This page presents our response times and intervention procedures for Dépannage Informatique Genève, the local brand ofi4M Services Informatiques Sàrl, serving individuals, freelancers, firms and small businesses in the canton of Geneva.
We offer clear turnaround times, with same-day service from Monday to Saturday for urgent breakdowns – at home, at work and at our branch open to the public (Rue du Commerce 4, downtown).
Service windows
- Target group: individuals, freelancers, firms and small businesses in Geneva.
- Opening hours: Mon-Fri 08:00-19:00; Sat 09:00-16:00; Sunday closed.
- Types of intervention: at home, in the workplace, in the workshop (Rue du Commerce 4) and remote support.
- Area: Canton of Geneva for travel; remote support available anywhere.
- Channels: telephone +41 79 868 50 50, e-mail info@depannageinformatique.ch, online form.
Target lead times (response objectives)
The times below are indicative targets for our troubleshooting and support services. They may vary depending on the load, the complexity of the problem and the availability of parts.
- Urgent: contact < within 2 working hours; same-day response , Monday to Saturday, with priority given to blocking situations.
- Switchboard: contact < within 4 working hours; response within 24-48 working hours.
- Workshop: diagnosis in 30 minutes maximum (CHF 60); unit usually ready within 24 to 48 hours.
- Resolution: around 80% of incidents are resolved remotely or during the first intervention.
Backup & continuity
For customers who entrust us with the installation of their backups (in particular the self-employed and small businesses), we apply good business continuity practices.
- Recommended backup policy: 3-2-1 (at least 3 copies of data, on 2 different media, including 1 external copy: NAS + cloud, for example).
- RPO (Recovery Point Objective: maximum accepted duration of data loss): typically 24 h, depending on the solution implemented.
- RTO (Recovery Time Objective: target time to restore the system to working order): between 4 h and 1 working day, depending on the solution and context.
Climbing & exclusions
- Technical escalation: if the problem is not resolved at the first level, the file is forwarded to a senior technician; if necessary, an on-site visit is scheduled.
- Exclusions: interventions outside the above hours, breakdowns linked to the access provider (ISP) or power supply, specific parts not held in stock or manufacturers’ delivery delays.
FAQ – SLA & availability
Do you intervene on the same day?
Yes, we intervene the same day, from Monday to Saturday, giving priority to blocking situations (impossibility to work, network unavailable, critical workstation down). Remote support is used whenever possible to speed up the return to service.
Do you have drop-in sessions?
Yes, our workshop (Rue du Commerce 4, 1204 Geneva, Bel-Air district) is open to the public without appointment: Monday to Friday, 08:00 to 19:00 and Saturday, 09:00 to 16:00. Diagnosis takes a maximum of 30 minutes (CHF 60), and the device is usually ready within 24 to 48 hours. You can also drop off your PC or Mac and leave: we’ll let you know as soon as it’s ready.
Do you cover the whole canton of Geneva?
Yes, we work in homes and businesses throughout the canton of Geneva. For certain specific requests, we can travel outside the canton on request and subject to an estimate.
Are our prices public?
Yes, our prices are public and transparent: you can consult them in our “Prices for IT services in Geneva” section .
For larger or recurring needs (maintenance contracts, asset management, network or cloud projects), a personalized quote is drawn up, generally via our parent company i4M Services Informatiques Sàrl.
