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Support Center
We're here to keep your work running. Reach the team through the channels below, and consult the severity matrix for expected response times.
Contact channels
Product-specific support
If you use one of our products, the fastest path is the product's own support page:
Hours of operation
Monday through Friday, 09:00 to 18:00 Chile time (UTC-4), excluding Chilean public holidays. Critical incidents (P1) are monitored outside business hours and may receive faster responses than the standard SLA.
Severity matrix and response targets
Every support request is assigned a severity level. Initial-response targets below apply during business hours; for P1, monitoring is continuous.
| Severity | Description | Target first response |
|---|---|---|
| P1 — Critical | Production system unavailable or major data-integrity issue | 4 business hours |
| P2 — High | Significant feature unavailable, no workaround | 1 business day |
| P3 — Medium | Feature impaired but workaround available | 2 business days |
| P4 — Low | Question, cosmetic, enhancement request | 5 business days |