Assistance & remote maintenance

To the Manager and his teams!

Ideally, an incwo referent in your company, who centralizes and manages all the team's needs.

This offer includes 1 hour per month of telephone or video assistance for the entire company.

Assistance and remote maintenance, a telephone support service that guarantees a rapid response

It concerns any subject related to use, configuration, access rights management, the use of a new function and its settings, usage constraints or errors, and software control and operation requirements.

It covers every aspect of improving your daily life on incwo, with the exception of Apis, data integration and migration, which are handled separately.

The Assistance and Remote Maintenance offer does not cover training, nor does it provide migration or data integration services as such.

The support technician does not carry out data integration for you, in incwo, by import or Api, for example. When the context is known, he or she can advise you on possible treatments and code or data elements to watch out for.

While it doesn't cover the dimension of connecting to external solutions via APIs, it does include questions of configuring incwo apps specific to your needs and connecting apps to external services (helping you connect to your bank or e-commerce platform, for example, without taking over your access to the bank or your e-commerce platform).

It also excludes flow processing and API functional testing.

It's always a member of the incwo team.

This is usually a person attached to the customer support department who masters the software's entire scope of configuration and functionality.

The support contract includes 1 hour of assistance and remote maintenance, per month, for each software application subscribed to.

The package is specific to a legal entity.

For a larger package, ask our teams for a study and a quote.

Support and remote maintenance are available for one hour per month.

For a higher package or any other request for support by an account manager, our "incwo Services" division will study your needs and offer you a quote based on your expectations.

The package is calculated at the end of the call. Your assistance coordinator will tell you the duration of the assistance and the time remaining, and will confirm this by email.

Calls are counted in 15-minute slots. There is no countdown by the minute.

No, the 1h package is valid for 1 calendar month and cannot be carried over to the following month, or used for purposes other than support and after-sales service.

Any package not used between the first and last day of the calendar month is considered lost.

Supervision is performed via Distant software and requires access authorization to your data.

By signing this contract, you tacitly accept that incwo teams may access your application during service calls.

For the supervision to work, you need a computer with
sufficient performance to use the GoToMeeting online conference and meeting software on Internet browser, and compatible with : Mozilla Firefox, Safari or
Google Chrome, in their most recent version.
Screen resolution: 1024*768 minimum.

Supervision also requires access to the incwo application. It is therefore essential to be able to connect to it, and to have the necessary authorizations to access the module on which assistance is planned.

Simply via support.

Send a message to support requesting assistance, specifying : 

• The subject of your request, so that the right person at incwo can contact you.
• The object(s) concerned by the request in the software
• Relevant links or attachments to define the scope of the requested intervention.

If you don't specify the purpose of the request, we'll all lose support time!

Processing time is 6 hours from receipt of your request.

Requests are received and assistance provided by our teams: Monday to Friday, 9 a.m. to 5 p.m.

If your request is received :

• After 3pm: we cannot guarantee a call during the day. In this case, you will be offered a slot for the following morning.
• Outside assistance hours: you will be offered a slot for the first available assistance day, in the morning, either on Monday if your request is made at the weekend, or on the following day if your request is made in the evening, on a working day.