Support & SLA
Four weeks of email support is included with standard installations and configured GX10 systems.
Included support
Every standard £750 installation and the advertised ready-to-use GX10 package includes four weeks of email support following handover.
Support days: Monday–Friday
Target initial response: within one business day
Contact: hello@digitalpoint.co.uk
What included support covers
Included support is intended to help with questions or issues relating to the DigitalPoint-installed configuration and initial handover. It is not a managed IT service or continuous monitoring service.
Response target
The one-business-day target is a response target, not a guaranteed resolution time. Resolution depends on the nature of the issue, customer availability, hardware condition and any relevant third-party software or model.
Customer control
DigitalPoint does not retain ongoing access to customer machines. If diagnosis requires temporary access, this will only take place with customer authorisation.
Outside the included scope
General IT administration, backup management, malware removal, customer network problems, unrelated software, subsequent customer modifications and third-party outages are outside the standard included support unless specifically agreed.
Ongoing support
Paid ongoing support is available on request and can be scoped according to the customer's environment and requirements.