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|Ensure
your production performance

Support ITESOFT | W4 : Key figures

7h

Average time to restore operational conditions

98%

Satisfaction rate

3h

Average time taken to treat an incident

Declaring and following your support requests 24/7

To handle your support requests, ITESOFT | W4 offers you a secure client area enabling you to declare and follow your requests for support at any time.

(You can also report your incident by email: support@itesoft.com)

Contact Support

Full technical and functional support, our experts are always available

After deployment, ITESOFT | W4 support becomes your unique technical contact and takes into account any type of request (incident, assistance request or evolution).

They provide you with the necessary technical assistance tailored to your needs to help you to increase the performance of your project and optimise the use of your software.

With its support team, ITESOFT | W4 accompanies you on a daily basis thanks to support services that integrate maintenance and complementary packaged services.

A team of 21 engineers, ITESOFT | W4 experts, qualified on technical environment peripheral to the solutions (OS, ERP, CRM …).

International coverage to provide a consistent level of support to all of our clients’ subsidiaries.

A proven incident management process designed for maximum quality of service.

A set of tools to ensure simple, reactive and efficient support (knowledge base, customer portal, call center …).

Two levels of standard services to align with your enterprise requirements.

To provide complete and responsive technical support, the offer of software support is complemented by a catalog of services packaged to meet specific needs, urgent and requiring business and / or technical skills for ITESOFT | W4 solutions.

Professional

  •  
    Support for incidents within 4 hours
  •  
    From 9 am to 6 pm from Monday to Friday
  •  
    Access to a secure remote maintenance tool
  •  
    Incident management 24/7 via the WebTicket portal

Professional +

  •  
    Support for incidents within 4 hours
  •  
    From 9 am to 6 pm from Monday to Friday
  •  
    Access to a secure remote maintenance tool
  •  
    Incident management 24/7 via the WebTicket portal
  •  
    Priority handling of incidents Severity 1 under one hour
  •  
    Coverage extended to French public holidays, except for international holidays, May 1st, Saturday and Sunday
  •  
    Correction time (SLA):
    • › Severity 1 (within 24 work hours)
    • › Severity 2 (within 10 working days)
  •  
    Single point of contact with a Technical Account Manager
  •  
    Monitoring of maintenance services:
    • › Quarterly Report
    • › Annual Management Committee on site

Discover ITESOFT | W4 Ecosystem! This is your dedicated space, whether you are customer, partner, technical or functional expert. It offers a multitude of services and resources for all the phases involved in your process-based application projects. The ecosystem is also an exchange platform where everyone can publish their contributions in the form of processes or applications that each member of the community can retrieve or buy from his or her designer. Customers and partners will also find all the necessary resources to keep their environments up to date and interact with the software editor. Finally, the news stream offers you information about activities related to business or technology linked with our products and solutions.

Questions about ensuring your project performance?




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