/
Technical support policy
  • Prêt à être revu
    • Document toolboxDocument toolbox

    Technical support policy

    Owned by Pauline AWAD
    Last updated: déc. 17, 2024 by Pauline AWAD
    2 min read

    At METEORAGE, we are committed to providing our customers with a reliable, high-performance service. In order to guarantee a service availability of over 99.9% and to ensure continuity of operations for our users, we have implemented various measures.

    1. Technical resources

    • A continuous monitoring of all our systems.

    • Two clouds located in separate geographical areas of France, offering maximum security and redundancy.

    • On-call staff available 24/7, ready to intervene in the event of a problem.

    2. Access to the Help Center

    Our helpdesk is available 24/7, offering Q&A’s and a user Guide to help clients quickly resolve problems encountered while using our services.

    If necessary, customers can also submit support tickets in french or english via Jira or directly from their Customer Area, where tutorials in six languages are available for each product.

    There are three categories of requests to choose from when creating a ticket:

    • Technical assistance: To report an incident or request assistance with our services.

    • General question: For any non-technical question about our services.

    • Suggest an improvement: To propose ideas or features to improve our services.

    3. Priority assignment and associated SLAs

    As soon as a ticket is logged in the technical assistance category, our staff assign a priority to your request. This priority reflects the level of impact on the customer and determines the SLA (Service Level Agreement): the turnaround and resolution times to which we commit.

    We have defined 3 levels of priority:

    • High: Immediate and significant impact on the customer's business. The incident seriously disrupts productivity.

    • Average: Limited impact on the customer's business. The problem can be circumvented.

    • Low: Anomaly or non-blocking issue that is not urgent.

    4. Processing times for tickets in the Technical Assistance category

    First time response may vary depending on the priority and timing of the request:

    Priority

    Business hours (Mon-Fri, 8am-5pm)

    Outside working hours, weekends and public holidays

    Priority

    Business hours (Mon-Fri, 8am-5pm)

    Outside working hours, weekends and public holidays

    High

    Within 1 hour

    Within 12 hours

    Average

    Within 2 hours

    Within 24 hours

    LOW

    Within 2 hours

    Within 24 hours

    5. Limitations and exclusions

    • Processing and resolution times depend on the complexity of the problem and whether an intervention by a third-party service provider or another internal department is needed. It may be different under specific contracts with customised SLAs.

    • Requests sent by direct e-mail to a collaborator or by phone call do not guarantee timely processing.

    • Commercial related requests are not covered by this support system. You can send your queries to commercial@meteorage.com.

     

    How to contact the technical support team?