Service levels
1
Standard Support
Technical support in Spanish by email, web and telephone, Monday to Thursday from 9:00 a.m. to 5:30 p.m. and Fridays from 9:00 a.m. to 2:00 p.m. (except holidays).
Due to the characteristics of our Technical Support Service (based on industry best practices) and the need to provide the highest level of quality and attention, SIE will not be able to receive Standard Support telephone calls except in exceptional and critical cases (Severity 1 or 2).
2
Support Plus
Support via email, web and phone, from 9:00 a.m. to 8:00 p.m. Monday through Friday, according to the current business calendar in Mexico. Allows reporting of Severity 1 and 2 incidents by phone outside of standard support hours.
Higher priority in the handling of incidents (in situations with the same level of severity, priority will be given to Plus clients over standard clients).
3
VIP Support
Email, web and phone support. Allows reporting of Severity 1 and 2 incidents 24 hours a day, every day of the year.
Maximum priority in the treatment of incidents (i.e., within the same Severity, priority will be given to VIP clients over other clients).
Bank of hours or package of on-site preventive technical support consulting days. This service includes tasks such as system audits, optimizations and updates, training, definition of a contingency plan, etc.