{"id":7188,"date":"2020-08-20T05:16:01","date_gmt":"2020-08-20T03:16:01","guid":{"rendered":"https:\/\/mu.it-cyberwall.com\/support\/"},"modified":"2026-10-18T20:08:13","modified_gmt":"2026-10-18T18:08:13","slug":"assistance","status":"publish","type":"page","link":"https:\/\/mu.it-cyberwall.com\/en\/assistance\/","title":{"rendered":"Support"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7188\" class=\"elementor elementor-7188 elementor-6637\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-3549729 elementor-section-full_width banner-four elementor-section-height-default elementor-section-height-default\" data-id=\"3549729\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3c72047\" data-id=\"3c72047\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2080665 elementor-widget elementor-widget-banner-two-widget\" data-id=\"2080665\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"banner-two-widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n        <div class=\"banner-area banner-area-two\">\r\n\t\t\t<div class=\"d-table\">\r\n\t\t\t\t<div class=\"d-table-cell\">\r\n\t\t\t\t\t<div class=\"container-fluid\">\r\n\t\t\t\t\t\t<div class=\"row align-items-center\">\r\n                                                            <div class=\"col-lg-6\">\r\n                            \t\t\t\t\t\t\t\t<div class=\"banner-text text-left\">\r\n\t\t\t\t\t\t\t\t\t<span  class=\"wow fadeInDown\" data-wow-delay=\"1s\"><\/span>\r\n\r\n                                    <h1  class=\"wow fadeInLeft\" data-wow-delay=\"1s\">Technical help as soon as your teams need it<\/h1>\r\n\r\n                                    <p>A single entry point and three support levels: from everyday questions to technical diagnosis, right up to fixes in our applications.<\/p>\r\n                                    <div class=\"banner-btn  wow fadeInUp \" data-wow-delay=\"1s\">\r\n                                                                                                                                    <a target=\"_blank\" href=\"https:\/\/mu.it-cyberwall.com\/en\/contact\/#formulaire\" class=\"default-btn\">\r\n                                                Describe my needs                                                <\/a>                                        \r\n                                                                                                                                    <a target=\"_blank\" href=\"#offres\" class=\"default-btn active\">\r\n                                                See what is included                                                <\/a>                                                                            <\/div>\r\n\r\n\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\r\n                                                            <div class=\"col-lg-6\">\r\n                                    <div class=\"banner-site-img  wow fadeInDown \" data-wow-delay=\".6s\">\r\n                                        <img decoding=\"async\"  src=\"https:\/\/www.it-cyberwall.com\/wp-content\/uploads\/2024\/04\/Fichier-8.png\" alt=\"image\"\/>\r\n                                    <\/div>\r\n                                <\/div> \t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t<\/div>\r\n        <\/div>\r\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-01794e0 performance-area bg-none pb-70 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"01794e0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-79d4709\" data-id=\"79d4709\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-162c72d elementor-widget elementor-widget-Section\" data-id=\"162c72d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"section-title text-center\">\r\n                    \r\n                    <h2>A personalised, expert service<\/h2>\r\n\r\n                    <p>Personalised handling and fast resolution, so that you can stay focused on your business. For tradespeople, retailers, SMEs and mid-sized companies, with or without in-house IT staff.<\/p>                <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-5601c31\" data-id=\"5601c31\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9301171 elementor-widget__width-initial elementor-widget elementor-widget-Vaximoservicebrochures\" data-id=\"9301171\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Vaximoservicebrochures.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n        <div class=\"download-file\">\r\n                            <h3>Information brochure<\/h3>\r\n            \r\n                            <ul>\r\n                                            <li>\r\n                            <a href=\"https:\/\/www.it-cyberwall.com\/pub\/ITCW_Assist_FR_001.pdf\" target=\"_blank\">\r\n                                Download\r\n                                                                                                            <i class=\"bx bxs-file-pdf\"><\/i>\r\n                                                                                                <\/a>\r\n                        <\/li>\r\n                                    <\/ul>\r\n                    <\/div>\r\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1d242c0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1d242c0\" data-element_type=\"section\" data-e-type=\"section\" id=\"offres\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a358886\" data-id=\"a358886\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-19dcbc6 elementor-widget elementor-widget-Section\" data-id=\"19dcbc6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"section-title-six text-center\">\r\n                                            <span class=\"top-title\">Our support levels<\/span>\r\n                    \r\n                    <h2>Three levels, one single entry point<\/h2>\r\n\r\n                    <p>Assistance and technical support refer to the same service. Your request is handled at the right level, without you needing to know which one.<\/p>                <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4e914e2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4e914e2\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33.333 elementor-inner-column elementor-element elementor-element-0144466\" data-id=\"0144466\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f6bc377 elementor-widget elementor-widget-heading\" data-id=\"f6bc377\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Level 1<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cd366ca elementor-widget elementor-widget-heading\" data-id=\"cd366ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">First contact and common problems<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d937d86 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"d937d86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Receiving and qualifying the request<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Known procedures and routine operations<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Resolving simple problems<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Escalation to level 2 as soon as technical analysis is needed, with the user, the environment, the checks already made and their results: you do not have to explain everything again<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33.333 elementor-inner-column elementor-element elementor-element-3bed220\" data-id=\"3bed220\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8a41250 elementor-widget elementor-widget-heading\" data-id=\"8a41250\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Level 2<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8866252 elementor-widget elementor-widget-heading\" data-id=\"8866252\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Technical diagnosis and fixes<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-65aa1dd elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"65aa1dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Technical diagnosis, log analysis, reproducing the problem<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Configuration, fix or documented workaround<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">For third-party software, level 2 remains your contact and liaises with the publisher, integrator or supplier if needed<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33.333 elementor-inner-column elementor-element elementor-element-451616a\" data-id=\"451616a\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c00b493 elementor-widget elementor-widget-heading\" data-id=\"c00b493\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Level 3<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9dfc387 elementor-widget elementor-widget-heading\" data-id=\"9dfc387\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Development<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-82d7d11 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"82d7d11\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Only for an application developed and maintained by D\u00e9dicace Software<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Code analysis and fix<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Enhancements, after a quote<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Level 3 does not carry out the initial diagnosis and does not modify third-party code<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-926ca0a elementor-widget elementor-widget-text-editor\" data-id=\"926ca0a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<style>.itcw-g{max-width:900px;margin:0 auto;font-size:17px;line-height:1.65;color:#2b2f3a}.itcw-g h2{margin-top:10px}.itcw-g .tw{overflow-x:auto;margin:18px 0}.itcw-g table{width:100%;border-collapse:collapse;font-size:15px;min-width:640px}.itcw-g th,.itcw-g td{border:1px solid #e3e6ee;padding:10px 12px;vertical-align:top;text-align:left}.itcw-g thead th{background:#0E0129;color:#fff}.itcw-g tbody th{background:#F6F7FA;font-weight:600}.itcw-g .box{background:#F6F7FA;border-left:4px solid #DE3241;padding:16px 20px;border-radius:6px;margin:18px 0}.itcw-g .box.ok{border-left-color:#2C9703}.itcw-g sup a{text-decoration:none;font-weight:600}.itcw-g ol.src li{margin-bottom:8px;font-size:15px;word-break:break-word}.itcw-g .note{font-size:14px;color:#6b7080}.itcw-g .toc a{display:inline-block;margin:4px 10px 4px 0}<\/style><div class=\"itcw-g\"><div class=\"box\"><p><strong>Level and priority are two different things.<\/strong> The level depends on the nature of the problem; the priority only sets the response target provided for in your specific terms.<\/p><ul><li>A critical incident can stay at level 1 if the procedure is known.<\/li><li>An isolated issue can be handled at level 2 with low priority.<\/li><li>A reproducible defect in D\u00e9dicace Software code can be at level 3 with critical priority.<\/li><\/ul><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8fb1db6 elementor-widget elementor-widget-text-editor\" data-id=\"8fb1db6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>What about managed services?<\/strong> Support for the servers and equipment included in your managed services contract is included. Outside that scope, support is subscribed separately. <a href=\"https:\/\/mu.it-cyberwall.com\/en\/infogerance\/\">See managed services<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-bff1c99 pricing-area elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"bff1c99\" data-element_type=\"section\" data-e-type=\"section\" id=\"tarifs\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-89bbc34\" data-id=\"89bbc34\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3a1f2a1 elementor-widget elementor-widget-Section\" data-id=\"3a1f2a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"section-title text-center\">\r\n                    \r\n                    <h2>Level 1 prices<\/h2>\r\n\r\n                    <p>The prices below apply to level 1 support: \u20ac60 excl. VAT for the first hour, then a decreasing rate. Tickets in packs can be carried over for one month. If you already use our cybersecurity or managed IT services, you receive an additional discount. Levels 2 and 3: please contact us.<\/p>                <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2be0e33 elementor-widget elementor-widget-Vaximo_Pricing\" data-id=\"2be0e33\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Vaximo_Pricing.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t                    <div class=\"container\">\n                <div class=\"row\">\n                                                                    <div class=\"col-lg-4 col-sm-6\">\n                            <div class=\"single-pricing  text-center\">\n                                <div class=\"pricing-content\">\n                                    <h3>Support ticket<\/h3>\n                                    <div class=\"itcw-price\">\n                                        \u20ac60 excl. VAT                                                                                    <sub>\/ Premi\u00e8re heure<\/sub>\n                                                                            <\/div>\n                                <\/div>\n\n                                <ul>\n                                                                                                                        <li><i class=\"bx bx-check\"><\/i> One request per ticket<\/li>\n                                                                                                                                                                <li><i class=\"bx bx-check\"><\/i>  Remote control<\/li>\n                                                                                                                                                                <li><i class=\"bx bx-check\"><\/i>   Access to the support portal<\/li>\n                                                                                                                                                                <li><i class=\"bx bx-check\"><\/i>  Decreasing rate after 1 h<\/li>\n                                                                                                            <\/ul>\n                                                                                                            <a target=\"_blank\" href=\"https:\/\/mu.it-cyberwall.com\/en\/contact\/#formulaire\" class=\"default-btn\">Request a ticket<\/a>                                                                \n                            <\/div>\n                        <\/div>\n                                                                    <div class=\"col-lg-4 col-sm-6\">\n                            <div class=\"single-pricing  active text-center\">\n                                <div class=\"pricing-content\">\n                                    <h3>10-ticket pack<\/h3>\n                                    <div class=\"itcw-price\">\n                                        \u20ac570 excl. VAT                                                                                    <sub>\/ Par Mois<\/sub>\n                                                                            <\/div>\n                                <\/div>\n\n                                <ul>\n                                                                                                                        <li><i class=\"bx bx-check\"><\/i> Tickets can be carried over 1 month<\/li>\n                                                                                                                                                                <li><i class=\"bx bx-check\"><\/i>  10 one-hour tickets included<\/li>\n                                                                                                            <\/ul>\n                                                                                                            <a target=\"_blank\" href=\"https:\/\/mu.it-cyberwall.com\/en\/contact\/#formulaire\" class=\"default-btn\">10-ticket pack quote<\/a>                                                                \n                            <\/div>\n                        <\/div>\n                                                                    <div class=\"col-lg-4 col-sm-6 offset-sm-3 offset-lg-0\">\n                            <div class=\"single-pricing  text-center\">\n                                <div class=\"pricing-content\">\n                                    <h3>15-ticket pack<\/h3>\n                                    <div class=\"itcw-price\">\n                                        \u20ac810 excl. VAT                                                                                    <sub>\/ Par Mois<\/sub>\n                                                                            <\/div>\n                                <\/div>\n\n                                <ul>\n                                                                                                                        <li><i class=\"bx bx-check\"><\/i> Tickets can be carried over 1 month<\/li>\n                                                                                                                                                                <li><i class=\"bx bx-check\"><\/i>  15 one-hour tickets included<\/li>\n                                                                                                            <\/ul>\n                                                                                                            <a target=\"_blank\" href=\"https:\/\/mu.it-cyberwall.com\/en\/contact\/#formulaire\" class=\"default-btn\">15-ticket pack quote<\/a>                                                                \n                            <\/div>\n                        <\/div>\n                                    <\/div>\n            <\/div>\n         \n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9383557 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9383557\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e79406a\" data-id=\"e79406a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8de1db0 elementor-widget elementor-widget-Section\" data-id=\"8de1db0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"section-title-six text-center\">\r\n                                            <span class=\"top-title\">How it works<\/span>\r\n                    \r\n                    <h2>From request to resolution<\/h2>\r\n\r\n                                    <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d27262 elementor-widget elementor-widget-serve-card\" data-id=\"3d27262\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"serve-card.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t<div class=\"container\">\r\n\t\t\t\t<div class=\"row\">\r\n                                            <div class=\"col-lg-3 col-sm-6\">\r\n                            <div class=\"single-serve text-left\">\r\n                                                                    <i class=\"bx bx-conversation\"><\/i>\r\n                                \r\n                                <h3>1. Discussion<\/h3>\r\n\r\n                                <p>You tell us who needs help and with which tools.<\/p>\r\n                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-3 col-sm-6\">\r\n                            <div class=\"single-serve text-left\">\r\n                                                                    <i class=\"bx bx-search-alt\"><\/i>\r\n                                \r\n                                <h3>2. Assessment<\/h3>\r\n\r\n                                <p>We qualify the request and assign it to the right support level.<\/p>\r\n                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-3 col-sm-6\">\r\n                            <div class=\"single-serve text-left\">\r\n                                                                    <i class=\"bx bx-file\"><\/i>\r\n                                \r\n                                <h3>3. Proposal<\/h3>\r\n\r\n                                <p>Single ticket, pack or managed IT services contract: you choose, in writing.<\/p>\r\n                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-3 col-sm-6\">\r\n                            <div class=\"single-serve text-left\">\r\n                                                                    <i class=\"bx bx-rocket\"><\/i>\r\n                                \r\n                                <h3>4. Go-live<\/h3>\r\n\r\n                                <p>Access to the support portal and first requests handled.<\/p>\r\n                            <\/div>\r\n                        <\/div>\r\n                        \t\t\t\t<\/div>\r\n\t\t\t<\/div>\r\n\r\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-83da41c elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"83da41c\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3d888a2\" data-id=\"3d888a2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8c0b826 elementor-widget elementor-widget-Choose_Area\" data-id=\"8c0b826\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Choose_Area.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <section class=\"choose-area-four ptb-100\">\r\n                <div class=\"container\">\r\n                    <div class=\"row align-items-center\">\r\n                        \r\n                                                    <div class=\"col-lg-6\">\r\n                                <div class=\"choose-img\">\r\n                                    <img decoding=\"async\"  src=\"https:\/\/www.it-cyberwall.com\/wp-content\/uploads\/2025\/01\/Protection-scaled.jpeg\" alt=\"Image\"\/>\r\n                                <\/div>\r\n                            <\/div>\r\n                        \r\n                                                    <div class=\"col-lg-6 \">\r\n                                                    <div class=\"choose-wrap p-0 text-left\">\r\n                                <h2>Why choose our support?<\/h2>\r\n\r\n                                <p data-pm-slice=\"1 1 [&quot;list&quot;,{&quot;spread&quot;:false,&quot;start&quot;:478,&quot;end&quot;:957},&quot;regular_list_item&quot;,{&quot;start&quot;:478,&quot;end&quot;:647}]\">Our qualified technicians act quickly to solve your technical problems and guide you in using your devices.<\/p><p data-pm-slice=\"1 1 [&quot;list&quot;,{&quot;spread&quot;:false,&quot;start&quot;:478,&quot;end&quot;:957},&quot;regular_list_item&quot;,{&quot;start&quot;:478,&quot;end&quot;:647}]\">Whether for a one-off or a regular need, our solutions adapt to your organisation.<\/p><p data-pm-slice=\"1 1 [&quot;list&quot;,{&quot;spread&quot;:false,&quot;start&quot;:478,&quot;end&quot;:957},&quot;regular_list_item&quot;,{&quot;start&quot;:478,&quot;end&quot;:647}]\">By subscribing to our additional cybersecurity or managed IT services offers, you gain exclusive benefits on our support services.<\/p>\r\n                                <ul>\r\n                                                                            <li>\r\n                                            <i class=\"bx bx-check\"><\/i>\r\n                                            Professional expertise                                        <\/li>\r\n                                                                                <li>\r\n                                            <i class=\"bx bx-check\"><\/i>\r\n                                            Flexibility and responsiveness                                        <\/li>\r\n                                                                                <li>\r\n                                            <i class=\"bx bx-check\"><\/i>\r\n                                            Security and trust                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                                                                            <a target=\"_blank\" href=\"https:\/\/mu.it-cyberwall.com\/en\/contact\/#formulaire\" class=\"default-btn mt-30\">\r\n                                            Describe my needs                                        <\/a>                                                            <\/div>\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n            <\/section>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-4964456 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"4964456\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4087764\" data-id=\"4087764\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fba253e elementor-widget elementor-widget-Graph_Area\" data-id=\"fba253e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Graph_Area.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <section class=\"grph-area bg-color ptb-100\">\r\n\t\t\t<div class=\"container\">\r\n\t\t\t\t<div class=\"row align-items-center\">\r\n                                            <div class=\"col-lg-6\">\r\n                            <div class=\"grph-img\">\r\n                                <img decoding=\"async\"  src=\"https:\/\/www.it-cyberwall.com\/wp-content\/uploads\/2020\/08\/graph-img-1.png\" alt=\"Image\"\/>\r\n                            <\/div>\r\n                        <\/div>\r\n                    \r\n                                            <div class=\"col-lg-6 \">\r\n                    \t\t\t\t\t\t<div class=\"graph-content text-left\">\r\n\t\t\t\t\t\t\t<h2>Essential options<\/h2>\r\n\t\t\t\t\t\t\t<p class=\"p\">Remote surveillance and system monitoring tools offer significant benefits for support, mainly through their ability to detect anomalies and incidents quickly and in real time, which reduces downtime. They also allow accurate collection of performance data, making interventions more efficient and better suited to users\u2019 needs.<\/p><p class=\"p\">In addition, these tools encourage closer cooperation between departments thanks to an overview of operations, enabling faster and better-informed decisions. Finally, remote surveillance strengthens system security by constantly tracking potential threats.<\/p>\r\n                            <h3>Monitoring and remote surveillance: find out more<\/h3>\r\n               \r\n                                                                                                <a target=\"_blank\" href=\"https:\/\/mu.it-cyberwall.com\/en\/supervision-informatique\/\" class=\"default-btn\">\r\n                                        See monitoring                                    <\/a>                            \t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t<\/div>\r\n\t\t<\/section>\r\n\r\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-f2cf54f faq-area ptb-100 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"f2cf54f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5407056\" data-id=\"5407056\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0e1f735 elementor-widget elementor-widget-Section\" data-id=\"0e1f735\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"section-title text-center\">\r\n                    \r\n                    <h2>Frequently asked questions<\/h2>\r\n\r\n                    <p>Common questions about technical and user support.<\/p>                <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-acaa27e elementor-widget elementor-widget-FAQ\" data-id=\"acaa27e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"FAQ.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n            <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n                                                            <div class=\"col-lg-6\">\r\n                            <div class=\"faq-img-four\">\r\n                                <img decoding=\"async\"  src=\"https:\/\/www.it-cyberwall.com\/wp-content\/uploads\/2022\/01\/faq-img.jpg\" alt=\"Image\"\/>\r\n                            <\/div>\r\n                        <\/div>\r\n                                    \r\n                                    <div class=\"col-lg-6 \">\r\n                                    <div class=\"faq-accordion text-left\">\r\n                        <ul class=\"accordion\">\r\n                                                            <li class=\"accordion-item\">\r\n                                    <a class=\"accordion-title active\" href=\"javascript:void(0)\">\r\n                                        <i class=\"bx bx-plus\"><\/i>\r\n                                        What is the difference between support and managed IT services?                                    <\/a>\r\n                                    <div class=\"accordion-content show\">\r\n                                        <p>Support (or technical support) responds to your requests and incidents, on three levels. Managed IT services are the proactive management of your IT; they include support for the servers and equipment covered by the contract. For everything else, support is purchased separately.<\/p>\r\n                                    <\/div>\r\n                                <\/li>\r\n                                                            <li class=\"accordion-item\">\r\n                                    <a class=\"accordion-title \" href=\"javascript:void(0)\">\r\n                                        <i class=\"bx bx-plus\"><\/i>\r\n                                        How do I know which level to contact?                                    <\/a>\r\n                                    <div class=\"accordion-content \">\r\n                                        <p>You do not need to know: every request arrives at level 1, which qualifies it and passes it to level 2 if technical analysis is needed, along with everything that has already been checked.<\/p>\r\n                                    <\/div>\r\n                                <\/li>\r\n                                                            <li class=\"accordion-item\">\r\n                                    <a class=\"accordion-title \" href=\"javascript:void(0)\">\r\n                                        <i class=\"bx bx-plus\"><\/i>\r\n                                        Should I have an in-house team or outsource support?                                    <\/a>\r\n                                    <div class=\"accordion-content \">\r\n                                        <p>There is no need to choose between in-house and external: our outsourced support service is designed precisely to adapt to your organisation. Whether you already have a person or team in-house, or no dedicated support, we step in to handle all or part of the requests, according to your needs. This relieves your internal resources, ensures wider availability and gives your users a fast, professional response to every request. Outsourcing all or part of your support means benefiting from our tools, our multi-skilled team and a structured framework, without giving up the closeness of your existing teams.<\/p>\r\n                                    <\/div>\r\n                                <\/li>\r\n                                                            <li class=\"accordion-item\">\r\n                                    <a class=\"accordion-title \" href=\"javascript:void(0)\">\r\n                                        <i class=\"bx bx-plus\"><\/i>\r\n                                        How can I ensure good quality of service for my end users?                                    <\/a>\r\n                                    <div class=\"accordion-content \">\r\n                                        <p>Quality of service does not depend only on response speed, but also on how exchanges between your teams and the support service are structured. To ensure an efficient and smooth service, it is essential to follow the recommendations and good practices provided by support, to communicate openly without withholding important information, and to make it easy to access the data needed for diagnosis. Good quality of service also requires a proactive approach: anticipating recurring problems, listening to the feedback and warnings given by support, and treating suggestions for improvement as real opportunities for optimisation. It is this open, two-way collaboration that allows you to offer your end users a reliable, responsive and lasting service.<\/p>\r\n                                    <\/div>\r\n                                <\/li>\r\n                                                            <li class=\"accordion-item\">\r\n                                    <a class=\"accordion-title \" href=\"javascript:void(0)\">\r\n                                        <i class=\"bx bx-plus\"><\/i>\r\n                                        Do you guarantee the security and confidentiality of my data?                                    <\/a>\r\n                                    <div class=\"accordion-content \">\r\n                                        <p>Absolutely. Data security and confidentiality are at the heart of our commitments. Our processes are designed to meet the strictest standards, with limited and logged access, encrypted exchanges, and rigorous management of credentials and access rights. All our staff are trained in cybersecurity issues and sign confidentiality agreements. In addition, we strictly comply with the GDPR and implement security mechanisms suited to how critical your data and systems are.<\/p>\r\n                                    <\/div>\r\n                                <\/li>\r\n                                                    <\/ul>\r\n                    <\/div>\r\n                <\/div>\r\n                \r\n                            <\/div>\r\n        <\/div>\r\n            \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-979a163 project-area pb-100 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"979a163\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d6f7c2b\" data-id=\"d6f7c2b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-177073f elementor-widget elementor-widget-spacer\" data-id=\"177073f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7310b46 elementor-widget elementor-widget-Section\" data-id=\"7310b46\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"section-title text-center\">\r\n                    \r\n                    <h2>A strategic lever for performance and security<\/h2>\r\n\r\n                    <p>Support structured by levels becomes a driver of performance and security. Our articles detail its concrete benefits.<\/p>                <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30339d2 elementor-widget elementor-widget-Services_Area\" data-id=\"30339d2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Services_Area.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n        \t\t\t<div class=\"container-fluid\">\r\n\r\n                                    <div class=\"solutions-wrap owl-carousel owl-theme\">                        \r\n                                                                    <div class=\"single-solutions\" style=\"background-image:url(https:\/\/mu.it-cyberwall.com\/wp-content\/uploads\/sites\/3\/..\/..\/2025\/04\/conformite_25.jpg);\">\r\n                                        <div class=\"solutions-content text-left\">\r\n                                            <h3>A strategic lever for IT security and compliance<\/h3>\r\n\r\n                                            <p>Well-orchestrated multi-level support becomes a key player in cybersecurity and compliance, providing continuous monitoring and rapid response to risks.<\/p>\n\r\n\r\n                                                                                            <a href=\"#\" class=\"read-more\">Find out more<\/a>\r\n                                                                                    <\/div>\r\n                                    <\/div>\r\n                                \r\n                            \r\n                                                                    <div class=\"single-solutions\" style=\"background-image:url(https:\/\/mu.it-cyberwall.com\/wp-content\/uploads\/sites\/3\/..\/..\/2025\/04\/productivite-entreprise_25.jpg);\">\r\n                                        <div class=\"solutions-content text-left\">\r\n                                            <h3>How a structured support service boosts company productivity<\/h3>\r\n\r\n                                            <p>By streamlining incident management and freeing up internal teams, organised support significantly improves the company\u2019s overall productivity.<\/p>\n\r\n\r\n                                                                                            <a href=\"#\" class=\"read-more\">Find out more<\/a>\r\n                                                                                    <\/div>\r\n                                    <\/div>\r\n                                \r\n                            \r\n                                                                    <div class=\"single-solutions\" style=\"background-image:url(https:\/\/mu.it-cyberwall.com\/wp-content\/uploads\/sites\/3\/..\/..\/2025\/04\/Support-multi-expertise_25.jpg);\">\r\n                                        <div class=\"solutions-content text-left\">\r\n                                            <h3>The practical benefits of multi-expertise support for business teams<\/h3>\r\n\r\n                                            <p>Multi-expertise support meets the specific needs of each business department precisely, providing technical solutions suited to their operational context.<\/p>\n\r\n\r\n                                                                                            <a href=\"#\" class=\"read-more\">Find out more<\/a>\r\n                                                                                    <\/div>\r\n                                    <\/div>\r\n                                \r\n                            \r\n                                                                    <div class=\"single-solutions\" style=\"background-image:url(https:\/\/mu.it-cyberwall.com\/wp-content\/uploads\/sites\/3\/..\/..\/2025\/04\/Assistance_niveaux_25.jpg);\">\r\n                                        <div class=\"solutions-content text-left\">\r\n                                            <h3>Multi-level support: essential to business performance<\/h3>\r\n\r\n                                            <p>A support service structured in levels means each incident is handled at the right level of expertise, cutting delays and maximising the company\u2019s responsiveness.<\/p>\n\r\n\r\n                                                                                            <a href=\"#\" class=\"read-more\">Find out more<\/a>\r\n                                                                                    <\/div>\r\n                                    <\/div>\r\n                                \r\n                            \r\n                    <\/div>\r\n                        \r\n\t\t\t<\/div>\r\n        \r\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-b8de4c1 blog-area pb-70 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"b8de4c1\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7c60ba4\" data-id=\"7c60ba4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e5c12e4 elementor-widget elementor-widget-Section\" data-id=\"e5c12e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"section-title text-center\">\r\n                    \r\n                    <h2>Latest news from our blog<\/h2>\r\n\r\n                    <p>Our latest articles on technical support.<\/p>                <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-574be59 elementor-widget elementor-widget-Vaximo_Post\" data-id=\"574be59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Vaximo_Post.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"row\">\r\n                                    <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-15b6113 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"15b6113\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-36a687a\" data-id=\"36a687a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5fdb485 elementor-widget elementor-widget-text-editor\" data-id=\"5fdb485\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A workstation too old to repair? We help you replace it, finance it and have the old one taken back: see <a href=\"https:\/\/mu.it-cyberwall.com\/en\/parc-et-materiel\/\">IT estate and hardware<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-58e180e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"58e180e\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-260a3b5\" data-id=\"260a3b5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-62b7568 elementor-widget elementor-widget-Section\" data-id=\"62b7568\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n                    <div class=\"container\">\r\n                <div class=\"section-title-six text-center\">\r\n                                            <span class=\"top-title\">They trusted us with this problem<\/span>\r\n                    \r\n                    <h2>A client case<\/h2>\r\n\r\n                                    <\/div>\r\n            <\/div>\r\n                \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-00723f2 elementor-widget elementor-widget-text-editor\" data-id=\"00723f2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"itcw-recits one\"><div class=\"itcw-recit\"><div class=\"who\">SME with an IT team \u00b7 20 to 50 employees<\/div><h3>Extra support for the existing team<\/h3><p class=\"lbl\">The problem<\/p><p>The in-house IT team lacked expertise in certain areas and was overwhelmed. The company\u2019s projects were on hold.<\/p><p class=\"lbl\">What we did<\/p><ul><li>Expertise provided in the areas where the team was struggling<\/li><li>Level 2 support to handle complex requests<\/li><\/ul><p class=\"lbl\">What changed<\/p><p>The in-house team is relieved and focuses on day-to-day work; the company is growing without worrying about its IT.<\/p><div class=\"res\"><span>Result<\/span>Support for more than ten years<\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-065b706 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"065b706\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4561b7f\" data-id=\"4561b7f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-03c6f39 elementor-widget elementor-widget-lets-talk-widget\" data-id=\"03c6f39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"lets-talk-widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n        <div class=\"lats-talk-area ptb-100\" style=\"background-image: url(https:\/\/www.it-cyberwall.com\/wp-content\/uploads\/2023\/09\/AdobeStock_614893871-scaled.jpeg )\">\r\n\t\t\t<div class=\"container\">\r\n\t\t\t\t<div class=\"lats-talk-content text-center\">\r\n                    <h2>Let\u2019s talk about support for your teams<\/h2>\r\n                    \r\n                    <p>Tell us who needs help and with which tools. We will suggest the right plan.<\/p>\r\n                                                                        <a target=\"_blank\" href=\"https:\/\/mu.it-cyberwall.com\/en\/contact\/#formulaire\" class=\"default-btn six\">\r\n                            <i class=\"bx bx-file\"><\/i>\r\n                            Discuss my support                            <\/a>                    \t\t\t\t<\/div>\r\n\t\t\t<\/div>\r\n        <\/div>\r\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Assistance Technique Professionnelle Une Solution Fiable pour Vos Besoins Quotidiens. Que vous soyez une petite entreprise ou une organisation en pleine croissance, l\u2019assistance technique est essentielle pour garantir le bon fonctionnement de vos technologies et la productivit\u00e9 de vos \u00e9quipes. Besoin d&#039;un conseil ? Qui sommes-nous ? Un service personnalis\u00e9 et expert Avec nos services <\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_seopress_titles_title":"IT support for SMEs | IT CyberWall","_seopress_titles_desc":"Three-tier IT support for SMEs: first contact, diagnosis, development. Level 1 at \u20ac60 excl. 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