Support & Maintenance
An immediate response to your business continuity challenges
Because good support is not limited to resolving incidents, but to preventing, supporting and helping you progress, we have implemented a responsive, structured system accessible 24/7.
Thanks to a proprietary ticketing system, 24/7 on-call support, and a contractual Quality Assurance Plan, every request benefits from fast handling, clear tracking, and a documented resolution.
Secure your operationsResponsive support focused on your business priorities
Forget outsourced hotlines. At Solusquare, every request is handled by a dedicated team, fully familiar with your tools, challenges and processes.
The support platform, developed in-house and used for over 20 years, has already made it possible to process more than 50,000 tickets — from critical incidents to functional suggestions.
Available 24/7, the portal centralizes all your requests (bugs, questions, enhancements...) in French, English, or other languages thanks to an integrated translation module.
Already using a ticketing solution (Mantis, ...)? Interconnection is possible via the Connected office APIs.
The support platform, developed in-house and used for over 20 years, has already made it possible to process more than 50,000 tickets — from critical incidents to functional suggestions.
Available 24/7, the portal centralizes all your requests (bugs, questions, enhancements...) in French, English, or other languages thanks to an integrated translation module.
Already using a ticketing solution (Mantis, ...)? Interconnection is possible via the Connected office APIs.
A clear process for every request
From the moment it is created, each ticket is time-stamped, categorized by type (incident, enhancement, question, business request, etc.) and integrated into a formalized processing workflow.
An initial analysis is carried out quickly by a support representative, with immediate prioritization in the event of on-call duty. The relevant modules are identified, and a discussion may be initiated to refine the diagnosis if necessary.
The ticket is then assigned to the most appropriate team, and an estimated resolution timeframe is communicated. Notifications accompany each step: receipt, qualification, fix or workaround. All exchanges are logged to ensure full traceability.
Objective: no request left aside, no processing without visibility.
24/7 on-call duty: immediate action in the event of a crisis
In the event of a blocking incident, the on-call team takes over without delay. 97% of critical alerts are handled in under 30 minutes on average, even when they involve third-party partners.
A real-life case
On a Saturday evening at 11:52 p.m., an abnormal surge in orders (between €0 and €5) is detected on a website. At 11:58 p.m., the root cause is identified: a misconfigured promo code leaked on a deal-sharing website.
In less than 15 minutes, more than 10,000 orders were placed. Once the cause is identified, the on-call team blocks the coupon, suspends the affected orders, and alerts logistics.
Starting Monday, unshipped orders are cancelled or refunded, and customers are informed.
Result: a contained impact, a protected client, and an avoided overload for their teams.
In less than 15 minutes, more than 10,000 orders were placed. Once the cause is identified, the on-call team blocks the coupon, suspends the affected orders, and alerts logistics.
Starting Monday, unshipped orders are cancelled or refunded, and customers are informed.
Result: a contained impact, a protected client, and an avoided overload for their teams.
A quality and incident management approach driven by performance
Quality is managed over time, which is why support benefits from a comprehensive framework combining project governance and continuous technical monitoring to anticipate risks and ensure optimal operation at all times.
Quality management & continuous transparency
The monitoring of actions, incidents and changes is based on a shared governance framework, combining steering committees, dashboards and consolidated indicators. Everything is tracked, historized and communicated to ensure a clear, shared view at every stage of the project.
Active supervision & 24/7 anticipation
The entire infrastructure is continuously supervised by an internal system. It identifies more than 93% of incidents before they have any impact, thanks to real-time monitoring, as well as delayed monitoring through automatic analysis of past events - a true bulwark against cyberattacks.
These commitments are formalized in a Quality Assurance Plan (QAP) and a Service Agreement, which define response times, priorities and incident types, and include contractual penalties in the event of non-compliance.
Your feedback matters — truly
Every idea, piece of feedback, or expressed need can help evolve the platform.
Some requests directly feed into the product roadmap, co-built with our user community to meet real, on-the-ground needs.
Whether it’s a specific enhancement or a one-off adjustment, our teams support you with scoping, analysis, estimation, or integration into the standard roadmap.
Some requests directly feed into the product roadmap, co-built with our user community to meet real, on-the-ground needs.
Whether it’s a specific enhancement or a one-off adjustment, our teams support you with scoping, analysis, estimation, or integration into the standard roadmap.
