project. Mr Tim Groves visited our site and discussed the system. New TMS was presented to us and all options discussed. Thanks to Mr Tim Groves pro active approach company decided to invest in AddTime latest bio metric technology. This offered business lots of flexibility and improved system processes. We found product and Addtime offering competitively priced.Thanks to new software and hardware company managed to enhance and improve its reporting and payroll processing times. Accuracy of reporting improved and time saving was achieved.Software and hardware installation was coordinated with Mr Matt Downing who impressed business with his knowledge and experience with the system. In 1 week system was fully operational. Mr Downing was great to work with and addressed all enquiries in a timely manner.Northern Diver Intl Ltd is really happy with choosing AddTime for this project.Addtime is very efficient with responding to all our enquiries and helps with improving company processes.Marcin Czerniawski | Financial ControllerNorthern Diver Intl Ltd

Matthew Nunns

11:10 21 Jul 21

Had the pleasure of working with the Addtime team to assist with implementation of a new clocking system for a mutual customer. The team were fantastic and we had no complaints from anyone involved, the system is now up and running with a raft of features that the customer didnt have before.

Horace Spooner

15:24 19 Jul 21

I contacted Peter from Addtime regarding a new clocking on machine for the lads in the works.Peter offered me some great impartial advice as to which clocking on machine was best suited for our company.After placing the order for the particular model we wanted Peter advised me of the lead time and installation date.Peter arrived with his co worker on the advised installation date as agreed and installed the new clocking on machine.I was very impressed with the service received, everything went to plan as advised by Peter and I have to say what a professional outfit this company is Peter did a great Job and was very tidy, no mess left to clean up a credit to the Company.Peter took the time to go through all the various scenarios regarding the use of the clocking on machine and answered all my queries to a very high professional standard.I was uncertain of a specifc operation regarding the clocking on machine so decided to telephone Peter, who went above and beyond to explain in great detail and a lot of patience of what I needed to do.Addtime are certainly a great company and I would have no hesitation in recommending them.

Allan Smith

10:29 25 Jun 21

Great product and the support is fantastic

Simon Birchall

12:47 14 Aug 19

Worked with this company for 20+ years. Specialists in time management systems...

Mark Roach

15:56 20 Jun 19

We have recently migrated from a manual clock card system to the Addtime Platinum Enterprise workforce management software.I would highly recommend the product and rate highly the team at Addtime and their professionalism, throughout the process of selling us the benefits of the solution, to assisting in design and implementation of it.M RoachFinance DirectorGeorge Roberts (North West) Ltd

GARY BARKER

16:08 19 Jun 19

I have had dealings with Tim at Add-Time for just over a year now and he is a pleasure to deal with and always goes out of his way to accommodate our needs. I cannot speak highly enough and would 100% recommend this company.