Support requirements
Send your support requests to the email address soporte.col@invoway.com
Please remember to include the following information in your support request:
- Company Name and Fiscal ID
- Support case description
- Attachments or screenshots that evidence the case presented
We will be available from Monday to Friday, between 8AM to 6PM
ingles
| SUPPORT LEVELS | ||
| PRIORITY | DESCRIPTION | RESPONSE TIME |
| Critical/Block | Those incidents/requests that make it impossible to exercise the service | < 1 day |
| High |
Case of incidents/requests that, without making it impossible to exercise the service, offer it with difficulties to work and imply a loss of critical functionality. Case of incidents/repeated mid-level requests |
1-2 business days |
| Medium |
Case of incidents/requests that, without making it impossible to exercise the service, offer it with difficulties to work and imply a loss of partial (non-critical) functionality. Case of repeated low-level incidents/requests. |
2-3 business days |
| Under | Case of incidents/requests that, without making it impossible to exercise the service, offer it with sporadic degradation of functionality and without seriousness. | > 3 business days |