Support Pack

The Support Pack from IT1 Connect is an after-sales hours credit, designed for troubleshooting and adjustments on your infrastructure already deployed by our teams, with no new quote for each request. Available in 4, 8, 12 or 24 hours.

It is aimed at infrastructures commissioned by IT1 Connect (Stormshield and Fortinet firewalls, OmniSwitch switches, Stellar Wi-Fi access points) and guarantees fast handling by an engineer who already knows your environment.

What the pack includes

• A credit of technical support hours, divisible across as many service calls as needed
• Secure remote service call (VPN, SSH, vendor console)
• Direct handling by your IT1 Connect contact, with no new quote and no commercial scoping
• Detailed report and tracking of corrective actions
• The larger the volume of hours, the more advantageous the hourly rate

Typical use cases

• One-off or recurring incidents on equipment installed by IT1 Connect
• Changes to firewall rules, addition of users or VPN tunnels
• Scheduled firmware updates and post-deployment checks
• Wi-Fi, VLAN and QoS configuration adjustments
• Network fault diagnosis and support with the return to service

Choosing the right volume

• 4 hours: one-off needs, complement to commissioning.
• 8 hours: a comfortable volume for several troubleshooting operations over the year.
• 12 hours: extended after-sales support, a named IT1 Connect contact for the duration of the pack and priority handling.
• 24 hours: recurring follow-up over the year, with the best hourly rate.

The Support Pack covers troubleshooting and minor adjustments. For a major change (migration or redesign of a firewall policy, deployment of a new site, multi-site project), a dedicated quote is required: these operations fall under a project service, not under the after-sales credit.

Validity: 12 months from the date of purchase. Any credit not used at the end of this period is forfeited.