Log a support ticket
Raise an issue or request a change through the support portal in your Client Login area, and follow its progress.
- Cyber Essentials certified
- 100% UK-hosted
- Building software since 2004
Software Support & Hosting
With bespoke software comes tailored support. Our Cannock-based team knows your system inside out, so when you need help you speak directly to the developers who built it. Every system comes with free Basic support, and you can upgrade for developer time, 24/7 phone support and security updates.
- Free Basic support
- 100% UK-hosted
- Backups every 4 hours
Need help with your system?
If you’re an existing client, there are three ways to reach our support team. For anything urgent, give us a call.
Our support packages
Every system we build comes with free Basic support. Upgrade to Standard or Enterprise for included developer time, 24/7 phone support and framework and security updates, or let us build a package around you.
Basic Support
Always free, with essential assistance and limited availability.
Freewith every system
- UK system hosting
- Backups every 4 hours
- Support portal access
- Included developer time
- 24/7 phone support
- Framework & security updates
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Standard Support
Reliable support with extended access and moderate availability.
2 hoursdeveloper time
- UK system hosting
- Backups every 4 hours
- Support portal access
- 2 hours developer time
- 24/7 phone support
- Framework & security updates
Enterprise Support
Comprehensive support with priority access and enhanced availability.
8 hoursdeveloper time
- UK system hosting
- Backups every 4 hours
- Support portal access
- 8 hours developer time
- 24/7 phone support
- Framework & security updates
Compare support plans
Swipe to compare plans
| Features | Basic | Standard | Enterprise | Bespoke |
|---|---|---|---|---|
| System hosting | Included | Included | Included | Included |
| Backups every 4 hours | Included | Included | Included | Included |
| Support portal access | Included | Included | Included | Included |
| 24/7 phone support | Not included | Not included | Included | Included |
| Framework & security updates | Not included | Not included | Included | Included |
| Developer time | Not included | 2 hours | 8 hours | Agreed hours |
Bespoke support
Prefer a custom approach? We also offer bespoke support packages that let you select the services most relevant to your needs, giving you flexibility and peace of mind.
Support from the team who built your system
When off-the-shelf software goes wrong, you join a queue and explain the problem to someone who has never seen your setup. With e20 Solutions, support comes from the same Cannock-based developers who designed and built your system, so they already understand your processes, your data and how everything fits together.
That means issues are understood faster, changes are made with care, and your system keeps improving as your business grows. Support covers more than fixes: we host your system in the UK, back it up every 4 hours and can keep developing it as your needs change.
Inherited a system from another developer? We can take that over too. Find out more about our software rescue and takeover service.
Why clients choose our support
- Direct access to the developers who know your code
- Based in Cannock, building software since 2004
- UK hosting with backups every 4 hours
- Cyber Essentials certified
- Free Basic support with every system
- Ongoing development as your business grows
What’s included in our support
Hosting, backups and support portal access come with every plan. Standard and Enterprise add developer time, and Enterprise adds round-the-clock phone support and security updates.
UK system hosting
Your system runs on secure servers in a UK data centre, managed by us, so there’s nothing for you to maintain.
Backups every 4 hours
Your data is backed up automatically every 4 hours, so it can be restored quickly if something goes wrong.
Support portal access
Log issues, request changes and follow the progress of every ticket in one place, through your Client Login.
Developer time
Standard and Enterprise plans include developer hours for improvements, changes and investigations on your system.
24/7 phone support
Enterprise clients can call us at any time, day or night, if something urgent happens with their system.
Framework & security updates
Enterprise plans keep the frameworks behind your system up to date and protected against new security issues.
How our support works
A simple process, so you always know where your request stands.
- Step 1
Tell us about it
Log a ticket through the support portal, call us or send an email with the details.
- Step 2
We investigate
A developer who knows your system looks into it and explains what they’ve found.
- Step 3
We fix and test
Fixes and changes are made and tested before they go live on your system.
- Step 4
We keep you updated
You’re kept informed along the way, and can follow progress on your ticket in the portal.
Software support FAQs
Common questions about our support and hosting plans.
Still have a question?01543 624105
Is support included with every system you build?
Yes. Every system we build comes with Basic support at no extra cost. It includes UK system hosting, backups every 4 hours and access to our support portal, so you can log and follow issues from day one.
What’s the difference between Standard and Enterprise support?
Both include hosting, backups and support portal access. Standard adds 2 hours of developer time. Enterprise adds 8 hours of developer time, 24/7 phone support, and framework and security updates to keep your system protected.
What can developer time be used for?
Developer time can be used for work on your system, such as small improvements, new reports or investigating an issue, carried out by the team who know your code. If you need more time than your plan includes, we can agree it as part of a bespoke support package.
Do you offer 24/7 support?
24/7 phone support is included with Enterprise support. On Basic and Standard, our team is available Monday to Friday, 9:00am to 4:30pm, and you can log a support ticket through the portal at any time.
Can we have a support package built around our needs?
Yes. Our bespoke support packages let you choose the services most relevant to your business, such as a set number of developer hours, giving you flexibility and peace of mind. Get in touch to talk it through.
Who will we speak to when we need help?
The developers who built and look after your system. We’re a Cannock-based team, so there’s no call centre and no explaining your setup from scratch each time you get in touch.
Looking for a team to support your software?
Whether we built your system or you’ve inherited one, talk to us about hosting and support that fits your business.