Our solutions are designed to encourage empowerment and autonomy, whether by their ease of use, or by avoiding unnecessary restrictions to the configuration options. Our regular hosting fees also cover the necessary maintenance to keep everything up to date and secure. We do our best to avoid hidden fees.
These support agreements have four objectives
Ensure a quick response time for technical support questions
Cover the response time required for one-off requests
Prevent breakdowns or other unforeseen events by adding additional tests
Schedule time to meet on a regular basis to anticipate your needs and coordinate on priorities.
These agreements may be revised every three months. They may be cancelled at any time, in accordance with our terms and conditions, including the section entitled "technical support".
Technical Support Packages
| Package | Price / Month | Bank of Hours | Emergencies ‡ | Emergency Response Time ‡ | Regular Response Time ‡‡ | Supplementary Contact |
|---|---|---|---|---|---|---|
| A | $350 | 3.0 | 1 | 6 heures | 3,0 jours | Aucun |
| B | $650 | 5.5 | 2 | 4 heures | 2,5 jours | SMS/Signal |
| C | $1250 | 10.0 | 4 | 2 heures | 2,0 jours | SMS/Signal |
PackageThe time banks are billed in 15-minute increments
Personalized Package
If the above options do not suit you, please do not hesitate to contact us to see how we can adapt a package to your needs.
‡ Emergency Incidents
An emergency incident is any type of request that requires an immediate response on a specific topic. Generally, we recommend regular meetings to better anticipate upcoming requests and avoid emergencies, but we understand that sometimes requests or unforeseen events arise that are beyond your control.
- The resolution time is included in the regular time bank of hours
- There is a limit of 1 hour per incident
- Overtime is charged at an emergency rate (regular rate multiplied by 1.6)
- Monday to Sunday: 7 - 9 PM
For urgent requests, if circumstances permit, we will attempt to offer a temporary solution to address the immediate problem. We will then plan an intervention that will resolve the problem in the longer term.
‡‡ Resolution and additional costs
Responding to a request does not mean that it will be resolved. Our response may include:
- the implementation of a workaround or temporary measure to deal with an emergency
- a definition of an action plan, an evaluation of costs or deadlines
- Monday to Sunday: 7 - 4 PM
Requests that go beyond the support agreement are billed at the rate:
- $125 / hour per response during the 5 working days
- $200 / hour for emergency requests (rate reduction)