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Managed Account support

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Managed Account

Ideal for high-traffic, marketing or multi-site owners requiring a dedicated account manager and our highest level of service.

Managed Account Support Service Key Features:

  • Monthly minimum: 15 hours
  • Average response times: 4 hours
  • Access to online help desk: Yes
  • Dedicated Account Manager: Yes
  • Monthly reporting: Yes
  • Hourly Rate: £90

Who does Managed Accounts support best serve?

Clients choose Managed Support to have guaranteed access to a set amount of time for support development and enhancements

Key Principles

  • All support requests are to initiated by email and managed via an online ticket system
  • Each ticket is assessed and triaged by iKOS. A priority ticket classification is only possible if any of the following are true:
  • Service unavailable - e.g. site down
  • Significant financial risk - e.g. price or delivery incorrect
  • Significant goodwill risk - e.g. publicised coupon not working
  • Significant compliance risk - e.g. private data vulnerable
  • Monthly commercial reporting will be produced, logging for all Help Desk & Managed Accounts
  • Agreement term for Help Desk and Managed Account is 12 months

Response Time

  • Normal tickets will have an estimate of time required to resolve communicated as well as the timescale over which the work is expected to be achieved
  • All support resourcing is deployed within normal UK business hours

Subject to terms and conditions