Keep custom software support and maintenance with the people who built the application. Linko Vectis operates it in your own Google Cloud project, with ongoing service priced separately from development.
Monitoring, Backups And Security Updates - Managed In House
Both plans cover the application we build. The choice is whether your business needs contractual response and update times, service reports and qualifying credits.
£2,400 / Year
Paid In Advance For 12 Months
For an application the business can temporarily work around. We act on reported faults, without fixed response deadlines or service credits.
£12,000 / Year
Paid In Advance For 12 Months
For an application your business cannot do without. This fee replaces Standard's fee; the two are never added together.
Hosting, SSL, monitoring, managed backups, security patching, dependency updates and unlimited minor updates worked one at a time, for an application we operate in your own Google Cloud project under access you grant. Each minor update is a change to something the application already does, small enough to complete within about half a working day.
SSL is the security certificate used for the browser's encrypted connection. Dependency updates maintain the third-party software components the application relies on.
Each plan has one published fee for every application size. Prices are in pounds sterling and are the total fees payable to us. Google's infrastructure and storage charges are billed to your company separately, at its rates, with no margin from us.
The application remains in your company's project. Our access lets us operate it; ownership and the Google billing relationship stay with you.
Ask for changes to wording, images, an existing rate or setting, a form field or a report column. We work through minor updates in request order and give you an expected completion time. New capabilities are quoted separately.
If our own update breaks something, we roll it back as soon as possible on either plan. When a rollback would endanger your data, we repair the fault in place instead.
Whenever our service ends, you receive the source code, configuration and documentation. We remove our access and cease our monitoring and backups, while the application remains running in your project.
The agreement defines the first human response and the updates that follow. It does not guarantee uninterrupted availability or put a deadline on resolving every fault.
We document the core functions covered by the agreement, install our monitoring and confirm that the application uses Google Cloud services carrying Google's own SLA wherever one is offered. Any development needed to meet those conditions is quoted before work begins.
Our working week is Monday to Friday, except bank holidays in England and Wales. Daily support hours run from 9am to 6pm UK time.
You can report an incident whenever it occurs. Only working hours count towards these deadlines; a report outside them starts its clock at the next working period.
The application is unavailable, a core function has failed for all or most users without a workaround, or a breach or data loss is suspected. A person responds within one working hour. We provide updates at least every two working hours until service is restored or a workaround is available.
A core function is impaired, has stopped for some users, or has failed for everyone but a workaround keeps the business operating. A person responds within four working hours, followed by an update each working day until the fault is fixed.
Other faults receive a human response within one working day. No recurring update interval applies: we update you when the fault is resolved, scheduled as a minor update or quoted as new work.
A fault can involve Google Cloud or another supplier, which is why the response commitment is distinct from the time needed to fix it. Standard has no contractual response times.
Read The Service Level AgreementThe additional checks make recovery arrangements testable and significant incidents reviewable.
Where the application has a database, restoration is available to any minute within the previous seven days. Daily backups are retained for at least four weeks, with a restoration test each quarter. Google charges your company for storage.
You receive a monthly service report. Within five working days after a major incident is resolved, we report what happened, whether we caused it, any root cause established and the changes we are making.
A credit applies when we cause a Priority 1 or Priority 2 incident and miss one of its response or update deadlines. Priority 3 incidents do not earn a credit.
The calculation starts with one twelfth of the fee for the 12-month period in which the incident began.
No claim is required. We confirm the credit in our report and apply it to the next invoice if we issue one within thirty days of the report. Otherwise, we refund it within thirty days of the report.
Google outages, failures at another provider and problems on your side do not earn service credits or count towards the repeated-incident exit right. We still reply and keep you updated.
Faults in our own code, releases or configuration are our responsibility. Google's own service agreements apply directly between Google and your company. When an outage may qualify for a Google credit, we prepare the supporting details for your claim.
Neither Managed Service plan promises uninterrupted uptime.
If two major incidents caused by us earn credits in any three consecutive months, you may end the service immediately or move to Managed Service Standard. Email us within thirty days of the report confirming the second incident.
Ending the service refunds the fee for the unused period. Moving to Standard refunds the difference between the plan fees for the remaining time.
Read The Contractual Exit RightsAdvance payment covers bringing the application onto the plan and operating it for the purchased period. These are the practical rules for starting, renewing or leaving.
Each plan is paid for 12 months, paid in advance. It normally starts when the application goes live, and that anniversary becomes the annual billing date.
We invoice the complete 12-month fee at least fourteen days before the billing date. If the date is fixed later than that, we invoice as soon as it is known. Payment is due by the billing date.
There is no separate setup charge for either plan. Advance payment covers the engineering needed to establish monitoring, alerts, backups and access, as well as ongoing backup care. Google's storage charges remain on your own Google bill.
An application may need changes before it qualifies for Managed Service With SLA. We identify and quote that additional development first.
Unless you cancel, another 12-month period begins on the next billing date at the fee then applicable.
Our renewal letter reaches you at least ninety days beforehand. It states the next billing date, the fee, the final cancellation date and the cancellation method.
A late or missing letter leaves cancellation open until ninety days after it is sent. If the new period has started, you pay only up to the cancellation date you specify. After that window, the normal cancellation rule applies.
Cancel through your account or by email. You can do this at any time; cancellation normally takes effect on the next billing date. To prevent renewal, give notice by the end of the preceding day.
The complete service continues for the period already purchased. That paid time is not refundable except where the contractual exit rights apply.
If you cancel before we have notified you that setup has begun, the plan does not start and no fee is due. Once that written setup notice has been sent, the initial 12 months are payable.
A fee increase requires at least ninety days' written notice and takes effect only on a billing date after that notice. We cannot re-price a period you have paid for. You can cancel before the affected billing date.
We also give at least ninety days of notice before ending a plan or introducing a change that reduces what you receive or increases what is required of you.
You may request an earlier stop for your own reasons and specify the date. We complete the handover, but no paid fee is refunded and any unpaid balance for that year remains due.
If an adverse change is due during your initial period or a period already paid for, you can leave before it takes effect. Charges for the time after leaving are cancelled and any payment covering that time is refunded.
The same protection applies to a serious breach we have not remedied within thirty days of your written request. A missed response deadline is not treated as that kind of breach. The separate SLA exit right appears below.
You can upgrade to Managed Service With SLA once its entry requirements are satisfied. That starts a new 12-month period and resets the billing date. The unused portion of your Standard fee is credited against the With SLA fee.
To move back to Managed Service Standard, tell us before the billing date on which you want the change to take effect.
Every Managed Service customer receives an account. It contains the plan, relevant dates and invoices, and provides tools for reporting incidents, cancelling the service and changing payment details.
Only the custom SaaS applications we have designed and built. Knowing the implementation allows us to maintain the whole system. If an existing product from another developer no longer meets your needs, we can discuss a replacement rather than taking over its maintenance.
Managed Service Standard suits a business that can work around a temporary interruption and does not need contractual reply times. Managed Service With SLA adds a written service level agreement, defined response and update times, reporting and qualifying service credits. Neither plan guarantees uninterrupted availability.
It is a change to an existing capability that takes about half a working day or less. Examples include wording, imagery, an existing setting, a form field, a price, an email template or a report column using data already held. Requests are completed individually in the order received, with an expected time given for each. A new capability is separately quoted work; we tell you before starting it. Clause 4.3 defines the boundary.
Yes. Your customer account accepts incident reports at any time. The reply and update clocks on Managed Service With SLA count only working hours, so an out-of-hours report starts counting when the next working period begins. Our working week is Monday to Friday, except bank holidays in England and Wales. Daily support hours run from 9am to 6pm UK time.
No. It specifies a person's first response and subsequent updates, rather than a guaranteed resolution time. The underlying issue may involve Google Cloud or another provider. We keep you informed while the fault is investigated.
It remains live in your own cloud project. We transfer the code, configuration and documentation, remove our access and stop our monitoring and backup work. Your next operator takes responsibility for it. Leaving our service does not switch the application off.
No. These plans are for bespoke applications we create, rather than our website platform.
Coming SoonHosting, monitoring, backups and patching are already included in Valacia plans. You do not add this separate Managed Service to a Valacia website.
See What Valacia IncludesTell us how heavily your business depends on the application. We can help you choose the level of ongoing service that fits.