Depending on your business, your Customer Relations information system and your teams’ expectations, we offer a range of support packages.
Standard support
Our support packages are based on a common foundation:
- Notification of incidents via a web-based ticketing system (for processing, routing and tracking your tickets).
- Support opening hours: 9am to 6pm, Monday to Friday.
- Guaranteed intervention (SLA) within 4 hours.
As a CRM and Customer Service software integrator, we are systematically backed by our partners. This means we can call on their technical teams in the event of a level 3 problem (software bug, for example). Our Support service covers the whole of France.
Tailor-made support
The tailor-made nature of our Support-Assistance service can be reflected in the definition of specific support hours (24/24 -7/7) and a higher level of GTI (2 hours), if the criticality of your business requires it.
Operating protocol
The operating protocol is an option to the Support-Assistance contract.
It consists of a volume of prepaid hours based on the following principles:
- Addition or modification of configuration (MACs) for up to one day, remotely. Beyond that, a dedicated quote is required.
- Valuation of the cost of the service according to the type of request: priority, times.
- Rapid validation via email exchange with the appropriate person(s) in your organization.