Support

ADEW provide support in following manner. Please note that ADEW is a single freelance developer, ADEW have no staff outside of that, but can get other people to cover during holidays etc., if agreed in writing beforehand.

Critical Support
Provided once support is ‘live’ and receiving regular visitors. If an error is identified which may result is lost sales, ADEW shall endeavor to fix as quickly as possible. Customer must be aware that it takes time for sites to settle down, and that some errors are to be expected whilst it does settle down.

Day to Day Support
Minor errors that do not critically affect site shall be fixed with in a few days, normally.

Changes to Specification
A change to the specification shall be regarded as new work, and may be charged for separately.  A client change to specification shall not be regarded as a bug.

Definition of ‘Bugs’ and ‘Errors’
‘Bugs’, ‘Errors’, or similar terms, shall be defined as problems with the site where incorrect data is displayed. A change to functionality shall not be regarded as a ‘Bug’ or ‘Error’ or similar term. Equally, a customers misunderstanding of functionality shall not be regarded as a ‘Bug’ or ‘Error’ or similar term but a change to specification.

Out of business hours support
Out of business hours support is not provided unless agreed in advanced.

Holidays
ADEW shall provide advance warning of holidays. Issues must be sent through well in advance of that, little support can be provided whilst on holiday.  Cover for holidays can be provided, if agreed at the start of the project.  If not, support will not be available during holiday times.  ADEW typically take 4 weeks holiday a year.