Request type Technical Support and Other questions

When you create a request for Technical Support and other questions, it will be understood as a support requested to our team about a product, development or agreement that you have with the company, in which it is necessary to make some kind of adjustment, clarification and/or explanation (that is not documented in our documentation center) or request to modify or expand an existing component in any of the services offered by the company.

To see how to create a case in our portal go to How to create a request

for this type of request, you must provide clear information and indications of where the adjustment, modification or clarification is required so that the person assigned to your case can follow up and respond to your request based on the following time frames:

Type of Application	Priority	Time of first Response	Maximum Resolution Time
Tech Support and Other questions	Low (Does not affect the system or business operation)	4 Business Hours	40 Business Hours
	Medium (Affects business but isn't blocking the process completely.)	2 Business Hours	16 Business Hours
	High (Affects business and is blocking parts of the process)	1 Business Hour	8 Business Hours
	Highest Affects all of the business and is blocking the entire process.)	1 Business Hour	2 Business Hours

Subject*: Give a name and/or title to the request as concrete and clear as possible.

Description*: To understand and solve your request, we require you to detail what is your requirement (what should be changed, modified or removed) if we require data and credentials that can be used for testing, please write them and leave us a suggested date for the solution but this may be modified according to availability.

Priority*: With this field you will define the severity or importance of the request where according to what you select it will be the time in which you will get the answer and solution to your request.

Attachment: Possibility of adding necessary supports such as screenshots, video or files, logs for a better understanding of the request.

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