Standard support, clear and traced.
Every request is written, timestamped, acknowledged automatically and followed from one place. You know who has it, what it costs in hours, and when to expect an answer.
Boosted by AI: AI assists us, Decodr.tech decides and deploys.
New request
To
helpdesk@decodr.tech
Subject
Invoice not generated after delivery
Ticket TCK/2026/0055 opened
Acknowledgement sent automatically
One channel
One channel
Every request, in writing.
Requests are handled only by email to helpdesk@decodr.tech or through the request form of this page. A request sent from one of your company's addresses counts as a request from your company.
Not covered
Phone
Messaging
Chat
A request sent that way is not covered by the service levels. Please send it again by email or with the form.
Why in writing
Traced
Timestamped
Acknowledged automatically
Time logged on your portal
Service levels
Service levels
What you can count on.
4 business hours
Acknowledgement
Your request is acknowledged within 4 business hours.
48 business hours
Diagnosis
Diagnosis within 48 business hours of the acknowledgement.
An estimate
Resolution
Resolution depends on the complexity. An estimate comes with the diagnosis.
Mon to Fri
Business hours
9:00 to 18:00, Paris time, French public holidays excluded. Every delay counts in business hours.
These objectives come from your contract, under an obligation of means.
How a request is handled
How a request is handled
From your message to the fix.
AI assists us at the steps that need analysis. Every decision, every review and every deployment stays with Decodr.tech.
-
1
You
Request received
By email to helpdesk@decodr.tech or with the form. A ticket is created and you receive an automatic acknowledgement.
-
2
Decodr.tech
Priority set
Standard by default. When your message asks for it (urgent, ASAP, PRIORITY), we send you the priority offer: priority starts once you accept it. A critical failure always comes first.
Urgent is priority handling What is a critical failure? -
3
Decodr.tech
Estimate
AI helps us analyse the problem. Decodr.tech confirms the diagnosis and the hours needed.
AI-assisted
-
4
You
You decide
For work above 2 hours, or on a priority offer, you accept the proposal or you decline it. Under 2 hours, we go ahead with the diagnosis.
-
5
Decodr.tech
Fix and deployment
The solution is designed and analysed with the help of AI. Decodr.tech reviews it, decides and deploys.
AI-assisted
-
6
You
Ticket closed
The time shows on your time statement and on your portal.
Requests are 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?
Critical failure
What is a critical failure?
A critical failure is handled first, ahead of planned work and of other requests, at the normal rate, without any priority request, within business hours.
It is a critical failure
Production, caused by the service itself
A service we host, maintain or administer is unavailable to all or most of its users: the application or website does not respond, nobody can sign in, mailboxes cannot be reached.
Your data is corrupted, lost or exposed: corrupted database, failed or compromised backup, security breach.
It is not a critical failure
Whatever its importance for your business or its deadline
An error or defect affecting one user, one record, one document or one feature, with a workaround.
A document or file in the wrong format, or rejected by a third party.
A report, a print or an email layout.
Slowness without unavailability.
An incident in a test or any non-production environment.
An incident caused by a third party outside our control (hosting provider, network, connected platform): handled on a best-effort basis.
An incident caused by your use, data or instructions.
A data fix, import, export, configuration change or a question.
These requests follow the standard service levels.
If one cannot wait, ask for priority handling.
We qualify each request in good faith: a request reported as critical that does not match is handled as a standard request, the time spent counted normally.
Write a request
Write a request we can solve fast
A precise request is solved faster.
What happens
What you see, and what you expected instead.
Where
The URL, the screen, the document or the record.
Since when
The date it started, or the last time it worked.
Who is affected
One person, a team, or every user.
Screenshots or logs
Whatever shows the problem.
A real deadline
Only if there is one, so we can plan it.
One topic per request
A precise request means a faster resolution, and fewer hours deducted from your pack.
What counts
What counts
In your pack, and outside the subscription.
In your pack
Part of the request
Analysis, specification, documentation, tests, deployment and follow-up of a request are part of that request. They come off your development pack.
Outside the subscription
Quoted first
Work outside the subscription is quoted before it starts, and you decide.
We tell you before starting anything estimated above 2 hours.
Planned closures
Planned closures
Announced early, never a surprise.
15 days
Notice
A closure is announced at least 15 days before.
5 weeks
At most a year
Closures total up to 5 weeks a year.
Day one
After the closure
Service levels are suspended during a closure. Requests are acknowledged on the first business day after.
200%
Work during a closure
Work we accept during a closure counts at 200%.
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.