The main objective of the support team is to offer a solution as soon as possible to the incident that occurs and, of course, to prevent its recurrence.
However, depending on the problem, it may not be possible to easily identify the source of the problem or the problem may require more detailed analysis and more time than is normally possible to keep a ticket open or on hold.
If you need to know the technical details of an incident, you must explicitly request it on the ticket.
Regardless of this, the information that Athento will provide is limited to the knowledge it has at that time about the incident.
Athento reserves the right that there may be errors in the initial diagnosis and this may be corrected or refined as more details about the issue are identified.
Likewise, Athento reserves the right to share any information that for reasons of security or protection of know-how, it considers inappropriate to disseminate.