How to contact us?
Ikoula teams are available to answer your questions
If you have any questions, require information or have any other needs
Sales department
sales@ikoula.comBy ticket via the Extranet: https://extranet.ikoula.com
+33 184 010 250
From Monday to Thursday: 9:00am to 6:00pm
Friday: 9:00am to 5:00pm
Accounting department
CUSTOMERS:By ticket via the Extranet:
https://extranet.ikoula.com
SUPPLIERS:
By e-mail:
suppliers@ikoula.com
From Monday to Friday: 9:00am to 6:00pm
Contact technical support
according to levels of service
| Without any level of service |  SILVER(1) General monitoring |  GOLD(1) Co-management |  PLATINUM(1) Complete management of services |
|---|
| Technical support Via ticket | Preferred: via the extranet https://extranet.ikoula.com In the event of a major incident, complete the opening of the ticket with a call to support | From Monday to Friday: 7:00am to 11:00pm Saturday: 9:00am to 8:00pm Sunday: 8:00am to 7:00pm | |||
| Technical support Via e-mail | support@ikoula.com | From Monday to Friday: 7:00am to 11:00pm Saturday: 9:00am to 8:00pm Sunday: 8:00am to 7:00pm | |||
| Technical Guaranteed Response Time Via ticket | Working hours Period of time required for a technician to respond to a ticket or a call at the opening hours indicated above | 8 hours | 6 hours | 4 hours | 2 hours |
| Managed services team Via ticket | Only for customers with a Platinum Managed Services package | From Monday to Friday: 9:00am to 6:00pm | |||
| Technical support By phone | Number available on your Extranet in the ‘Ticket management’ section: https://extranet.ikoula.com | From Monday to Friday: 9:00am to 7:00pm | From Monday to Friday: 7:00am to 11:00pm Saturday: 9:00am to 8:00pm Sunday: 8:00am to 7:00pm | ||
| Technical support By phone 24/7 | Only for customers with a Managed Services package | Option | Option | Option | |
| Technical Guaranteed Response Time By phone | Period of time required for a technician to respond to a ticket or a call at the opening hours indicated above | 1 hour | 30 minutes | 15 minutes | 15 minutes |
| Managed services team By phone | Only for customers with a Platinum Managed Services package | From Monday to Friday: 9:00am to 6:00pm | |||
| Hardware Guaranteed Replacement Time | Following a hardware failure that has a major impact on the quality of service | Within 24 hours to 48 hours | Within 12 hours | Within 6 hours | Within 4 hours |
| Monitoring | Global monitoring of infrastructure and services | 24/7/365 | |||
Time zone: French (UTC+1)
(1) See conditions / Find out more: https://www.ikoula.com/en/managed-services