All Magic Square Systems software and internet products are technically supported. We provide hosting on our secure dedicated servers that are located in Data Centres in the UK. We also provide Azure Cloud based solutions. One of our specialisms is system integration and we provide devlopment and support services to a whole spectrum of financial, industrial, retail, academic and managment information systems. We offer two options of Annual Technical Support for our applications that includes:

Basic Hosting

1. Operating environment monitoring
2. Application monitoring
3. Application issues and error fixes

- a. fixing anything that arises that causes the application to crash, report an error or create operational instability.
- b. remedial reworking of erroneous code that will not result in any change to application flow or logic elsewhere in the system.
- c. relabelling of static text or replacement of images that are not accessible via CMS.

4. Client (Customer) access to Support App
5. Consultancy - meetings (actual and virtual) for process and system development scoping and discussion

MSS Service Level Agreement (SLA)

Key points to the SLA:

a. Includes Basic Hosting (See Above)
b. Banked development Hours - clarification on accruals and carry over - monthly hours can be accrued but not carried over unless by mutual agreement - MSS would report on 'banked hours' and alert about possibility of the carry over policy
c. clarification of cost saving per hour if committing to an SLA and paying in advance - our premium development/support hourly costs are:

- i. 0 - 2 hours = £120 per hour
- ii. 2+ - 4 hours = £115 per hour
- iii. 4+ - 8 hours = £110 per hour
- iv. 8+ - 16 hours = £95 per hour
- v. 16+ = £85 per hour

d. Refer to c. by having a SLA any development and/or support cost will be at £85 per hour

NOTES:

- All costs are subject to VAT
- Prices as of 1/1/2021

e. Priority response times
f. SLA Categories:

- i. Custom - subject to agreed costs
- ii. Platinum - £15K + VAT
- iii. Gold - £10K + VAT
- iv. Silver - £5K + VAT
- v. Bronze - £2.5K + VAT

The above Categories vary in terms relating to priority response time, banked support and development hours.