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

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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