Support
Different support channels and response times are available to manage incidents according to their priority.
Direct phone support
Dedicated support line for urgent incidents during office hours.
+34 932 82 41 83Assisted remote support
Secure remote connection to the client's equipment to resolve incidents without requiring an on-site visit.
Contact form
Channel for non-urgent incidents and follow-up of existing cases.
Go to the formOffice hours
Monday to Friday · 08:00 – 18:00. Outside these hours, requests can be submitted through the contact form and will be handled when operations resume.
Service levels
Response times by priority
Priority
Description
Target response
Target resolution
Critical
Service down or active security risk.
15 min
4 hours
High
Key functionality affected, no immediate workaround.
1 hour
8 business hours
Medium
Partial impact, a temporary workaround exists.
4 business hours
2 business days
Low
Queries, improvements or incidents with no operational impact.
1 business day
5 business days
Reference times. The SLA that applies to each client is the one set out in their contract.
