Customer Support

Our Hotline team is available to respond to your assistance requests on systems maintained by Activeo and to intervene remotely, if necessary, to resolve system problems.

These availability periods for Hotline support may be enlarged through additional contractual agreements for extended maintenance.

Activeo acknowledgement times vary according to the priority level of the ticket and your type of maintenance contract.

 For contacting our customer support and opening a ticket

- Procedure for opening a ticket : You should first be ready to fill out the form describing the problem : context in which the problem occurred, with notes on the precise system actions that preceded the problem, results noted, results expected, and, in some cases, screen shots, if these facilitate description of the problem., or whatever is needed to describe your assistance request.

- Taking charge of your service requests : Activeo taking charge of your service request means that an Activeo expert who knows your system studies the elements that have been transmitted and, if necessary, additional elements obtained using remote diagnostics. Once this qualification is effected, Activeo determines the actions necessary for restoring normal system operation.

- Closing a ticket : Once the correction has been applied or the question answered, the Hotline team will contact you to ask you to confirm that the ticket may be closed.

- Preventive and Progressive Maintenance : In addition to corrective maintenance and response to your service requests, Activeo can propose a program of preventive and progressive maintenance.

If so opted via the maintenance agreement, Activeo commits to intervene at specific periods (every two or three months) for:

• Technical performance audit
• Status report on anomalies/incidents and their associated follow-up
• Study of upgrades effected, in progress, or to come
• Verification of the consistency of the maintenance documentation with the existing system
• Response to any outstanding questions regarding information or service requests