Summary
The Solution Operations team oversee the management of the electronic bundle and have office coverage throughout the day as well as at varying times over the weekend.
We've outlined both the weekday and weekend support hours, alongside the scope of support available at a weekend which is reduced by default, with the possibility to arrange additional coverage on an ad hoc basis.
Weekday Support
Our weekday support hours are set out in the table below and are derived from the support region determined in your proposal. Our offices are closed outside of these hours and any requests received whilst closed will be picked up once that regional office re-opens.
Any work completed during our standard in-office hours will be billable at the standard rates and all work undertaken during our out-of-office support hours, will incur additional charges as outlined in the proposal.
If a task is sent in close proximity to or during our out-of-office support hours, we would need confirmation to proceed at the increased out-of-office rates, otherwise your request will be processed when our standard in-office support hours resume.
Office Hours
| Duration | In-Office | Out-of-Office |
|---|---|---|
| Monday to Friday | 08:00-18:00 | 18:00-20:00 |
| Saturday* (UK) | NA | 09:00-17:00** |
| Sunday* (UK) | NA | 11:00-19:00** |
Weekend Support
Standard weekend support is available as per the Office Hours table above (UK time only**) and is designed for small urgent uploads relating to around 20 documents and any user access related issues. If the work required falls outside of this scope, additional resources would need to be arranged in advance.
Additional resources required during the weekend coverage hours, would need to be arranged with the Solution Operations team as early as possible and at least by 12:00pm Thursday (UK) in the week preceding the requested weekend. This is so we can assess availability within the team alongside our pre-existing support commitments, and unfortunately we cannot guarantee we can accommodate all requests as we have to prioritise sitting matters, but will always do our best to assist wherever possible.
Booking fees would be applicable for any additional support in line with the table below, as well as the relevant fee for actioning any requests, chargeable at the increased out-of-office rates.
Booking Fees
| Coverage | One Team Member | Additional Team Members |
|---|---|---|
| Half day (Up to 4 hours) | £500.00 | £200.00 (per person) |
| Full day (4-8 hours) | £1,000.00 | £400.00 (per person) |
**Weekend support hours include a 60 minute break