Our customer relationship management policy

(updated on 10/31/2019)

Particeep has a dedicated team that provides you with daily assistance.

You can contact us by email.

For any billed assistance request, refer to our professional services grid.

Development of new features

Particeep offers an off-the-shelf and scalable solution.

More than 80% of customer development requests are integrated into the product.

In the event of a request for specific developments, several cases exist:

The functionality can be integrated into our roadmap: the functionality will be integrated free of charge in the evolution of our products
The functionality can be integrated into our roadmap and is urgent: the functionality is billed with a 50% discount and integrated into the evolution of our products
The functionality cannot be integrated into our roadmap: The latter is invoiced according to our professional services grid

Late payment of my subscription?

In the event of non-payment of your subscription to Particeep services,

After 1 month of delay, access to your administrator area is deactivated.
After 2 months of delay, the complete platform is deactivated (data is not lost).
After 6 months your data is deleted.
In case of a late payment, penalties of 10% and a fixed compensation of 40 € are also applied to overdue invoices.

To avoid the interruption of our services, contact us on 01 79 65 66 63 to regularize your situation.

Need support and assistance?

Search our help center to find the article that addresses your issue

Write to our team if you can't find any help online.

In the context of assistance requiring manual intervention by our teams, the intervention will be billed according to our professional services grid.

Involve the Particeep team on my platform

Apart from any intervention related to a bug blocking the use of the platform, urgent intervention requests are invoiced.

The requests subject to invoicing are as follows:

Any request for manual modification of data
Any request for support on the management of an operation
Any specific request for data extraction
Any reporting request

Consult our professional services grid and contact our team for an estimation related to an urgent intervention: support@particeep.com

Data recovery

Particeep performs regular data back-ups.

The recovery request is a heavy operation subject to invoicing.

Cancel my subscription

Send your request by registered letter with acknowledgment of receipt to Particeep, 29 rue du Louvre 75002 Paris

Once the request is received, a balance of any account will be communicated to you according to the terms of your contract.

Put my platform to sleep

It may happen that our customers are forced to put their platform to sleep.

During the standby period, you cannot launch operations on your platform and the support of the Particeep team is limited.

The standby procedure cannot exceed 3 months and is done via an email request to support@particeep.com

The advantages of the standby procedure:

keep a platform active via your URL (not to deactivate it)
keep a platform accessible by the administrator
keep historical customer data

If your request is accepted, your license will then be:

50% of the amount of your subscription

Particeep will agree to put your platform on standby in the following cases:

temporary inactivity of the platform
awaiting approval
integration of a third-party service necessary for the operational functioning of the platform.

How to pay my Particeep subscription

Particeep accepts different means of payment depending on the type of service invoiced.

The transfer

Particeep accepts to be paid by transfer the costs of setting up or invoicing of professional services.
Only subscription fees paid in one go for at least one year of engagement can be paid by transfer.
For subscription fees paid by transfer in several installments, a flat-rate processing amount of 20 € ht per transaction is applied
Particeep's bank details (RIB) appear on quotes and invoices.

Payment by credit card

Particeep agrees to be paid by credit card subscription fees, set-up and professional services
A payment link is sent to you so that you can enter your credit card number and make the payment
An additional processing cost of 2% of the invoice amount is applied if this payment method is chosen.

Payment by recurring direct debit (SEPA ..)

Particeep agrees to be paid by credit card subscription fees, set-up and professional services
A payment link is sent to you so that you can enter your credit card number and make the payment
An additional processing cost of 2% of the invoice amount is applied if this payment method is chosen.

Payment by recurring direct debit (SEPA ..)

Particeep accepts payment for licenses, set-up fees or professional service fees by direct debit.
The recurrence is defined according to the invoiced service and a payment link is sent to you so that you can enter your RIB and make the payment.

Any other payment that does not correspond to the means of payment defined below will be subject to a processing fee of 20 € excl taxes.

The frequency of updating Particeep solutions

Particeep performs regular updates. The update frequency is defined according to the type of intervention.

There are several types of interventions:

Bug correction: the update is made immediately upon detection and resolution of the bug
Evolution of existing functionalities: the update is made within 15 working days
Development of new features: the update is done at least within one month according to our product roadmap.