Non-emergency calls usually consist of problems that do not prevent you from continuing your daily activities and that usually need to be solved within 72 hours (or more) following the call.

To report a non-urgent problem or incident, simply:

• send us an email at the following address: support-regulier@altilogix.com where the following automatic processes will take place:
  • your email will be logged in our Help Desk software;
  • The following confirmation will be sent to you by email:
    We have received your message requesting regular support. Our staff has been notified by both email and pager, and we will contact you as soon as possible (< 4 hours).
    *** SVP, ne pas répondre à ce message, il s’agit d’un accusé de réception automatisé ***Thank you
    L’équipe de support technique d’AltiLogix Inc.
  • Two of our technicians will be automatically notified.
• call us at (514) 982-6161, option 6.

*N.B. Dans le cas de support régulier, nous vous garantissons un retour d’appel maximum de quatre (4) heures et ce, du lundi au vendredi, de 8h30 à 17h00 (sauf les jours fériés).

Support time allocation for customers with a support hour bank:

Time allocation for non-urgent calls (or for work planned in advance) is done as follows:

• en tranches de 30 minutes pour du support sur place (au lieu de tranches de 60 minutes en l’absence d’une banque d’heures de support). Un minimum d’une (1) heure est imputé à la banque d’heures pour toute intervention sur place. Le temps de transport et les frais de déplacement au-delà d’un rayon de 25 km du centre-ville de Montréal sont en sus (s’il y a lieu);
• en tranches de 15 minutes pour du support téléphonique (au lieu de tranches de 30 minutes en l’absence d’une banque d’heures de support).

Emergency calls usually consist of major problems that affect the continuation of your daily activities and need to be resolved quickly.

To report an urgent problem or incident, simply:

• send us an email at the following address: support-urgent@altilogix.com where the following automatic processes will take place:
  • your email will be logged in our Help Desk software;
  • A confirmation email like this one will be sent to you: We have received your message requesting urgent support. Our staff has been notified by both email and pager, and we will contact you as soon as possible (< 1 hour).*** SVP, ne pas répondre à ce message, il s’agit d’un accusé de réception automatisé ***Thank youL’équipe de support technique d’AltiLogix Inc.
  • 3 membres de l’équipe d’AltiLogix sont notifiés.
• to call us at ATSC (Centrale d’Assistance Technique AltiLogix) au 1-514-982-6161, ouvert de 7h00 à 20h00, du lundi au vendredi (sauf les jours fériés).

*N.B. Dans le cas de support urgent, nous vous garantissons un retour d’appel maximum d’une (1) heure, de 7h00 à 20h00, du lundi au vendredi (sauf les jours fériés).

Imputation du temps de support pour les clients possédant une banque d’heures de support:

Time allocation for urgent calls is done as follows:

• in 30-minute increments for telephone support (instead of 60-minute increments in the absence of a support hour bank). A minimum of one (1) hour is charged to the hour bank for any telephone intervention in the context of an urgent call.
• in 60-minute increments for one-time on-site support (instead of 120-minute increments in the absence of a support hour bank). A minimum of two (2) hours is charged to the support bank for any on-site intervention in response to an urgent call; transportation time and travel expenses beyond a 25 km radius of downtown Montreal are extra (if applicable).