TECHNICAL SUPPORT

Open a ticket for assistance with a technical issue with Prival services or products. For support outside business hours, before 8:00 am and after 5:00 pm on weekdays and holidays, call 1 (450) 761-9973.

    An activity-critical software component or a system managed by Prival is inoperative or unavailable, the production system is down, or there is an emergency. Requires immediate temporary or permanent solution.

    Examples: Abnormal interruption affecting the entire production, backups or monitoring system, application or system failure caused by Prival products or services..

    Target response SLA 1 hour

    Unfavorable impact on production, but without stopping production systems, the products work, but in a seriously restricted way.

    Examples: Response times for production applications or system performance are slow, but systems remain available. Certain monitoring or certain services are affected.

    Target response SLA 4 hours

    As the problem does not affect production, the majority of the functions are still usable, a situation of limited impact that can be resolved quickly.

    Examples: response times for non-production applications or the performance of some systems are slow, but the systems remain available. Certain monitoring or certain services are affected.

    Target response SLA 8 hours

    Minor problem that does not affect production and can be resolved quickly.

    Example: Practical questions like “how to do it?”, Text of a message or a page badly formulated or containing errors, general comments.

    Target response SLA 24 hours