> For the complete documentation index, see [llms.txt](https://docs.up-network.ch/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.up-network.ch/documentation/en/infrastructure/support.md).

# Support and managed services

A client support ticket and a managed services contract address different needs. The service ordered and the contract define the operations covered, hours and response commitments.

## Packages

| Package             | Time included per month | Advertised scope                                                                               |
| ------------------- | ----------------------- | ---------------------------------------------------------------------------------------------- |
| Support Prioritaire | 2 h                     | Priority access, technical contact, level 2 escalation, basic monitoring and incident reports. |
| Gestion Complète    | 6 h                     | Routine operations, proactive monitoring, updates, backups and incident management.            |
| Gestion Premium     | 12 h                    | Prevention, technical consultant, governance, security review and architecture support.        |

Prices and additional hours are listed on [the Support page](https://up-network.ch/services/support). Technical monitoring may be continuous. Human availability 24/7, on-call coverage and response times outside opening hours are defined in the contract.

A commitment to an initial response within two working hours does not mean that every incident will be resolved in two hours.

## One-off intervention

The team can work remotely or on site on diagnostics, migration, networking, security or automation. The scope and access details are prepared before the intervention.

The website advertises billing in fifteen-minute increments and rate tiers based on the month’s total billable hours. Request a defined scope and check the quote for your intervention.

## Request help

For an existing service, open a [ticket](/documentation/en/guides/how-to-open-a-support-ticket.md) through [BILLmanager](https://manager.up-network.ch/billmgr). For an assessment or a new contract, use [the Contact form](https://up-network.ch/contact).

Provide the service concerned, impact, start time and diagnostic information. For sensitive access, agree on a secure method with the team instead of sharing a password in a routine message.

Updated on 3 October 2026. Reference: [support and managed services](https://up-network.ch/services/support).