Commitment 08 — Availability
One point of contact, one response, direct follow-up.
No unanswered forms, no outsourced support, no changing contact person on every call.
Sheet 01 — Why Availability
Great software is useless if nobody answers when an issue arises.
- A support ticket landing in an anonymous queue without knowing who will answer or when
- A different contact person on every call, asking for project context every time
- An unreachable provider as soon as an unexpected event falls outside the strict initial contract
- A technical emergency waiting its turn behind dozens of other tickets with no clear priority
Sheet 02 — Sheet 02 — What is Guaranteed
In black and white, not a vague promise.
Email Response
< 48h
Emergency
Per SLA Contract
Follow-up
Personalized, without automated generic forms
Dedicated Contact
Single contact, from quote to ongoing support
User Enablement
Training & Refreshers when needed.
Sheet 03 — How it works in practice
No switchboard, no anonymous platform.
📩 Single Channel
No call centers or multiple email inboxes — direct contact, always the same person.
🧑💻 Single Contact Person
From the initial quote through to ongoing support, the same person knows your file — nothing to re-explain.
⏱️ Clear Response Window
Every request receives a response within 48 hours — measurable, not an empty promise.
Sheet 04 — Our Principle
Availability is not measured by the number of support tools.
Availability is measured by how fast a real person answers you.
What is non-negotiable
What We Refuse
- Support outsourced to an anonymous ticketing platform
- An unanswered ticket beyond 48 hours
- A contact person changing without notice
- An automated form instead of a real discussion
Next Sheet
See how we uphold this commitment.
Describe your activity — personal response within 48h.