Event Ticketing
Our hosted online ticketing solution provides a simple cloud based software as a service solution where we run all the server
Service Definition :
Overview
Our hosted online ticketing solution provides a simple cloud based software as a service solution where we run all the server
technology for you. Via your login we provide simple tools for you to manage capacity, sell e-tickets, take payment online and validate details on the door. Online ticket sales can be integrated into any website, facebook page and many social profiles accessible via all major desktop and mobile browsers. The system is comparable with 2d and QR barcode scanner hardware for admission scanning and can be flexibly configured to suit a wide variety of uses.
Information assurance:
We expect to supply this service at IL1/2
Backup/restore and Disaster recovery:
We provide a fully managed backup and restore service with daily, weekly and monthly storage media cycles to allow for 7 years retention.
Service management details
Our support packages offer a guaranteed response time of 1 hour during normal working hours. Further details can be found in our terms and conditions.
We use a support ticketing system to log all requests for support or maintenance - whether reported by telephone or email all support requests are issued a unique support number.
We provide client access to the ticketing system to enable client tracking of support tickets.
Support requests are triaged and assigned a priority and category. They will then be assigned to a relevant team member.
Whilst we do not offer a guaranteed time to fix support calls are
constantly monitored and assessed and where necessary promoted to second and third line support.
We are able to promote and flag high impact events across multiple clients ensuring clients are informed and engaged.
We will discuss you support contact with you quarterly and provide monthly calls statistics on call volumes, call types and call resolutions.
Service constraints
The service does not include pre-loaded samples.
Service Levels
We will respond to support calls within 1 hour during normal working hours Monday – Friday 09:00 until 17:30.
Financial recompense model:
Please see our terms and conditions.
Training:
Full training can be provided but we also provide user manuals, how to guides and an online help for administrators.
Ordering and invoicing process:
We accept purchase orders, all major credit cards and BACS payments. We provide 28 days standard payment terms. Full details can be found in our terms and conditions.
Termination terms
These can be found in our terms and conditions.
Data restoration / service migration:
We will do all we can to ensure a smooth transition should you decide to leave.
This includes:
Data transfer – via a database dump / extract to suitable media
DNS and Domain Name transfer
Direct communication with the new supplier if requested
Consumer responsibilities:
Technical requirements:
There are no special technical requirements, the system works on all major web browsers.
On Boarding:
We will discuss you exact requirements and create a suitable migration plan if you have an existing service or a new starter plan if this is a totally new requirement.
Off Boarding:
We will do all we can to ensure a smooth transition should you decide to leave.
This includes:
Data transfer – via a database dump / extract to suitable media
DNS and Domain Name transfer
About Hydrant :
Hydrant are an award winning, ISO 9001 accredited UK based digital agency with offices in London, Oxford and the North West. They have been committed to delivering best value through the use of open source technology since 2005, working extensively with Drupal CMS and
Magento Ecommerce since 2007. With a strong ethical and
environmentally aware ethos they work with clients who strive to make their communication clearer and more sustainable.
Current clients range from small charities and non-profits to national and global organisations such as The British Council, The Commonwealth and the NHS.
Hydrant take pride in our friendly service with permanent UK based employees forming long-term working relationships with our clients, helping them make the best of whatever Hydrant create for them. The team is split equally between creative, project management and
technical disciplines thereby offering a balanced service to ensure the end product always lives up to the initial proposal. Hydrant have full professional insurances and are committed to a process of continual improvement.
