Support that bends to fit your business, not the other way round.
Agreed hours you can use for support, training or development, backed by clear service levels and a team who know your system inside out.
One agreement. Your hours, used where they matter most.
Every business is different, so our maintenance support contracts are customised around yours.
Your agreement includes a block of agreed hours. Within the agreement, those hours can cover support, training or development, so you're not paying for separate contracts or leaving time unused. One month it might be fixing an urgent issue; the next, a training session for new starters or a small enhancement to a screen your team uses every day.
Hours can be pre-paid, on-site support can be included, and for larger estates we can provide dedicated support resource working alongside your own IT team.
Agreed hours can cover support, training or development within the agreement.
Real people who know your systems, ready when you need them.
Core and extended hours
Core support from 9am to 5pm, Monday to Friday. Pre-arranged cover is available outside core hours if you'd like us on call early mornings, evenings, weekends or bank holidays.
A dedicated Account Manager
A named contact who understands your business, your system and your priorities.
Help desk, email and phone
A dedicated help desk, email address and telephone number for logging issues, plus a customer portal with access to key account information.
Upgrades and migrations
Server upgrades and migrations, including platform version upgrades and moves to new servers or hosting, planned around your business to keep disruption low.
Disaster recovery
Disaster recovery arrangements put in place and maintained, so you know how your system would be restored.
Compliance and change logging
We adhere to all compliances, and every change we make to your systems is logged.
Clear service levels, so you always know where you stand.
SLAs can be tailored to each customer's needs. Our standard SLAs come in three levels.
Priority 1
Priority 2
Priority 3
Response times are measured from receipt of the ticket.
From first conversation to everyday support.
Understand
We learn how your system is set up, how your teams use it and what matters most to you.
Agree
We shape an agreement around you: hours, service levels, cover times and any on-site support.
Support
Log issues through the help desk, email or phone; we respond against your agreed SLAs.
Improve
Use your hours for training and enhancements too, and review priorities with your Account Manager.
Support that feels like part of your team.
At Dennis Eagle, call-by-call support grew into dedicated on-site and remote support for their Avante ERP. Read the story.
Prompt, accommodating, friendly and efficient. My experience with Web Control in dealing with our longstanding issues was of a premium service. I cannot recommend them more.
We had the challenge of moving a number of on premises and cloud servers to a new cloud service provider. This included moving our manufacturing ERP system along with all print and file servers. Web Control have been our I.T Partner for some time now and with them, we constructed an agreed timeline and broad plan. Part of the success of the move, were the relationships we struck with Minesh and the wider Web Control Team. Minesh brought in the right skilled people at the right time. Their application and attention to solving any problem that came up in the plan was excellent. This allowed us to manage the expectations of the business and plan in some of the changes required. The time before the go live was well managed with, regular calls, looking at the showstopper elements, whilst looking for mitigations to any risks. On the day of Go-Live much of the prep work we had done paid dividends and whilst we had a few on day issues, the communication routes we agreed prior to made sure that all elements of the business didn’t stop once. I.T projects are invariably challenging, and this cloud server move was no exception, however the combined planning, excellent communication and positive relations we struck with Web Control made the project work.
Make the most of your agreement.
Training & Knowledge Transfer
Training paced to your team, on-site or remote.
Find out moreDevelopment & Enhancements
Extend and enhance the ERP your business relies on.
Find out moreSystems We Support
Application and platform expertise across established ERP estates.
Find out moreCustomer Support
Help for existing customers.
Find out moreTalk to us about a support agreement
Tell us about your system and how your team uses it, and we'll shape an agreement that fits.