2 a.m.,
someone answers.
This is why our clients stay with us. A French hotline reachable at night and on weekends, secure remote maintenance on your servers, and the software publisher's support relay when it's necessary to go back to the source of the problem.
Production hotline
Open 24/7/365 for critical incidents. Under-thirty-minute response time when the service is down.
01 — How it works
Three levels, a single entrance.
Level 1
You call, we take control
A single number, a contact who knows your system. Secure remote maintenance allows direct action on your servers rather than guiding you over the phone.
Level 2
We are mobilizing the publisher
When the problem is in the product, we open the case with the ECO3 teams and follow up on it. You don't have to manage an additional relationship, nor the language barrier.
Level 3
We fix the root cause
After the incident, we look at what allowed it to happen: a setting, a version, a poorly configured workstation. The goal is to prevent it from happening again, not simply to bypass it.
Four levels of severity, from a simple inquiry to a complete outage. Response times range from five business days for an information request to thirty minutes when the service is down. Details can be found on the Contracts page.
02 — Going further
Three detailed topics.
Support contracts
What each plan covers, response time commitments, what is included, and what is billed.
See plans ↗
Migration & roadmap
Moving from NewsWay to NewsWayX, and what the publisher has planned through 2028.
See trajectory ↗
Integrations
The CtPs, RIPs, PDF preflight tools, and press systems that the workflow is already able to communicate with.
View the list ↗
Are you already a customer?
Call the production hotline directly. For everything else — quotes, scope extensions, questions about your contract — write to us.
Write to us ↗