Aftercare you can rely on
We are unique in that we have a dedicated team of developers and testers who are on hand to make site improvements, updates and fixes for our clients quickly and efficiently.
After your project goes live, any post-project development work is taken on by Mercurytide's Aftercare team. The team will be on-hand to help you make changes & improvements and offer professional advice based on your needs. Aftercare services are offered on an ad-hoc basis, or through a variety of annual Maintenance and Developer Support plans.
Development Support Plans
Annual Development Support plans provide you with dedicated developer time for changes and updates but that time may also be used for fixes if something goes wrong. If you don't use up your included monthly developer time each month, it is simply carried over into the following month, allowing you to have a flexible support balance whilst fixing your monthly costs. We offer Bronze, Silver and Gold plans with varying inclusions:
|Support Plan||Included Developer hours|
|Bronze||None - work is done ad-hoc and invoiced at the Bronze hourly rate|
|Silver||5 hours included + Priority Scheduling +Extras|
|Gold||15 hours included + Priority Scheduling +Extras|
If you would rather not have your development plan hours used for fixes, consider a Maintenance plan instead of a Development Plan. Maintenance Plans cover any unforeseen remedial work for fixes and issue but don't have a limited number of hours like a Development Plan. Fixes are applied by Mercurytide regardless of the time required. Maintenance differs from the Developer Support plans in that it does not cover the addition of new functionality or change requests.
The majority of our clients opt for annual plans, which bring fixed monthly pricing, priority scheduling and other benefits. We have plans to suit all budgets and requirements - if you want to find out more, please get in touch and we'll chat you through the options.
Getting help and raising requests
Mercurytide's ticketing system offers a convenient way to contact our team. The system allows you to see the progress of requests and send messages and instructions to the Aftercare team, whilst easily allowing you to review, approve and comment on any work. Keeping the communication in one place makes everything streamlined and makes sure nothing gets missed on tickets.
About the Aftercare Team
Support Director Martin McLaren runs our Aftercare team, ably supported by his assistant, David Whiteside. Combined, both Martin and David have literally decades of experience in software technical support, troubleshooting and customer service. They're experts in translating tech-speak into plain english and are there at the end of the phone (or mail, or ticket) to help you with anything you need. In Mercurytide they're the dynamic duo; the Batman and Robin of Mercurytide, heroes who have saved the day many a time!
To discuss any Aftercare enquiries with us, including Maintenance or Developer Support plans, get in touch with a member of our team today.