With your Phew Support Agreement (SA) Safeguarding Boards are now covered for unlimited support on the following issues:
… and even better you will have Prioritised Support, meaning a response within four hours.
When setting up your SA, your company will be asked to provide us with one named Support Contact who will be the one person from your company who is able to report a Support issue. For safety and security, we will only be able to raise a Support case from the appointed person. We do understand that one person can’t be there the whole time though, so for that reason we ask for a ‘second in command’ to be named as our secondary contact.
If the Support issue is expected to take over two hours worktime to complete, a discussion will need to be had about our proposed solution with you, making it then become a project. Projects are not covered under your SA so the relevant documents will need to be raised and a key Account Manager allocated to oversee the smooth running of it.