{"id":1670,"date":"2017-07-18T17:30:31","date_gmt":"2017-07-18T17:30:31","guid":{"rendered":"http:\/\/www.altilogix.com\/?page_id=1670"},"modified":"2025-10-26T20:37:37","modified_gmt":"2025-10-26T20:37:37","slug":"soutien","status":"publish","type":"page","link":"http:\/\/www.altilogix.com\/en\/soutien\/","title":{"rendered":"Support"},"content":{"rendered":"<div class=\"vc_row wpb_row vc_row-fluid krth-dhav-dotted\"><div class=\"wpb_column vc_column_container text-left vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">\n\t<div class=\"wpb_text_column wpb_content_element\" >\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p><span style=\"font-size: 18px;\"><strong>One-time support and time banks<\/strong><\/span><\/p>\n<p>The benefits of a support time bank:<\/p>\n<ul>\n<li>A better hourly rate (depending on the number of hours purchased);<\/li>\n<li>A more economical allocation of support time used for urgent and non-urgent calls.<\/li>\n<\/ul>\n<p><strong>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.<\/strong><\/p>\n<p>How this service works (service level agreement):<\/p>\n<div class=\"vc_row wpb_row vc_row-fluid krth-dhav-dotted\"><\/div><div class=\"wpb_column vc_column_container text-left vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><\/div><\/div><\/div>\n\t<div class=\"wpb_text_column wpb_content_element\" >\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t\n\t\t<\/div>\n\t<\/div>\n<strong>N.B. A support hour bank cannot be used for training or to submit a change request.<\/strong><\/p>\n<p><strong>The terms and conditions of this service:<\/strong><\/p>\n<p>All time banks are payable in advance (NET 30 days) and are non-refundable and non-transferable, with no time limit on their duration.<\/p>\n<p><strong>We will keep you informed in the following ways:<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>Support service feedback process:<\/strong><\/p>\n<p>As your opinion and level of satisfaction are important to us, once the problem (or incident) has been resolved and therefore \u201cclosed,\u201d you will be invited to complete a short satisfaction survey via a hyperlink, which will enable us to refine the quality of our interventions.<\/p>\n<p><strong>Who can call us to report a problem or incident:<\/strong><\/p>\n<p>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 <u>the only authorized persons (4)<\/u> to report a problem or incident to us. We therefore invite you to <u>publish this procedure only to the latter<\/u> and provide us with their contact details.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n<\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"Support ponctuel et banques d'heures Les avantages d\u2019une banque d\u2019heures de support : Un meilleur tarif horaire (selon le nombre d'heures achet\u00e9es); Une imputation plus \u00e9conomique du temps de support utilis\u00e9 lors d\u2019appels urgents et non urgents. N.B. Le fait de poss\u00e9der une banque d\u2019heures de support n\u2019exclut cependant en rien le besoin de vous[...]","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1670","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"http:\/\/www.altilogix.com\/en\/wp-json\/wp\/v2\/pages\/1670","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.altilogix.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/www.altilogix.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/www.altilogix.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/www.altilogix.com\/en\/wp-json\/wp\/v2\/comments?post=1670"}],"version-history":[{"count":18,"href":"http:\/\/www.altilogix.com\/en\/wp-json\/wp\/v2\/pages\/1670\/revisions"}],"predecessor-version":[{"id":2293,"href":"http:\/\/www.altilogix.com\/en\/wp-json\/wp\/v2\/pages\/1670\/revisions\/2293"}],"wp:attachment":[{"href":"http:\/\/www.altilogix.com\/en\/wp-json\/wp\/v2\/media?parent=1670"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}