Contactez nous

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.com
By 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

Other contacts


ABUSE: abuse@ikoula.com

PEERING: peering@ikoula.com

GDPR: dpo@ikoula.com

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.comFrom 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 hours6 hours4 hours2 hours
Managed services team
Via ticket
Only for customers with a Platinum Managed Services packageFrom 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 7:00pmFrom 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 packageOptionOptionOption
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 above1 hour30 minutes15 minutes15 minutes
Managed services team
By phone
Only for customers with a Platinum Managed Services packageFrom Monday to Friday: 9:00am to 6:00pm
Hardware Guaranteed Replacement TimeFollowing a hardware failure that has a major impact on the quality of serviceWithin 24 hours to 48 hoursWithin 12 hoursWithin 6 hoursWithin 4 hours
MonitoringGlobal monitoring of infrastructure and services24/7/365

Time zone: French (UTC+1)
(1) See conditions / Find out more: https://www.ikoula.com/en/managed-services