Service requests are recorded as a ticket in our ELKAR request management system.

All service requests must be raised to Alaloop Customer Services Center:

1. by email to Cette adresse email est protégée contre les robots des spammeurs, vous devez activer Javascript pour la voir. or Cette adresse email est protégée contre les robots des spammeurs, vous devez activer Javascript pour la voir.

2. by calling us on +33 5 24 33 00 51

Tracking of your service requests is available at https://csc.alaloop.com

 

Service requests are sorted into five (5) ticket types:

• MACD – Move, Add, Change, Delete
  This ticket type is for service request related to measurement perimeter modification (new site / new IP addressing scheme / ...)

• PCS – Portal Change Settings
  This ticket type is for service request related to modification of measurement presentation (view / map / report / ...) or processing & handling of the measurement (notification contact / alert trigger / SLA threshold / ...)

• MP – Monitoring Problem
  This ticket type is for service request related to measurement issue (appliance or agent-robot or target or application unavailable / ...)

• RFA – Request For Analysis
  This ticket type is for service request related to performance analysis requests (performance tracking during deployment of an new application / advise on the available informations to diagnose a performance issue / ...)

• OR – Other Request

This ticket type is for any other services requests.