Nothing is more unpleasant than having trouble reaching the technical team when a problem or question arises. This is why we want to put you in direct contact with competent resources at all times.
- Parlez à un membre de notre équipe de vive voix :
- Du lundi au vendredi de 9h00 à 16h00
- 24/7 pour les urgences (frais supplémentaires)
- Posez vos questions spécifiques
- Signalez un problème en ligne
Support plans
This is why we offer you our different support plans. Here you have the full list of our plans with their price per month and the access you have for each level.
Each support level has access to the services of the previous level. For example, if you have the basic level, the communication covered is by phond, but also by email and by web forms and tickets.
But, take note that you will not have access to levels higher than yours, if higher level, there is.
| 1. Limited | 2. Basic | 3. Classic | 4. Pro | 5. Premium | |
|---|---|---|---|---|---|
| Suggested for client : |
Tester & Developper |
For small enterprise production workload | For entreprise production workload |
For large enterprise production workload | For large enterprise missions critical workload |
| Pricing (Cost et fee) per month |
0$ |
100$ |
250$ |
1000$ |
2500$ |
| Initial response time |
72h, durant les heures d’ouverture |
48h, durant les heures d’ouverture | 24h, durant les heures d’ouverture | 24h |
12h |
| Support channels * Always access to the online documentation & general FAQ* All services use “Intervention time” |
Web Form & Tickets |
Email |
Phone |
Web meeting & SMS |
Live Training & Live Chat
*Specific Enterprise Documentation & FAQ |
| Intervention time * Calculated in tranche of 5 mins * Product defect are unlimited *3 User role change included per month (using the request form) Longer task will be managed by “Development process” To accelerate the process you need a valid & open development hours bank |
0 * Eligible to Honor System request |
3 * limited to 1 (5 mins) |
9 * limited to 3 (15 mins) |
27 * limited to (30 mins) |
99+ *unused time could be transfered to next month. |
| Subject limitation |
Defect product only |
Product only |
Specific questions & General best practice | Business context (with reproduction) | Business process |
| Delay of support | 10 open business days |
10 businness days |
7 days |
5 days |
3 days |
| Hours of support | Open business hours |
Extended hours start at 8:00 until 18:00 4 (Week days Excluding Friday) | Extended hours start at 7:00 until 20:00 4 (Week days Excluding Friday) | 24/5 (Week days Excluding Friday) |
T24/7 Always on |
| Urgency support services
When you need service in the next 24h, hours are considered as an urgency Costs review :
|
No |
Pay per usage |
Pay per usage *Reducing fee 50% on “Hours of support” |
Pay per usage *Reducing fee 50% on “Hours of support” | Pay per usage *Reducing fee 50% Alway |
| Down time importance consideration |
Minor system |
Major system | Severe system |
Critical system |
Mission-critical system |
| Languages | EN & FR |
EN & FR | EN & FR | EN & FR |
EN & FR * Request your direct contact |
| Relationship / Relation |
Ticket direct link |
Ticket email notification |
Priority ticket handling and Escalation evaluation | Assign Named Customer support team & Incident reporting follow-up | Dedicated Customer project with a direct contact |
Do you have any requests ?
Our goal is to satisfy all our customers. If a criterion is not met according to your service plan, we undertake to credit up to 100% of your next month with an official request by form.
If so, please complete the form below :