Support Summary

Customer Login

Meridian is dedicated to provide it's customers a high standard of support for systems either in development or in production.

Service Level Agreements (SLA)

A formal agreement with our customers that ensures Meridian provides gauranteed levels of reposnse and maintains the infrastructure and reources necessary to meet the agreed service levels.  For details go to Service Level Agreement

Online Support System

Meridians web based support system enables customers to record and track all requests online.

Modification and Enhancement Service

Once a solution is in production, any changes to the software and system are handled by our modification and enhancement service normally as part of a service level agreement. 

For small changes we usually charge on a time and materials basis.  Otherwise we can give a fixed price quote or offer time and materials but with an estimated total.  Our hourly rate is discounted by 25% for any additional services provided under an SLA.

One approach that often suits our customers for larger enhancments is to give a fixed quote to analyse and specify the required changes/improvements and as part of that to give a more accurate fixed price quote for implementing these enhancments.  This often results in less overall cost to our clients since less contingency provision needs to be added to the fixed price quote.

The methodology for analyis and design and system changes are covered in more detail in Services.