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Technical Support Policy – E3K Solutions Inc.

Objective and scope Responsibilities Heures de support et moyens de contact   Incident prioritization Délais de résolution (SLA)    Support process Confidentialité et sécurité   Review and update

Objective and scope

The purpose of this policy is to define the terms of support and assistance provided by E3K Solutions Inc. to its clients in the context of the implementation, configuration, and operation of the Odoo ERP solution. It applies to all clients with an active or completed service contract or implementation mandate with E3K Solutions Inc. and aims to ensure a quality, consistent, transparent, and efficient service.

Responsibilities

E3K Solutions Inc.:

  • Provide technical support services in accordance with the commitments defined in this policy and in the contractual agreements.
  • Maintain the skills and availability of its technical teams.
  • Ensure the confidentiality and security of the information exchanged.
  • Document requests and corrections in a tracking system.

Client :

  • Provide complete and accurate information when submitting a request.
  • Designate a primary contact.
  • Follow the contact and escalation procedures.
  • Ensure compliance with best practices for using Odoo.

Support hours and contact methods

Standard support: Monday to Friday, 8:30 AM to 5:00 PM (Eastern Time)

Email: [email protected]

Phone: 514-316-6650 / 888-602-5394 ext. 1

Incident prioritization

The requests are categorized according to their severity:

  • Critique (P1) – Complete interruption of the Odoo system. Response < 1 business hour.
  • High (P2) – Degraded main functionality. Response < 4 business hours.
  • Moderate (P3) – Non-critical partial issue. Response < 2 business days.
  • Low (P4) – Request for information or improvement. Response based on the complexity of the request.

Resolution Timeframes (SLA)

The resolution times vary depending on the complexity of the issue. E3K Solutions Inc. is committed to:

  • Communicate the progress regularly.
  • Prioritize the resolution of critical incidents.
  • Propose temporary solutions when necessary.

Support process

1. Creation of the request via the client portal or email

2. Registration and assignment of a ticket number.

3. Diagnosis and classification of priority.

4. Resolution and communication with the client.

5. Closing of the ticket after validation.

Privacy and security

E3K Solutions Inc. is committed to protecting the confidentiality, integrity, and availability of its clients' data. All information processed in the context of support is considered confidential and used solely for the execution of the service contract.

Review and update

This policy is reviewed annually or whenever there is a major change.