One-time support and time banks

The benefits of a support time bank:

• A better hourly rate (depending on the number of hours purchased);
• A more economical allocation of support time used for urgent and non-urgent calls.

N.B. However, having a bank of support hours does not exempt you from complying with the requirements and terms of the annual maintenance (and/or support, as applicable) contract, as established by Sage Software. It only applies to the technical support you wish to obtain from Altilogix Inc. in the normal course of your daily activities.

How this service works (service level agreement):

The terms and conditions of this service:

All time banks are payable in advance (NET 30 days) and are non-refundable and non-transferable, with no time limit on their duration.

We will keep you informed in the following ways:

You will receive a notification email for each of our actions taken in relation to the problem (or incident) submitted, throughout the entire problem (or incident) resolution process.

Support service feedback process:

As your opinion and level of satisfaction are important to us, once the problem (or incident) has been resolved and therefore “closed,” you will be invited to complete a short satisfaction survey via a hyperlink, which will enable us to refine the quality of our interventions.

Who can call us to report a problem or incident:

In order to ensure that communications between us are as effective and orderly as possible, we ask that you provide first-level support within your organization by appointing a maximum of 4 people, who will be the only authorized persons (4) to report a problem or incident to us. We therefore invite you to publish this procedure only to the latter and provide us with their contact details.