Tiers
Service Tiers
Pyramid DMS Service Tiers
Standard, Business and Enterprise. Charges are exclusive of VAT. Items marked [TBC] are not yet decided.
| Standard | Business | Enterprise | |
|---|---|---|---|
| Per user / month | £50 | £55 | £65 |
| Minimum term | Rolling, 3 months’ written notice | Rolling, 3 months’ written notice | 24 months, then rolling on 3 months’ written notice |
| Infrastructure | Shared web server, shared multi-tenant DB server | Shared web server, dedicated DB server | Dedicated web server and dedicated DB server |
| Dedicated server cost (pass-through) | n/a | £600 / month | £1,000 / month (DB £600 + web £400) |
| Server setup costs (one-off) | n/a | £1,600 | £2,400 |
| Pyramid setup | Occasionally charged, quoted per customer | Occasionally charged, quoted per customer | Occasionally charged, quoted per customer |
| Security testing | Internal quarterly reviews and vulnerability checks, not customer-evidenced | Same as Standard | Scheduled vulnerability and penetration testing, with evidenced reports |
| Backup and DR | Daily/weekly backups, offsite replication, no restore-test evidence | Same as Standard | Evidenced backup-restoration drills, defined RPO/RTO [TBC] |
| Exit / export | Administration fee for the standard export (MySQL format), custom exports extra. Ongoing historic access available on a new agreement, rate confirmed at the time. | Same as Standard | Same fee and custom-export charges, plus 90 days’ free post-termination access to your data, included in the tier. After that, historic access on a new agreement, rate confirmed at the time. |
| Support hours | Mon–Fri 08:30–17:30, telephone and email. Weekends and out of hours: email, 48-hour response. | Same as Standard | Same as Standard, plus weekend telephone support for Critical Issues |
| Critical Issue: software fault | Aim to restore within 1 hour, any day | Same as Standard | Same as Standard |
| Critical Issue: hardware / infrastructure | Aim to restore within 4 hours Mon–Fri; 48 hours at weekends and UK public holidays | Same as Standard | Aim to restore within 4 hours, any day including weekends and UK public holidays |
| Optional add-on: Technician App | £25 per technician / month, in addition to the per-user charge | Same as Standard | Same as Standard |
| Targets | Targets, not guaranteed service levels (SaaS Terms clause 14.7) | Same as Standard | Same as Standard |