📞 Support channels
Level 2 and Level 3 support handled directly by our expert engineers.
• Portail Ticketing : 24/7
• Email Direct : dédié DSI
• Téléphone : dédié support
⏱️ Business hours
Our technical team is based in France (CET/CEST).
• Lundi - Vendredi : 09h00 - 18h00
• Astreinte : Selon niveau de contrat
• Languages: French, English
Response times (SLA)
| Severity level | Incident description | Initial response |
|---|---|---|
| P1 - Critical | Complete transcription-platform outage preventing production (major failure). | < 24 Business hours |
| P2 - Major | Significant degradation of a key feature with no immediate workaround. | < 48 Business hours |
| P3 - Minor / Standard | Technical question, configuration assistance or minor non-blocking bug. | < 3 business days |
🔄 Operational maintenance and updates
Because our customers often deploy SPIX AI Box in isolated (air-gapped) environments, all software updates and security patches are supplied as offline executable packages. IT departments retain full control over deployment schedules and version upgrades.