Emergency Support - Support Time and Availability
If you have an effective Service Level Agreement that has directed you to this page, please note that Valtech Canada inc. (“Valtech”) provides clients with a 24/7 support service and our normal business hours are Monday to Friday, 8 AM to 5:30 PM EST. Our help desk is located in the Province of Quebec, Canada. Our team provides support both in French and English.
Outside normal business hours, a virtual team is on-call and a night resource is always available to respond to any emergency communicated by the client. A minimum of 4 hours is invoiced for any emergency requiring an intervention outside normal business hours.
Method of Communication
For any situation considered critical or a major emergency, you can contact our emergency team via commerce-emergency@valtech.com. Sending an email to this address triggers an alert to our support team members. A follow-up will be made, helping our team and yours stay up to date. If a task is required on our part, a Jira Ticket will be opened so the new task can be addressed.
You can also reach our team during normal business hours by phone:
Phone: 450-979-7620 option 2
Toll-Free: 1 877 979-2276
Priority Level Definition and Associated Targets
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Priority Level Definition |
Estimated response time |
Time expected for resolution |
Preferred Communication Method |
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Outside of business hours |
During business hours |
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1. Fatal Emergency Incident causing a complete or significant degradation of a functionality or solution delivered by Valtech resulting in the interruption of a transactional process or causing a significant financial impact to the Client.
Ex. The website or system is down, the cart doesn’t work, etc. |
1 hour |
15 minutes |
No more than 4 hours to restore the server.
A more in-depth time estimate will be given upon reception of the message. A reasonable delay must be accorded to our team as they work to resolve the problem.
If a third party is involved, they will be sent an emergency ticket. |
Communicate via commerce-emergency@valtech.com |
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2. Critical Emergency Incident that is not a Fatal Emergency, but causes partial or limited degradation of a functionality or solution delivered by Valtech, or for which a workaround exists so that the transactional process can continue normally.
Ex. A product category isn’t displaying, a product is available for 0$, etc. |
30 minutes |
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3. Minor Issue Incident that is neither a Fatal or Critical Emergency, but causes minor or cosmetic degradation of a functionality or solution delivered by Valtech.
Ex. A redirection doesn’t work, an attribute isn’t displaying correctly, etc. |
N/A |
4 hours |
If necessary, following our team’s analysis, a time and budgetary estimate will be provided. |
Communicate with your assigned development team via Jira |
Resolved Issues
After solving a problem, the Jira ticket is closed and is marked as permanently solved. You will also be provided an incident report for fatal or critical emergencies. This report will be prepared by our emergency team and/or those involved with addressing and resolving the issue. It will be sent via Confluence or Jira within 5 business days following the incident.