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SERVICE AGREEMENT OF IT DEPARTMENT (Helios Group)

Welcome to the IT services web site. Here you can find information on our services, SLAs and the procedure for remote support.

WHY CONTACTING US?

  • Technical issue with hardware or software.
  • Purchase of all equipment or software.
  • Open or close of a project.
  • Internet and/or telephone line (Land or IP).
  • Consulting services.
 
 
WHEN TO CONTACT US?
From Monday to Friday between
08:00 am and 05:00 pm
(Eastern Standard Time)
Priority Description Response Time
P1 Major failure:
Network, Server or Communications.
Widespread impact on all of a business unit/entity.		 As soon as possible
P2 Major incident on a PC:
On a computer, the local network or no Internet access, which has an impact on users and on regular activities of the company?		 8 hours
P3 Minor incident:
Printing, computer configuration, etc. Does not prevent the employee from working but slows down its activities.		 Best effort, 48 hours
Our engagement;
Incident resolution P1-P2
85% within 8 hours.
Requests – Best effort
Requests will be prioritized.
Availability of services;
99% from 7am to 7pm, 7 days
All planned interruptions will be communicated within 1 week even if they are outside of hours.
 
 
HOW TO CONTACT US?
  support.ti@groupehelios.com
  1 877 323-2433
  (450) 646-1903 ext. 2229
  Outside of normal working hours, leave a message.

We (IT) prioritize requests for technical support according to their urgency, while attempting to respond to your queries as soon as possible.

In the event of a major breakdown an escalation process will be triggered. The vice presidents, general managers and secretaries of all sectors will be notified by phone or email depending on the breakdown.

When someone leaves the company, IT must be notified as soon as possible.