Hours and on-call
- second and third-line support: 8 am to 7 pm, Monday to Saturday;
- out-of-hours on-call reserved for critical incidents;
- on-call billed separately: call-out fee plus hourly rate, negotiated in the partner agreement.
Support
You remain your clients' point of contact. We are your escalation level.
Your clients' first-line support stays with you. Galyct handles the platform, access, bugs, connectors and technical escalations, at second and third line. Advanced expertise is a separate engagement that you request.
Who does what
Four levels, one clear chain.
| Level | Who | Scope |
|---|---|---|
| First line | You, the partner | End-client usage, everyday questions, initial collection, commercial relationship. |
| Second line | Galyct | Console, client environment, access, bug, connector, workflow, advanced usage. |
| Third line | Galyct product and engineering | Critical bug, API, platform technical incident. |
| Expertise | The Galyct firm | Forensics, crisis, fraud, complex incident, technical legal question: on request, invoiced separately. |
Response times
Response times by criticality.
They are counted within the service hours of the relevant offer. Each partner declares its hours, public holidays, exceptional closures and time zone, which can differ from one offer to another. Galyct checks that the commercial name matches the real coverage: a "24/7" offer has to be 24/7.
| Criticality | Response time |
|---|---|
| Critical | 15 minutes |
| High | 1 hour |
| Medium | 4 hours |
| Low | 1 business day |
Monthly SLA review
- by service, by client and for the partner as a whole;
- archived report, in a partner version and an internal Galyct version;
- the client sees only its own SLAs, breaches and corrective actions;
- it can comment on or contest a breach; every contest goes to Galyct.
Mediation
An independent check, at the request of the partner or the client.
Galyct acts as the program's mediator, at no specific charge. If your client asks Galyct, you are informed automatically. In-depth technical expertise remains a separate engagement.
| Decision | Effect | Standard deadline |
|---|---|---|
| Recommendation | Advised corrective measure | 30 days |
| Mandatory compliance | Imposed and checked action | 15 days |
| Program sanction | Effect on status or a service | immediate, or within 7 days depending on risk |
Any measure can be contested within 15 calendar days. During the appeal it is suspended, unless there is a critical risk; sensitive decisions go through a second internal validation.
A question about support before you start?
The FAQ answers the most frequent questions, and the trust center details the platform's commitments.