Technical Support

Support ticket

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

You may require TeamViewer to allow us to access your device during the support session, please download our TeamViewer