358 Garswood Road, Garswood, Ashton-in-Makerfield
01942 272061

Support Packages

Software Support Packages

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.

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