Support (SLA)
Our business hours are Monday to Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 8:00 a.m. to 12:00 p.m. (GMT-5).
Tell us about your case:
Categorization and Response Times
Commercial Management
Direct Settlement Meeting
Escalation Procedure
First-level requests will be responded to within 40 to 60 minutes. If it is an issue that requires escalation to Level 2 technical support, it will be handled according to the following levels:
Critical Level
- Definition:
Total or massive interruption of the Software Service, meaning that the system as a whole is blocked and there is no service in any of its functionalities. - Response Times:
5 hours
High Level
- Definition:
It is a high-impact or massive degradation of the Software Service. These are incidents that cause the Software Service to function partially. - Response Times:
12 hours
Medium Level
- Definition:
It is a non-massive degradation or interruption of the Software Service. One of the service options is not working, providing a partial service that does not represent a critical level of service with high impact in the area and operation. - Tiempos de Atención:
24 horas
Support service terms and conditions:
1. The support service applies exclusively to incidents, requirements, or requests that are directly related to the platforms developed and operated by Tiendapp. It does not include within its scope the handling of issues arising from or caused by additional systems, third-party services, or external integrations used by the client.
2. The response times stipulated in this agreement are subject to the availability and responsiveness of the additional systems used by the client. In the event that the resolution of an incident depends on interaction with such systems, Tiendapp will not be responsible for delays caused by their failure to respond in a timely manner.
3. When it is determined that an incident is related to additional systems not managed by Tiendapp, it will be the sole responsibility of the client to handle the case directly with the corresponding provider. Tiendapp may, at the client's request, offer supplementary support to help identify the source of the problem, without this implying that it will assume the management or resolution of the incident.
4. All response and resolution times established in this agreement are calculated in business hours, understood as Tiendapp's regular business hours (Monday to Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 8:00 a.m. to 12:00 p.m.) (UTC-5). Holidays are excluded.
5. The Service Levels described herein apply exclusively while the client has a current monthly support and maintenance agreement in force and is up to date with its payment obligations.
6. The receipt, registration, tracking, and measurement of response times will be carried out exclusively through the official Service Desk: https://www.tiendapp.co/soporte. Reports made through informal channels (WhatsApp, personal calls, or direct emails) will not be part of the official SLA metrics.
7. Requests must be channeled through the Digital Leader or technical counterpart formally designated by the Client.