Support Services

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Technical support description

Technical support services in both English and French are available to all Wallix customers with a valid maintenance contract.

Response times (as fast as 2 hours) and availability (up to 24/7) are dependent on the level of support purchased, as shown in the table below :

Updates and patches to the latest version of the software are included with all three support levels, and to earlier software versions in accordance with the current maintenance policy.

Technical Support
and maintenance
SILVER GOLD PLATINIUM
Access to product updates X X X
Access to patches X X X
Dedicated contact X
Access to support
(Number of registered users authorised)
2 4 6
Phone & E-mail suport guaranteed 24-hour response time guaranteed 8-hour response time guaranteed 2-hour response time
Hardware Warranty Next Business Day One-Site Service 4-Hour On-Site Service 2-Hour On-Site Service
Availability monday to friday
9:00am to 7:00pm (GMT+1)
7 days a week
9:00am to 7:00pm (GMT+1)
24/7

WALLIX support fast & efficient service

Our certified product experts have helped hundreds of customers install and integrate our solutions within a wide variety of environments, and will often find solutions on the first call. Where problems are more persistent, all necessary resources – including those of research and development if necessary – are brought to bear until a satisfactory resolution is found.

To help us assign the correct level of resource, customers are invited to prioritise incident severity according to the following criteria:

PRIORITY

1
System is unusable operations are interrupted
2
System is partly usable disruption is minimal
3
System is usable with little or no impact on operations