Something cannot wait? Put it first.
Priority handling moves your request ahead of planned work. Ask for it, accept the offer in one click, and we start within 4 business hours. Standard support stays exactly as it is.
Request #1042
Fix the invoice generation before month-end
Estimate
2 h 00
Rate (business hours)
130%
Counts on your pack
2 h 36
Taken in charge
4 business hours
to take your request in charge
One click
to accept the offer, on a secure page
Nothing counted
before you say yes
How it works
How it works
Four steps. One of them is a click.
You, replying to request #1042
Hi, this one needs to be live before Monday. PRIORITY
Send
Request #1042
Fix the invoice generation before month-end
Estimate
2 h 00
Rate (business hours)
130%
Counts on your pack
2 h 36
Taken in charge
Request #1042
Fix the invoice generation before month-end
Estimate
2 h 00
Rate (business hours)
130%
Counts on your pack
2 h 36
Taken in charge
Taken in charge at 10:12
Ahead of planned work
#1042 Invoice generation
Priority
#1039 New report
Planned
#1036 Theme update
Planned
-
Ask for it
Write one of these words in your email, or reply PRIORITY to your request at any time. We then send you the offer.
urgent urgence ASAP emergency PRIORITY -
Read the offer
The work, the estimate, the rate and the hours it counts on your pack. All shown before anything starts.
-
Accept in one click
On a secure page, within 24 hours. A confirmation email follows.
-
It comes first
Taken in charge within 4 business hours (Monday to Friday, 9:00 to 18:00 Paris time), ahead of planned work. Once done, later logs return to the normal rate.
Rates
Rates
See what it counts, before you ask.
Priority time is counted on your development pack hours, or invoiced outside a pack. The offer shows the exact figure first.
130%
Monday to Friday, 9:00 to 18:00 (Paris time)
200%
Evenings, weekends, French public holidays, when we can take it on
1 h
Minimum per request
Work needed
2 h 00
Standard
2 h 00
With priority
2 h 36
+ 0 h 36 on your pack, and your request comes first.
Your choice
Your choice, request by request
Standard stays the same. Priority is there when you need it.
Included
Standard handling
- Acknowledged within 4 business hours
- Diagnosed within 48 business hours
- Handled in order of arrival
- A critical failure (service unavailable, or data lost or corrupted) is handled first, at the normal rate. A document in the wrong format, a bug on one record or a deadline is not one: ask for priority handling. What is a critical failure?
On request
Priority handling
- Taken in charge within 4 business hours of your yes
- Ahead of planned work
- Every figure shown in the offer first
- Each log keeps its own rate on your time statement
You stay in control
You stay in control
Simple rules, no surprise.
Nothing before your yes
No time is counted until you accept the offer. An acceptance from one of your company's addresses counts for your company: tell us in writing who may not accept.
Our defects, never
Fixing a defect on our side is never handled as priority.
Every log visible
Your time statement shows the rate of each log.
A straight answer
We may decline a priority request when our workload or availability does not allow it. It is then handled within the standard service levels.
Send a request
Send a request
Tell us what you need.
Standard or priority, you choose. A ticket opens as soon as you send it.
Monday to Friday, 9:00 to 18:00 (Paris time)
We are open. A priority request accepted now is taken in charge by 15:40 (Paris time).
We are closed now. Next business hours: Monday 9:00 (Paris time).
Priority time counts on your development pack. Nothing is counted before you accept the offer.
One channel: helpdesk@decodr.tech or this form. Phone, messaging and chat are not covered.