Product Support

Support line for uVox testing

  • Tech support is offered in French and English.
  • 2nd line support offered to designated users.
  • Available by phone or email:
    • This email address is being protected from spambots. You need JavaScript enabled to view it.
    • Locally: 514-871-1026 x 23
    • Outside Quebec: 1-877-793-0273
  • Hours: 08h00 to 17h00 (EST) during the week (excluding Canadian holidays)

Information needed to respond to a support inquiry:

  • Candidate's name
  • Candidate's ID
  • Protocol
  • Description of the problem
  • Contact information

Service level according to the incident type:

Incident Definition Response
Severity 1 The system is unusable. Affects all users.
  • Call back – 10 minutes.
  • Immediate assignment of required technical resources to resolve the problem.
  • Implementation of workaround: 60 minutes.
Severity 2

Affects all users but a workaround is available.

  • Call back – 10 minutes.
  • Implementation of workaround: 60 minutes.
  • Implementation of permanent solution: Two (2) business days.
  • Average: 24 hours.
Severity 3 Affects a portion of the users.
  • Call back – 1 hour.
  • Implementation of workaround: 2 business days.
  • Implementation of permanent solution: 4 business days.
Severity 4 Low impact issue.
  • Call back – 1 hour.
  • Implementation of workaround: 2 business days.
  • Implementation of permanent solution: 10 business days.
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