What is covered
your contract.
A support contract is not insurance: it is a commitment to availability and response times, tailored to the cost of an hour of downtime for your business. Three formulas, four severity levels, and response times written in black and white further down this page.
FORMULAS
Essential · Production · 24/7 Production
AMPLITUDE
From business hours to 24/7
NOT COVERED
Modules, major migrations, hardware
DEADLINES
30 min at level 4, 2 h at level 3
01 — The formulas
Three levels of coverage.
Essential
Support during business hours, remote maintenance, bug fixes. For operations that can tolerate overnight wait times with no commercial impact.
— Business hours hotline
— Secure remote maintenance
— Publisher fixes
Production
The Essential package, plus on-call support covering your closing slots and a guaranteed response time. The most common option for daily press.
— On-call support during your production slots
— Contractual response time
— Version tracking and upgrades
24/7 Production
Permanent coverage, including nights, weekends, and holidays, with automatic escalation to the publisher. For sites where downtime is not an option.
— 24/7, 365 days a year
— Automatic publisher escalation
— Annual facility review
The lead times published below are those of our current contracts. The exact scope—sites, products, time slots—is set in the contract, on an installation-by-installation basis.
02 — Turnaround time commitments
What "24/7" actually means, in minutes.
Four severity levels, defined in the contract. The level is assigned by you, in agreement with us — not decided unilaterally upon receiving the call. Here are the resolution times we commit to.
LEVEL
WHAT THAT MEANS IN PRODUCTION
SUPPORT
COVERAGE
01
Information request or search. Minimal impact, under 5% of nominal performance.
5 business days
Business days, 9 a.m. – 6 p.m.
02
Malfunction that causes inconvenience without being critical. Degradation of approximately 10%, with no impact on your ability to produce.
2 business days
Business days, 9 a.m. – 6 p.m.
03
Congestion or degradation of about 25%. It's still running, but no longer at the expected pace.
2 hours
24/7, 365 days
04
The service is completely inoperative. The log is not being generated.
30 minutes
24/7, 365 days
If the incident is not resolved within this timeframe, a workaround is put in place: one hour in total for level 4, four hours for level 3. Nominal performance is measured in pages processed per hour, and is verified by a joint audit — not by self-declaration.
Two hotlines for critical incidents: ours in France, which is preferred, and the publisher's in the United States, which you can call directly. Both are open 24/7/365.
03 — What is not inside
Might as well say it right away.
A support contract covers maintaining the system in an operational state. It does not cover projects such as adding modules, changing presses, major version migrations, or reconfiguring settings after a reorganization of your editions. These tasks are invoiced separately, and we prefer to state this before signing rather than when the invoice is issued.
How much does an hour of downtime cost you?
This is the only number that determines the right formula. We calculate it with you before proposing a level of service.
Request a proposal ↗