How to contact us?

Sales department By e-mail: sales@ikoula.com
By ticket via the Extranet: https://extranet.ikoula.com
By telephone (direct line): +33 184 010 250
From Monday to Thursday: 9:00am to 6:00pm Friday : 9:00am to 5:00pm

Accounting departmentCUSTOMERS: By ticket via the Extranet: https://extranet.ikoula.com
SUPPLIERS: By e-mail: suppliers@ikoula.com
From Monday to Friday: 9:00am to 6:00pm

Technical support according to levels of service

Level of service		Without any level of service	SILVER(1) General monitoring	GOLD(1) Co-management	PLATINUM(1) Complete management of services
Technical support – ticket	Preferred: via the extranet https://extranet.ikoula.com In the event of a major incident, complete the opening of the ticket with a call to support	From Monday to Friday: 7:00am to 11:00pm Saturday: 9:00am to 8:00pm Sunday: 8:00am to 7:00pm
Technical support – e-mail	support@ikoula.com	From Monday to Friday: 7:00am to 11:00pm Saturday: 9:00am to 8:00pm Sunday: 8:00am to 7:00pm
Technical Guaranteed Response Time – ticket	Working hours - Period of time required for a technician to respond to a ticket or a call at the opening hours indicated above	8 hours	6 hours	4 hours	2 hours
Managed services team – ticket	Only for customers with a Platinum Managed Services package				From Monday to Friday: 9:00am to 6:00pm
Technical support – telephone	Number available on your Extranet in the ‘Ticket management’ section: https://extranet.ikoula.com	From Monday to Friday: 9:00am to 7:00pm	From Monday to Friday: 7:00am to 11:00pm Saturday: 9:00am to 8:00pm Sunday: 8:00am to 7:00pm
Technical support – 24/7 telephone	Only for customers with a Managed Services package		Option	Option	Option
Technical Guaranteed Response Time – telephone	Period of time required for a technician to respond to a ticket or a call at the opening hours indicated above	1 hour	30 minutes	15 minutes	15 minutes
Managed services team – telephone	Only for customers with a Platinum Managed Services package				From Monday to Friday: 9:00am to 6:00pm
Hardware Guaranteed Replacement Time	Following a hardware failure that has a major impact on the quality of service	Within 24 hours to 48 hours	Within 12 hours	Within 6 hours	Within 4 hours
Monitoring	Global monitoring of infrastructure and services	24/7/365

Time zone: French CEST
https://www.ikoula.com/en/managed-application-outsourcing