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General policies specialized support

• The client must define the person or persons authorized to raise tickets.
• In case of personnel change, the client must inform us.

Closing open tickets
• A follow-up is carried out for each ticket.
• Once resolved and validated by the client.

• Lack of customer service after 3 attempts to contact you.
• If the ticket is closed due to lack of attention, and help is requested later, a new ticket will be created.
• The notification time is 5 business days.

Media and points of contact
• The main means of contact is by email:
• All incidents must be reported via email.
• Any other means is not considered official until you have the email with the corresponding request.
• In critical issues, you can get up by phone call, followed by mail.

Atention time
• Service time is the period between which the ticket is sent and a response is sent.
• Criticism: Immediate within 30 minutes.
• High: From 1 to 4 hours.
• Average: From 8 a.m. to 4 p.m.
• Low: From 16 to 24 hours.

Incident resolution time
According to the type of incidents:
• Technical-Regular: 6 hours.
• Technical-Urgent: 4 hours.
• Maintenance: From 16 to 36 hours, depending on the type of maintenance.
• Research-Debugging: From 8 a.m. to 4 p.m.
The estimated time is for solution, it is not response time.
If more budgeted time is required, the client will be notified for authorization.

Ticket tracking
• Each follow-up carried out will be charged with a time of 15 minutes.
• Progress, follow-up, conclusions and closures.
• Information request.
• Daily emails with the client.
• Etc.

Sessions with the client
• The total amount of time used in the session will be charged.
• The time will be multiplied by each consultant who is involved in the session.

Support hours
• Attention from Monday to Friday from 8:30 am to 6:00 pm (GMT-6: Mexico, central time)
• If the client requires attention after hours, they must request it in advance and via email.
• Attention after hours, has an extra cost

Types of support levels
• Level 1: Support team, case survey and initial review.
• Level 2: Senior Consultant. Attention if support is required.
• Level 3: Development to support the consultant on issues that require his intervention
• Level 4: Microsoft for cases where it is a product problem and it is necessary to raise the case with Microsoft
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