Skip Navigation LinksHome > Products > SSW Custom Support

Select Category: Select Product:
Select Currency :
SSW Custom Support

SSW Custom Support

Customers give us great feedback on our extensive free Knowledge Base however at SSW we do recognize that different customers want different levels of support. Our paid support will ensure that the user can get the existing functionality to perform as expected.

Please send questions via email, one issue at a time, rather than by telephone. This gives you a chance to fully describe the situation, and gives the technical support representatives a chance to work with the problem and develop a solution. This is often faster than talking to a technical support representative in the first place, because in many cases the representative can do little more than take down the information and then adjourn to try to duplicate the problem before devising a work-around or fix.

For information on reporting errors with screen shots click here RulesToBetterEmail.aspx#LargeAttachment. For more information about Remote Support see Standard of Remote Support

SSW Support - 40 hour Support Bucket


The 40 hour Support Bucket is for Time & Materials contracts. A 40 hour Support Bucket must be pre-paid prior to the provision of support. This gives you a $15 discount from our standard rates

Clients are free to utilize support on an "as required" basis and this can be provided on-site or off-site. When 40 hours is completed you can purchase a new Support Bucket. Telephone & email support is provided through a designated "Company Champion" nominated by the client. Telephone support is available 9pm - 6pm weekdays. An emergency line is available 12 hours a day. You will be allocated primary and secondary account managers who will co-ordinate your support requirements. They will help to ensure that you are given the full attention of our staff, and your urgent problems are dealt with promptly

SSW attempts at all times to have trained technical resources available for your ongoing support requirements.

A 40 hour Support Bucket expires from 12 months of date of payment. Developer rates are charged on a prepaid basis. Rates are in accordance with the resources supplied.

Current Rates

SSW Engagement Models

$9,200.00 (AUD) * 0.8256 = $7,595.52 (USD)


Order NowOrder Now >


SSW Support - 80 hour Support Bucket


The 80 hour Support Bucket is for Time & Materials contracts. An 80 hour Support Bucket must be pre-paid prior to the provision of support. This gives you a $20 discount from our standard rates.

Clients are free to utilize support on an "as required" basis and this can be provided on-site or off-site. When 80 hours is completed you can purchase a new Support Bucket. Telephone & email support is provided through a designated "Company Champion" nominated by the client. Telephone support is available 9pm - 6pm weekdays. An emergency line is available 12 hours a day. You will be allocated primary and secondary account managers who will co-ordinate your support requirements. They will help to ensure that you are given the full attention of our staff, and your urgent problems are dealt with promptly

SSW attempts at all times to have trained technical resources available for your ongoing support requirements.

An 80 hour Support Bucket expires from 12 months of date of payment. Developer rates are charged on a prepaid basis. Rates are in accordance with the resources supplied.

Current Rates

SSW Engagement Models

$18,000.00 (AUD) * 0.8256 = $14,860.80 (USD)


On Sale Order NowOrder Now >


SSW Support - 160 hour Support Bucket


The 160 hour Support Bucket is for Time & Materials contracts. An 80 hour Support Bucket must be pre-paid prior to the provision of support. This gives you a $25 discount from our standard rates

Clients are free to utilize support on an "as required" basis and this can be provided on-site or off-site. When 160 hours is completed you can purchase a new Support Bucket. Telephone & email support is provided through a designated "Company Champion" nominated by the client. Telephone support is available 9pm - 6pm weekdays. An emergency line is available 12 hours a day. You will be allocated primary and secondary account managers who will co-ordinate your support requirements. They will help to ensure that you are given the full attention of our staff, and your urgent problems are dealt with promptly

SSW attempts at all times to have trained technical resources available for your ongoing support requirements.

A 160 hour Support Bucket expires from 12 months of date of payment. Developer rates are charged on a prepaid basis. Rates are in accordance with the resources supplied.

Current Rates

SSW Engagement Models

$35,200.00 (AUD) * 0.8256 = $29,061.12 (USD)


On Sale Order NowOrder Now >


SSW Support - Same Day Call Out


For clients requiring emergency support, experienced resources on-site the same day, SSW provides a simple solution. Rather than providing a complex SLA (Service Level Agreement), SSW charges twice (2 x) standard rates for same day call outs. The minimum time chargeable for on-site work is 2 (two) hours per person per visit.



SSW Support Agreements (aka SLA Agreements)


The aim of a Support Agreement is to provide a basis for close co-operation between the client and SSW for the delivery of software support, maintenance & development services by SSW to the client at an agreed level.

This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.

Telephone & Email support is provided through the designated "Company Champion" nominated by the client. Telephone support is available 9am - 6pm weekdays. You will be allocated primary and secondary account managers who will co-ordinate your support requirements. They will help to ensure that you are given the full attention of our staff, and your urgent problems are dealt with promptly.

You will have an SSW developer who is trained on your system, and who is your technical resource available for ongoing support requirements.

Under this agreement SSW is able to provide various types or levels of support including:

  • Tasks as requested by key system stakeholders
  • Reviewing feedback from users and making and implementing recommendations
  • Database modifications
  • Report generation and maintenance
  • Performance profiling and tuning
  • Scalability testing and improvements
  • Security analysis
  • Load testing
  • Usability Reviews
  • Bug fixes
  • Installing, configuring and patching servers or user machines
  • Error reporting
  • Training
  • Reviewing system architecture
  • Documentation

The client will categorise issues on the following basis:

  1. Urgent     (Where the client requests a 1 hour response)
  2. Critical     (Where there is total system inoperability)
  3. Major       (Where some core business functions are unable to be performed)
  4. Minor       (Where core business functions may be performed but errors/problems occur)

Priority Level Response Times

Issue CategoryEntry/Bronze Response TimeSilver/Gold Response TimeCall Fee
Urgent1 business hour1 business hour3 hours
Critical4 business hours2 business hours1 hours
Major8 business hours4 business hours0
Minor24 business hours8 business hours0

The Support Agreement includes the appropriate level of Service you require:

Service LevelIncluded Hours/monthHourly Discount (ex-GST)
Entry20$15
Bronze40$20
Silver80$25
Gold120$30

Period of Agreement
The minimum period for the Support Agreement is 3 months and will continue until terminated and is renewed for periods of not less than 3 months.



SSW Support - Custom Software Audit


A crisis will pinpoint the short falls of your current technologies. But why wait for down-time or poor sales to discover where your application could be improved? SSW Application Audit Services will help improve code, stress testing, performance, scalability, architecture, deployment, training plans, user interface design plus all the documentation materials. These services are focused towards companies designing and building applications from developer utilities to major enterprise systems.



SSW Support - Registered Product Users


Standard Support is a service offered to all new clients which covers the installation of any commercial SSW software. The first three (3) support incidents are free of charge. Please include your Rego ID in any support correspondence



SSW Support - Product Upgrades


We offer free upgrades to the current version for 6 months from date of purchase. If you want to upgrade to the current version after 6 months, the upgrade cost is 50% of the products current purchase price.

SSW Knowledge Base – Free Product Upgrades



SSW Support - Specification Review


For new projects, there are many where the specifications we are given are often lacking or incomplete. This option is for clients that already have a specification and/or mockups. Our Business Analyst gives feedback on their specifications and then gives a set of estimates for the work.



SSW Support - Architecture Review


Architectural decisions have a great impact on the subsequent quality of software implementations. Is your system using the most appropriate technology?

Is the system designed for future needs, not only for today's deadlines?

SSW will help you bring your architecture into line with best practices.

This helps:

  • Discover problems early; its much easier and cheaper to fix problems early.
  • Improve Performance, Scalability and Reliability.
  • Review necessary and unnecessary Unit Tests.
  • Ensure the application can be extended easily in the future.

SSW takes these problems head on, in line with the fourth principle of eXtreme Programming - courage. Design for change.



SSW Support - User Interface Review (including flow)


99% of users don't read manuals, so your software must be intuitive and consistent. Establishing consistency in User Interface Design is challenging. There are many standards available, but too often developers and application designers unknowingly choose a proprietary approach.

Do you want:

  • Frustrated users
  • Low adoption rate, often leading to project failure

SSW is great at improving old and cluttered UI's - Web, Windows or Access - take a look at how we fast-forwarded an old, barely usable Access application into an ultra-fast, consistent and modern user experience.

Lets make your website/application functional, user-friendly, attractive and efficient.



SSW Support - Google Search Engine Optimization


Your website is your point of presence on the Internet. It's great to have a good website but there is no point to this unless people can find it. The number 1 way to reach new clients is through search engines, in particular Google, which claims to be used by 70% of Internet users. SSW's SEO Consultants are the most experienced and know Google's Search Engine Optimization (SEO) techniques backwards? see our Rules to Better Google Rankings. Search Engine Optimization requires a consistent and thorough approach to make sure all your website's pages are optimized.



SSW Support - Database Structure Review


Designing a database incorrectly means a real headache later on. Your database could be the bottleneck in your application, if it is not designed well it can slow the application right down.

Poor database structure gives:

  • Performance nightmares (e.g. Index problems)
  • Unnecessary Data redundancy (duplicate data stored in the database)
  • Loss of Data Integrity (e.g. missing transactions)
  • Difficulty in changing the database structure later on

We will review all your database objects to check for weaknesses, as well as common mistakes that developers make.

Additionally, we measure up your database against our exhaustive SQL Server standards using our product SSW SQL Auditor.



SSW Support - Code Review (Including the Code Architecture)


SSW implements strict standards on all code produced. Implementing strict coding standards means your code can be easily read, easily modified and easily tested.

We measure up your code against the best industry practices and our exhaustive coding standards. Additionally, we measure your code with our award winning tool SSW Code Auditor, which can only do so much - you still should get an independent expert to review your application.

SSW is experienced in VB, VBA, VB.NET, ASP, ASP.NET and C#. This review also includes checking your code tiers, making sure business logic is split from User Interface and database logic.

There are some useful Resources to implement your regular expression in SSW Code Auditor.



SSW Support - Performance Review


If you're finding that your software is reaching its limits of capacity, SSW can provide a performance review of your application to target specific areas for improvements.

You will:

  • Specify the load (e.g. number of simultaneous user requests) and
  • Set performance goals (e.g. <2 second average response time)

We will analyze your database query design, system architecture and code structure to provide you with a set of recommendations and specifications.



SSW Support - Security Review


Whether it's because of industry requirement, or your peace of mind, SSW can provide a third party review of your application to target specific issues for improvements. We look at:

  • Authentication process of identifying who the user is
  • Authorization what the user can do within the application
  • Licensing to control the usage of the software
  • Validation of all inputs in the system
  • Encryption
  • Software Licensing protection mechanisms
  • Methodologies and best practices to reduce your exposure to hostile attacks
  • Logging who is doing what and when



More info...