Component 01 — the foundation
Technical Support Center
Support and maintenance for your UBIKA solutions, available as soon as you become a customer. Three service levels to align support with the criticality of your applications.
UBIKA Support & Maintenance
At UBIKA, we know that the performance of your solutions does not stop when they go into production. Our support and maintenance service is designed to ensure availability, security and continuous improvement over time.
Our team supports you on a daily basis to ensure the availability of your applications, websites and APIs across all our solutions. We help maintain optimal levels of performance and security.
With UBIKA, our support team provides personalized follow-up and long-term assistance to ensure your solutions evolve with your needs. We offer three support levels: Basic, Pro and Premium.
24/7 coverage applies to Severity 1 (P1) incidents: it is included for Cloud Protector customers and for WAAP Gateway customers on the Premium plan. All other requests are handled within the 8/5 service window.
Nos prestations incluent
- A support service 100% based in Montpellier, staffed by systems, network and cybersecurity engineers
- A documentation center for our users, available in French and English
- A dedicated portal available 24/7 to open and track incident tickets
- Issue correction and incident resolution
- Security updates and technical enhancements
- Support as your solution evolves
Basic, Pro or Premium
Service commitments vary depending on the solution: details are provided separately for WAAP Gateway and Cloud Protector.
Scroll horizontally to compare service levels.
WAAP Gateway Support & Maintenance Plans
| Basic Standard service window, reasonable response and resolution times, limited resources | Pro Faster response times and access to usage assistance | Premium Access to UBIKA expert resources for demanding or business-critical environments | |
|---|---|---|---|
| Service requests | |||
| Access to the ticketing platform + service hours |
8/5 | 8/5 | 24/7 |
| Telephone support | (1)Included under certain conditions | Included | Included |
| Hardware support | |||
| 5 years of support included for physical appliances | Included | Included | Included |
| RMA | D+2 | D+1 (2) | D+1 (2) |
| Response times (production environment) | |||
| Severity 1: Urgent | 2 business hours | 1 business hour | < 1 hour |
| Severity 2: High | 4 business hours | 2 business hours | 2 business hours |
| Severity 3: Medium | 1 business day | 4 business hours | 4 business hours |
| Severity 4: Low | 2 business days | 8 business hours | 8 business hours |
| UBIKA resources | |||
| Knowledge base, FAQ, online documentation | Included | Included | Included |
| Dedicated Technical Account Manager | Not included | Not included | Included |
| Training | Not included | 2 online training courses per year (3)valid for 3 months, lab included | 4 online training courses per year (3)valid for 6 months, lab included |
(1) Only for Severity 1 (P1) incidents.
(2) Shipping costs included, provided that the information required to validate the diagnosis has been supplied.
(3) One training course = one user.
Cloud Protector Support Plans
| Basic Standard service window, reasonable response and resolution times, limited resources | Pro Faster response times and access to usage assistance | Premium Access to UBIKA expert resources for demanding or business-critical environments | |
|---|---|---|---|
| Service requests | |||
| Hotline access: P1 — infrastructure unavailable | 24/7 | 24/7 | 24/7 |
| Hotline access: services (e.g. configuration) or incidents other than P1 | 8/5 | 8/5 | 8/5 |
| Telephone support | (1)Included under certain conditions | Included | Included |
| Ticket coverage | |||
| Technical | Included | Included | Included |
| Number of configuration / usage tickets per year (2) | Not included | 5 | 10 |
| Response times (production environment) | |||
| Severity 1: Urgent | 2 business hours | 1 business hour | < 1 hour |
| Severity 2: High | 4 business hours | 2 business hours | 2 business hours |
| Severity 3: Medium | 1 business day | 4 business hours | 4 business hours |
| Severity 4: Low | 2 business days | 8 business hours | 8 business hours |
| UBIKA resources | |||
| Knowledge base, FAQ, online documentation | Included | Included | Included |
| Dedicated Technical Account Manager | Not included | Not included | Included |
| Training | Not included | 2 online training courses per yearvalid for 3 months | 4 online training courses per yearvalid for 6 months |
(1) Only for Severity 1 (P1) incidents.
(2) Per environment. Cannot be carried over from one year to the next.
Key figures on incident handling and customer satisfaction in 2025
At UBIKA, the first response is not automated: it already includes an initial analysis of the situation.
Compliance with GTI intervention time commitments.
At UBIKA, customer satisfaction is at the heart of everything we do. The quality of our technical support is an essential part of this commitment.
This is why we pay close attention to maintaining excellent satisfaction metrics when tickets are closed.
Have a question about your support level?
Our Customer Care team helps you choose the service level best suited to the criticality of your applications.