SLA & Availability – Troubleshooting Geneva

We offer clear response times tailored to the needs of individuals and SMEs in the canton of Geneva. Same-day service (subject to availability), at your home or at our branch (Rue du Commerce 4, downtown).

Service windows

• Opening hours: Mon-Fri 08:30-19:00; Sat 09:00-14:00.
• Channels: phone +41 79 868 50 50, e-mail info@depannageinformatique.ch, form.
• Area: canton of Geneva (home & business); remote support everywhere.

Target times

• Urgent: response < within 2 working hours; same-day response if possible.
• Switchboard: response < within 4 working hours; response within 24-48 hours.
• Resolution: 80% of incidents resolved remotely.

Backup & continuity

• Policy: 3-2-1 (local copy + NAS + cloud).
• RPO (Recovery Point Objective): typically 24 h (depending on package).
• RTO (target recovery time): 4 h to 1 d (depending on pack).

Climbing & exclusions

• Climbing: if blocked, refer to a senior technician, then visit the site.
• Exclusions: out-of-hours cases, power supply/FAI failures, specific parts not in stock.

FAQ

Do you provide same-day service?
Yes, subject to availability. We prioritize emergencies and offer remote support to speed up the return to service.

Do you cover the whole canton?
Yes, in-home and in-company throughout the canton of Geneva.

Are prices public?
Yes: see prices.