E. Technical Support and Development Options
2. Technical Support and Development contracts

• AOSIS offers pre-paid or monthly support contracts to give you the peace of mind of readily support available when needed. Support and development service contract hours can be purchased at a discounted rate in bundles (pre-paid), or at a fixed monthly fee if cash flow is more important than price.
• The support contract involves problem notification by email ticket or by phone (after which an email ticket will be created).
• Support contract holders receive priority attention, and can expect a response within one 4 working hours.
• Support is provided within the working hours of 08:00 - 16:30, Monday to Friday. After hours emergency service is available for critical repairs at the discretion of our technical manager.
• Time can also be used for development of new functionality, customisation, content upload or plug-in deployments.
• Support and development times cannot be guaranteed, as there is not always possible to know in advance what the problem is, and it may require a period of investigation and/or consultation with the core Moodle® development team before the right course of action can be ascertained.
• Support and development hours are recorded in increments of 15 minutes, and rounded off to the next half hour.