Support

Responsive, efficient support always by your side

Benefit from reliable and available technical assistance, with clear commitments to secure and maintain your online services, no matter what happens.

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Included Support

0,00 €

Premium Support

50,00 € Monthly
Order Now Unavailable

Business Support

250,00 € Monthly
Order Now Unavailable
Target and Recommended Use
Ideal for testing and development environments without strict service continuity requirements.
Suitable for non-critical production environments where priority follow-up and proactive communication are required in case of an incident.
Designed for critical production environments requiring maximum responsiveness, direct engineer access, and comprehensive post-incident follow-up.
Availability
Availability
24/7 Option
Business days from 9 a.m. to 5 p.m.
Working days from 9 a.m. to 5 p.m.
7 days a week from 9 a.m. Working days from 9 a.m. to 5 p.m. 5 p.m.
(+5% of service billing or +€125 excl. VAT)
Channels
Ticket
Chat
Callback request
Direct phone line (dedicated number)
First Response Times
Critical incident (P1)
Other incidents
8 business hours
24 business hours
2 business hours
16 business hours
30 business minutes
8 business hours
Incident Management
Diagnosis, mitigation, and resolution of incidents
Incident report (RCA)
Post-mortem and recommendations
Assistance and Follow-up
Review committee (upon request)
Annual review
Pricing
Price
Minimum monthly support fee
5% of service billing
€50 excl. VAT
10% of service billing
€250 excl. VAT

Support Commitments and Conditions

Scope of intervention

Our teams intervene on systems, networks, and platforms that we host or fully manage. Components managed by your teams or third parties are handled on a best-effort basis, without any guaranteed response time.

First response times

For critical incidents (P1), we meet the timeframes stated in your plan (8h, 2h, or 30 business minutes). Other priorities are handled proportionally to their impact and urgency.

Compliance and sovereignty

Your data is processed in compliance with the GDPR. Support is provided in France and in French, English assistance is available depending on team availability.

Escalation procedure

1 - Opening and qualification

Ticket creation via the channel provided in your support level, with immediate assignment of a severity level based on impact.

2 - Diagnosis and mitigation

Quick analysis to identify the cause, implementation of temporary measures (rollback, failover, scaling, cache/CDN) with an initial status update.

3 - Restoration and incident report

Full service restoration, followed by a detailed RCA (incident report) for Premium and Business support levels.

4 - Post-mortem and recommendations

For Business support, a technical debrief is organized to propose architecture optimizations and prevent recurrence.

FAQ

Frequently Asked Questions

What are the included support hours?

We are available Monday to Friday (excluding public holidays), from 9 a.m. to 5 p.m., via ticket or chat.

Get in touch with us!

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