A question, an incident or an update to one of our services? Submit your request: it will be tracked until it is resolved.
We invite you to submit your request.
We send you an acknowledgement of receipt.
We assist you as quickly as possible.
We archive the request for administrative and accounting follow-up.
Thank you, your request has been sent. You will receive an acknowledgement of receipt.
For any remote assistance on your computer, download our remote connection tool, TeamViewer.
Otherwise, our team's first step will be to install this tool, which will bring the minimum duration of the service to 60 minutes.
Avoid unnecessary costs: download the software before contacting our team.
Get me ready!In the absence of an SLA contract, we take charge of your request within 15 working days. Our actual response times are, however, much shorter: our team handles the request the same day in 98% of cases.
It is the period after which your request is taken in hand by our team. It should not be confused with the resolution time, which, in the absence of an SLA, is undetermined.
The price of the intervention is defined by the CTS, which are accepted before any contact is established. The service is charged on the basis of the actual time spent, with a flat-rate minimum duration, plus travel expenses where necessary. Travel expenses are never included in contracts, with or without an SLA.
Every request involves reading the request, preparing the solution, implementing it, checking it, then archiving the request and invoicing it.
The minimum duration is therefore set at a flat 15 minutes. Beyond that, the actual time spent is invoiced.
Yes, but the contractual price of the service is then multiplied by 3.
Yes, but the contractual price of the service is then multiplied by 2, in addition to the coefficients already applied depending on whether or not there is an SLA contract and its options.