Welcome to the Support & Services area

Support access and contact details

You have several options for reaching Systancia support services. Methods vary according to the service in question.

Web-based support
If you have an active support contract, you can reach Systancia support services by sending an email to support@systancia.com or by submitting your request directly on line: Click here to Contact Systancia support

Once your support request has been filed, an incident number (ID-XXXX-XXXX) is assigned to it. Please use this incident number when communicating with Systancia about this specific technical problem. The initial response times for Systancia's technical support engineers will vary according to the general terms and conditions of your support package.

Telephone support
Systancia technical support is open from 8:30am to 6:00pm (GMT+1) from Monday to Thursday, and from 8:30am to 5:00pm on Friday, apart from public holidays.

To report a technical incident during working hours, please telephone +33 (0)3 89 33 58 26. You will then be put through to an engineer who will log your incident and start work on resolving it. In the event that our technical support experts are busy serving other clients, please leave a detailed message stating your name, the name of your company, the telephone number on which you can be contacted or your mobile number, and where applicable, the incident number ID-XXXX-XXXX (if the call is related to an open support request).

Developing a good working relationship with technical support

Here are a few recommendations to help ensure your request is processed as efficiently as possible.

Always supply complete, accurate technical information about your setup
Irrespective of the actual troubleshooting process, the speed of the solution depends on the accuracy of the information you supply us with.

Before installing Systancia products, we recommend that you read the installation and deployment recommendations, and any other technical documentation which applies to your setup. We also suggest that you produce a careful, detailed specification of your project plans. This specification should also include lengths of quality control tests, as well as a "disaster" plan informing your administrators how to contact the suppliers of the software in question.

Assign appropriate, certified staff to deploy your infrastructure
Support staff assigned with the task of installing Systancia products must be able to demonstrate experience in the deployment, operation and maintenance of software, desktops, servers, operating systems and networks before being authorised to install Systancia software. If you need assistance, pre-sales engineers are at your disposal to identify and advise you on the most suitable solution for your setup.

Train your support staff and administrators.
Our experience is that clients who invest in Systancia training programmes for their staff are far more effective in detailing the symptoms of technical problems and in playing an active part in their resolution.

If you would like more information about Systancia training packages, please contact your Systancia sales contact or send an email to info@systancia.fr.

Method of submitting a support request, and stages in the technical support reply

Technical issue is logged
A Systancia technical engineer answers the phone call or processes the email, then logs the issue in a CRM program (date, time, setup, issue, etc.) and diagnoses the technical problem with a view to resolving the incident. Our CRM system stores a historical log of calls made by our clients and the various problems encountered, which enables each incident to be followed up efficiently.

"Ticket open" confirmation is issued
Once a new incident has been logged, an email will be sent with an incident ID number (ID-XXXX-XXXX).

Problem is examined and diagnosed
In the event that the problem cannot be reproduced or diagnosed, the reply may suggest actions to be taken to help with the diagnosis, and may also request additional information. In some cases, the confirmation will be included along with the initial "incident logged" notification. For some systems, the technical engineer may opt to take control remotely (if he has the necessary privileges to do so).

Incident is closed out
An email confirming closeout of the incident will be sent to you, accompanied by an email report according to the nature of the incident.

Client satisfaction
The quality of Systancia technical support has an essential part to play in shaping the experience of our AppliDis clients  We want you to be satisfied with our products. The effectiveness of our technical support is evaluated regularly, as is the performance of our team against specific customer satisfaction criteria and targets.

If you have any questions about Systancia training packages, or if you would like more details, please contact your Systancia sales contact or send an email to info@systancia.fr.

Systancia support teams

Systancia technical support provides support for users (either partners, or clients with a direct support contract) Our technical support department provides our experts with a variety of tools for providing support via telephone or email. Its resolution commitments also require it to ensure that no requests are lost or left unanswered.