How to report a support case?

To report a support case you should write to soporte@athento.com indicating:

• Title of the case in the subject line.
• A detailed description of the case.
• The team where the incident occurs.
• URL of the application where the incident occurs.
• URL of the documents in which the error occurs.
• Identifier of the user to whom the incident occurs.
• Video or screenshot evidence showing the incident.
• If you are experiencing "slowness", please specify the response times you are getting and the expected response times.

If you want the ticket to be handled with a specific priority, include the priority in the body of the email in the first line, before the description.

This information must be expressly in text in the body of the ticket itself, even if it is also found in some evidence provided, such as a screenshot or text document.

1. Only one request, issue, or incident per registered case will be dealt with.
2. Any request that does not comply with the necessary detail to be dealt with will be excluded from the SLAs.
3. If a ticket does not have all the necessary information to resolve it, or the appropriate accesses are not available, the ticket may be marked as resolved until the necessary information is available.
4. We do not provide support on custom code, but we do provide support and advice in case the developed code presents a problem.
5. For the resolution of tickets related to API calls, it will be necessary to deliver the details of the HTTP request including payload and headers, and the response is obtained.
6. For security reasons, MSG or EML files are not accepted as attachments, evidence must be sent in other formats such as PDF, PNG, JPG, ODT, or DOCX. Documents in .eml format are not supported in tickets, please forward the emails instead of attaching them.
7. Settings regarding OCR, sorting, extraction templates, etc. are only supported in production environments.
8. Ad-hoc process support is not provided in UAT environments unless there are contracted service hours for such support.
9. Occasionally, if an instance is not updated, especially if it corresponds to UAT environments, and a customer reports an issue with the product, but there are no other reported issues (i.e. there is no report of the issue in other environments), the ticket may be marked as resolved indicating the need to update the instance.

Levels of communication

Both the guarantee and the provision of the professional support service associated with the Athento product are offered from level 3 of service, that is to say, the client will contact the Athento support team through qualified personnel, technically and functionally in the area related to the Athento solution.

Additional information on the application

Sometimes it will help to reduce the resolution time if more detail about the case is provided, for example:

• How long has it been going on?
• How can it be reproduced?
• Does it occur generally or selectively?
• Does it occur in other documents or entities?
• Does it occur only to some users or to all?
• How to remove the console from the browser

Further information

For more details on the types of support, see this link for more details: Coverage of support plans

You may also find it interesting to consult:

• What should I take into account when registering a ticket?
• Why can't my ticket be attended?
• Why has the ticket been marked as solved if the request has not been solved yet?
• What happens when an instance is updated?

Are there other ways to register tickets?

You can also submit a ticket through:

• Support Centre
• By phone, if your support plan includes the service.

How can I get the technical details of an incident?

Check our policy on this point at

https://athento.zendesk.com/hc/es/articles/360020907119