Find answers to the most common questions before choosing a support plan.
What types of organisations do you support?
I support tradespeople, retailers, professional practices, associations, small local authorities and small businesses with 2 to 30 users that do not have an in-house IT department.
Do you work remotely or on site?
Both. Most everyday requests can be resolved remotely, reducing response times. On-site visits are arranged according to the geographical area, the contract and the priority level.
What is Atera?
Atera is the platform used to monitor equipment, centralise the inventory, receive alerts, track patches and tickets, and provide remote assistance. It helps identify certain issues before they interrupt your work.
How are backups set up?
ABB backups for compatible workstations are scheduled under the quotation. Backup is optional with Essentiel and included with Sérénité and Pilotage. Pilotage includes periodic restore testing under the contract. Initial setup and optional off-site copies are quoted separately.
Is a backup on a NAS enough?
Not always. A single copy stored on the same premises may be affected by theft, physical damage or a cyberattack. The appropriate level of protection depends on the value of the data, the available budget and the required recovery time.
Is support unlimited?
No. Essentiel includes 1 hour, Sérénité 3 hours and Pilotage 6 hours of remote support each month. Incident restorations are separately charged at €65 net per hour under an accepted quotation, outside included hours. Hardware and recovery media are supplied by the customer.
Do the stated times refer to resolution?
No. They indicate the target initial response during the service hours defined in the contract. Resolution time depends on the nature of the incident, equipment availability and, in some cases, third-party suppliers.
Do the displayed prices include VAT?
The amounts shown are the net amounts payable. VAT is not applicable pursuant to Article 293 B of the French General Tax Code, subject to continued eligibility for the French VAT exemption scheme.
How does a working relationship begin?
A free 30-minute introductory discussion helps clarify your requirements. Where necessary, an initial audit then establishes the inventory, risks, priorities and contract scope. Its price is provided before any work begins.
Do you work only in Charente?
Local on-site services are provided around Roussines, mainly in Charente and within a radius of approximately 50 kilometres. Remote support may also be available beyond this area.
Is your question not listed here?
Contact me and describe your requirements.
Is restoration included in the monthly price?
Restoration is available as part of the backup service, but incident restoration work is separately charged at €65 net per hour in 30-minute increments, subject to an accepted quotation. The periodic test under Pilotage remains included.
Do I purchase hardware from you?
Equipment and media are not included: the customer must supply the NAS, backup disks and recovery media (USB drives, CDs/DVDs). No hardware is sold or supplied.
Do you recover data from failed drives?
No. Restoration uses available usable backups. Recovery from failed storage media is not offered.