Terms and conditions

service-level agreement

In order to ensure optimal collaboration, when you have a service with us (accommodation plan, maintenance plan or bank of hours), we have established these objectives. The processing of a request that does not respect established deadlines is subject to a post-mortem.

Level of demand : Critical

Example: Service interruptions preventing access to the website or essential functionalities.
Response time*: 1 hour
Resolution time**: On the spot

Level of demand : Priority

Example: Issues affecting core functionality without causing complete disruption.
Response time*: 4 hours
Resolution time**: 1 business day

Level of demand : Important

Example: Issues affecting secondary functionality or performance with no critical impact.
Response time*: 1 business day
Resolution time**: 3 business days

Level of demand : Normal

Example: Minor change requests, general usage questions. ***
Response time*: 2 business days
Resolution time**: 5 working days

* and ** Monday to Friday between 9 AM and 5 PM (Montreal time)

*** Please note that if the request requires specialist intervention (e.g.: designer or strategist), additional time for resolution may be necessary).