The support works with timestamped tickets, that is, a ticket corresponds to 1H.
When you create your ticket, our team guarantees you a maximum working time of 4 hours to to take in charge the ticket. Following a qualification of the impact of the problem, a resolution time will be attributed :
- Critical problem 4 Hours (working hours) *
- Non-Critical problem 8 Hours (working hours) *
- Question or advice related 24 Hours (working hours) *
The support allows you to solve a problem encountered on a system already in place.
* Working hours are from 9:00AM to 12:00AM and 2:00PM to 6:00PM UTC + 1.
The TMA (third party maintenance applicative) works as a time credit. It allows you to perform adaptive and scalable maintenance. It can be used to update the application systems as well as adapt it according to your needs.
If the demand exceeds a certain time, the TMA can evolve into a quote and lead to additional fees.