Support
We work in two steps: a fixed-price project to set up or fix something, then, if you wish, light and predictable support for what comes next.
Fixed-price projects
- Scope and price in writing before we start
- Handover: documentation, access and training
- 30-day warranty on what was delivered
- No commitment after the warranty
Care Subscriptions
- A number of hours included every month
- Next-business-day replies by email
- Periodic security reviews
- Cancel any time with 30 days notice
Prepaid hours
- Blocks of hours valid for 12 months
- Next-business-day replies by email
- Billed in 15-minute increments
- Report of hours used on request
Response time
We reply to support requests the next business day, Monday to Friday, excluding Quebec statutory holidays. This is a working target, not a contractual guarantee.
30-day warranty
For 30 days after the handover of a project, we fix at no charge any delivered item that does not work as described in the proposal. New requests and scope changes are handled as a new project or with prepaid hours.
What we do not do
To be clear from the start: we do not offer service level agreements (SLAs), on-call, 24/7 support or emergency response. If your business needs a guaranteed reply within hours at any time of day, we will help you find a suitable provider.
Ready to start?
Write us a few lines about what you need. We reply the next business day with the next steps.