Technical Support When You Need It

The guaranteed response time is the maximum period within which our team will send an initial response to your ticket. This doesn't mean the issue will be resolved within that time, but a specialist will be assigned and working on your case within the timeframe established by your plan.

If you have a Pro or Enterprise plan, you can mark your ticket as urgent to prioritize it. Enterprise customers also have a direct phone line and WhatsApp for critical emergencies affecting operations. For the Basic plan, urgent issues are handled within business hours with moderate priority.

Yes, we offer support for modules and customizations developed by third parties, though it may require a prior assessment to determine the scope. In some cases, an additional charge may apply if the complexity of the third-party code requires extra investigation. We always inform you before proceeding.

If you reach your plan's ticket limit, you can purchase additional ticket packages or consider upgrading to a higher plan. We don't cut off service abruptly: we notify you when you're near the limit so you can make the best decision.

No. All our SaaS plans include an integrated support level. The SaaS Basic plan includes email support, and higher plans include additional channels. You only need to purchase additional support if you require a higher service level than what's included in your current plan.