SLA for all types of requests

When you create a request of any of the types we handle (Error, Technical Support and Other questions) you have a workflow from start to solution and closure.

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

The priority will be reevaluated at the moment of receiving the request, since the context of the request will determine the urgency with which the case must be managed.

Having clarified this, the response to your request will be based on the following allotted times:

Type of Application	Priority	Time of first Response	Maximum Resolution Time
Report an error Tech Support and Other questions	Low (Does not affect the system or business operation)(changes of texts, images, generation of a report)	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

Your process will look like this:

When the case is received an initial response will be given on the case and it will move to a WORK IN PROGRESS status.
If everything is going well and with the information, you indicate the request can be met, the case would be resolved (which must meet the time indicated in the table above).

If this condition is not met

3. And more information is needed from the client the request will go into a PENDING status until a response is received.

4. If the request cannot be resolved because it is not viable or is not part of the functions we offer the case will go into a CANCELED status, where you will find in detail why it is in this status.

5. The request may be reopened as long as it is not in a Canceled or Closed status, if it is in a status other than those named, the case will be reactivated and the resolution time counted again (only this action can be performed, with the same case explaining the cause of the reopening and it must be justified.

6. The request will go into a CLOSED status when the user confirms that the case has been resolved (for this the user must always give us confirmation) or in case of not getting a response for a certain period (a few days after not receiving a response it will be notified that the case will be closed at the end of the 4 days)

In order to view and track requests created to our company you can do so through the portal, but first, you must perform a short registration process. To become a registered user go to the next registration link or if you want to see the steps of how to make it go to How to register in Sundevs Support.