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SUPPORT PACKAGES

Squire Technologies provides a range of post-sales support packages to meet client requirements and budgets.

Our Packages

silver support package

 The Silver level support package is our starter level of support. It includes access to our tier 1 (help desk) email and telephone support during UK office hours.

gold support package

The Gold package adds several enhancements. Most importantly it provides a hands-on approach from the support team who will, where necessary, log in remotely to the client’s systems to assist with troubleshooting.

platinum support package

Platinum support is our highest-level support package with the fastest response times. It provides an emergency service to assist customers who encounter a critical service-affecting issue outside of UK working hours.

Enhanced Support – mPaaS
Managed Platform as a Service

Squire Technologies’ mPaaS offering allows clients to lease core network products on a monthly basis. The managed part of the offering ensures that our network specialists will install and commission products directly into a client’s network and then seamlessly provide ongoing support.

MPAAS 2

Features and Benefits

Features

     SILVER             GOLD          PLATINUM         mPaaS

Initial Response Time

1 Working Day      4 Hours             1 Hour              NA

Online Help Resource

      ✓             ✓              ✓            ✓

Email Support – Tier 1 *

      ✓             ✓              ✓            ✓

Phone Support – Tier 1 *

      ✓             ✓              ✓            ✓

Extend Hardware Warranty option: 12 & 24 months subject to availability **

      ✓             ✓              ✓            ✓

Access to Software Upgrades

                     ✓              ✓            ✓

Multi-year contract duration option: 24 months and 36 months

                     ✓              ✓            ✓

Pre-arranged access to a Product Engineer ***

                     ✓              ✓            ✓

24/7 Support ****

                                     ✓            ✓

Access to Case Management Portal

                                     ✓            ✓

Inclusive Managed Software Upgrades

                                                   ✓

Scheduled Configuration Changes

                                                   ✓

Regular Security/Healthcheck

                                                   ✓

System KPI Monitoring

                                                   ✓

Monthly Maintenance

                                                   ✓

Custom Reports

                                                   ✓

Cost (% of purchase price)

        15%                  20%                  25%            POA

Minimum Cost

      £1,500             £3,000             £6,000         POA

NA – Not applicable  |  POA – Price on application

Customers must be under a live/valid Support Package to benefit from any or all of the above.


Support is available during UK office hours, Monday to Friday and excludes UK Public holidays: Phone support – Tier 1 (9:00am – 5:30pm) GMT, Email support – Tier 1 (9.00am – 5:30pm) GMT 

*Hardware Warranty Terms and Conditions Apply.

*** A minimum of 48 hours’ notice for pre-arranged access to an Engineer is required, and the time of this, will also need to be in line with your existing support arrangements.

**** For Critical Service Affecting Issues only

Hardware Warranty

All products purchased from Squire Technologies Ltd are supplied with 12 months free hardware warranty. 

Extended Hardware Warranty

To extend the hardware warranty for 12 months is 15% of the purchase price of the unit, this includes the Silver Support package. Hardware warranties can be extended to a maximum of 2 years. 

Software Warranty

Warranty cover for software is provided under the Squire Technologies Software Support packages. Software warranties can be renewed annually for as long as the customer requires.