Services
Technical support
In order to assist the customer's staff in taking charge of the solutions deployed, it is necessary to have a local technical support department to ensure continuity of service and to deal with any malfunctions that may cause damage to the company. Technical support includes:
Remote technical support
Planned interventions
Planned interventions
Remote technical support
As part of remote technical support, we are committed to providing the following services:
Telephone assistance: working days and during office hours.
Assistance by email: with a response time not exceeding 08 working hours "office hours".
By remote access: at the request of the customer and with his agreement, during office hours, within eight working hours.
Planned interventions:
The number of interventions: 12 interventions per year.
Intervention period: 1 intervention each month.
Planning: To be defined in agreement with the client
Shift: At the customer's request, an intervention can be postponed to a later date of the same month.
Cumulation of interventions: interventions cannot be cumulated
Place of intervention: on the customer's site
Duration of intervention: 1 day
Object of the intervention: Verification of the correct functioning of the solution
Follow-up of interventions: A sheet for each intervention to be aimed by the authorized representative of the customer, who can mention any reservations.
Interventions on demand:
Request: In the event that the remote technical support does not succeed in repairing the declared malfunction, the customer can request an on-site intervention, by e-mail or by fax.
Object of the intervention: Repair of the declared dysfunction
Response time: 48 working hours.
Scheduling: during working days of the week.
Duration of the intervention: Time necessary for the restoration of functioning.
Follow-up of interventions: A sheet for each intervention to be targeted by the authorized representative of the customer, who can mention any reservations
Billing: in Man / day
