Customer Support Center

In our commitment to ensure a smooth and seamless experience, we have implemented a new Customer Support Center to address all your support needs.

Access to the Customer Support Center

We invite you to use this platform to manage your inquiries and reports more efficiently.

Access the Customer Support Center here:

Log in

Support Hours

Our support team is available to handle all types of requests during business hours and 24/7:

Europe

  • Monday to Thursday from 9:00 AM to 7:30 PM; Friday from 9:00 AM to 3:00 PM (Spain Time, GMT +1/+2).

Latam & USA

  • Monday to Friday from 9:00 AM to 9:00 PM (Uruguay Time, UTC -3).

Asia

  • Monday to Friday from 9:00 AM to 6:30 PM (South Korea Time, UTC +9).

Critical and High-Priority Incident Reporting​

To guarantee the continuity of your operations, we provide you with a 24/7 channel for reporting critical incidents. From the Customer Support Center, you can provide us with the relevant information about the problem, and our technical team will attend to it with the highest priority to offer you a fast and efficient solution.
AVAILABILITY

After-Hours Support​​

Outside of business hours, our team is available to address productive incidents that jeopardize business continuity. These incidents are considered critical or high priority when:
  • CRITICAL
The service is interrupted in SaaS production environments.

Cases such as complete service outages in SaaS environments due to server issues or licensing errors on the server side. This is prioritized as critical and will be responded to within less than 1 hour.

It is prioritized as critical and will be responded to within less than 1 hour.

  • HIGH
The performance of the service in production is degraded.

Incidents such as high response times or partial service interruptions in the processing region.

This is prioritized as high and will be responded to within less than 2 hours.

In these cases, use the Customer Support Center to report the incident immediately.