Frequently asked questions
The answers to the questions we are asked most.
See the FAQ →Help centre
The answer may already be in our FAQ. If not, our team will answer you.
Ticket
For every customer, from your client area. We answer there and by email.
Open a ticket →Chat
Live in your client area, if chat is switched on for you and the team is in.
Chat with us →VIP Support
A phone line and a code that changes every minute; your requests come first.
Discover VIP Support →Our team answers Monday to Friday, from 9:00 to 18:00. We answer in French, English and Arabic.
I can no longer sign in
Forgotten password
When signing in, click « Mot de passe oublié ? » (forgotten password): a code is sent to the account's email address.
Reset →Too many attempts
Signing in locks for a while, then reopens by itself. « Mot de passe oublié ? » (forgotten password) reopens it too.
Reset →Lost authenticator app
Use a recovery code. Lost those too? Write to us: we will answer at the account's email address.
Write to us →VIP Support
For those whose server cannot wait.
What is included
- A phone line, every day, from 0:00 to 23:59
- A VIP code that changes every minute: on the phone, it proves it is you
- Your tickets and chats come first
- A first answer within 4 business hours, or the month is given back to you as credit
- An appointment with screen sharing
- An outage procedure, to keep offline
The price
MAD 102 a month per person, excl. tax
No commitment: stop whenever you like.
The priority number and your code are in your client area, on its Support page, once VIP Support is switched on for you.
What support covers
Included
- The platform and your client area
- Your orders, payments and invoices
- The infrastructure, up to your machine
Not included
- Administering what you install on your server: your website, your software, their configuration
The details: service contract →
For a quick answer
- The server's name
- The order number (CMD-…)
- Since when
- What you see on screen: copy the exact text of the error message
Your questions
How do I reach you if I have a problem?
Open a ticket from your client area: it stays attached to your organisation and to the server concerned, and you are notified of our replies by email. If chat is turned on for you, write to us live from your client area. You can also use the contact form.
How quickly do you reply?
We do not promise a set response time, because we do not want to promise what we cannot keep. Requests are handled in order and according to their urgency.
Does support cover the administration of my server?
Support covers the platform, ordering, billing and the infrastructure up to your machine. Administering the system installed on it is not part of it.
I can’t sign in to my account any more. What should I do?
Use “Forgot your password?” (« Mot de passe oublié ? ») on the sign-in page: it also reopens an account locked after too many attempts. If you have lost your two-factor authentication app and your recovery codes, write to us. We will reply to your account’s address: then send us the number of your last order and the name of one of your servers. For security, two-factor authentication is turned off 24 hours later.
Can't find it?
Our team will answer you.