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Service Level Agreement
Technical support appropriate to your request.
I pay if I need it.
Ticket Now offers you the advantage of using a fast and effective Remote Support only when you need it.
How does it work?
For all your requests, our Remote Support opens a new Ticket [TICKET NOW] dedicated to the single request. Each request is equivalent to a new Ticket.
How long does a ticket last?
A ticket has a duration of 15 minutes. The ticket is not bound by time but by blocks.
Example: If an open ticket requires 25 minutes of intervention, 2 blocks of the single ticket will be invoiced. If an open ticket requires 10 minutes, 1 block of the single ticket will be invoiced.
How much does a ticket cost?
Each ticket has a fixed cost of CHF 25.- excluding VAT. The ticket will be billed on the next count.
What does the Ticket Now include?
Ticket Now is for remote support only. All other services are excluded from this formula.
How much does the on-site service cost?
The on-site service costs CHF 160 per hour (excluding VAT).
Each intervention is invoiced in blocks: the first block is CHF 160.- (excluding VAT), it includes calls and transfers, subsequently every 30 minutes CHF 80.- (excluding VAT) are invoiced.
Monthly rate CHF 0.-
The ideal technical support for SMEs.
I call and everything works.
Ticket Business offers you the advantage of taking advantage of fast and effective Remote Support and Technical Support.
How does it work?
For all your requests, our Remote Support opens a new Ticket [Like TICKET NOW] dedicated to the single request. Each request is equivalent to a new Ticket.
How long does a Ticket last?
A ticket lasts 15 minutes. The ticket is not bound by time but by blocks.
Example: If an open ticket takes 25 minutes, 2 blocks of the single ticket will be invoiced. If an open ticket requires 10 minutes, 1 block of the single ticket will be billed.
What does Ticket Business include?
Ticket Business includes 4 free blocks per month for remote support. After using the 4 blocks, the Ticket Now rates will be applied (CHF 25.- excluding VAT for each block).
The 4 free blocks cannot be combined. For technical disservices due or created by Exion Networks SA no ticket and no charge will be applied.
How much an additional Ticket costs?
Each ticket has a fixed cost of CHF 25.- excluding VAT. The ticket will be billed to the next count only after using the included Ticket Business service.
Does Ticket Business include on-site service?
We adjust a discounted rate for the on-site service of CHF 100 per hour (excluding VAT), this rate is invoiced only in the case of on-site support at a discounted price only for Ticket Business subscribers.
Each intervention is invoiced in blocks: the first block is CHF 100.- (excluding VAT), it includes calls and transfers, subsequently every 30 minutes CHF 50.- (excluding VAT) are invoiced.
Monthly Rate CHF 59.- Excluding VAT
Duration of the contract: 6 months. Ticket Business rates and conditions are applied immediately upon subscription.
Complete technical support for SMEs and large companies.
We take care of everything
Ticket Enterprise offers you the advantage of taking advantage of Remote Support and Fast Technical Support without worries.
How does it work?
For all your requests, our Remote Support opens a new Ticket [Like TICKET NOW and TICKET BUSINESS] dedicated to the single request. Each request is equivalent to a new Ticket.
How long does a ticket last?
A ticket has a duration of 15 minutes. The ticket is not bound by time but by blocks.
Example: If an open ticket requires 25 minutes of intervention, 2 blocks of the single ticket will be invoiced. If an open ticket requires 10 minutes, 1 block of the single ticket will be invoiced.
What does the Ticket Enterprise include?
The Enterprise Ticket includes 12 free blocks per month for remote support. After using the 12 blocks, the Ticket Enterprise rates will be applied for each block.
The 12 free blocks cannot be combined. For technical disservices due or created by Exion Networks SA no ticket and no charge will be applied.
How much an additional Ticket costs?
Each ticket has a fixed cost of CHF 15.- VAT excluded. The ticket will be invoiced to the next count only after having used the included Ticket Enterprise service.
Does the Ticket Enterprise include on-site service?
We apply an advantageous and exclusive rate only for Ticket Enterprise. We offer the first hour of technical intervention free of charge, valid only for on-site intervention. Only travel of CHF 50.- excluding VAT is billed. This rate is billed only in the case of On-Site Support at a discounted price only for Ticket Enterprise subscribers.
Each intervention is invoiced in blocks: the first block is CHF 0.- (excluding VAT), it only includes the first hour of intervention on site, subsequently every 30 minutes CHF 50.- (excluding VAT) are invoiced.
Monthly rate CHF 259.- VAT excluded
Duration of the contract: 6 months. Ticket Enterprise rates and conditions are applied immediately upon subscription.
Do you have more questions? We are always at your disposal.
If you want advice, one of our experts will contact you and make an appointment at your company.