In order for the Athento team to be able to respond to support requests within the deadlines, times and forms established by the contracted support plan, it is essential to follow the ticket registration rules set out below:
- Incidents can only be reported through the Contact Methods included in the plan and only if the person reporting the ticket is an Authorized Support Contact.
Whenever the official support channels are used, the applicant will receive a receipt of the incident. Athento is not committed to the resolution or attention of requests for which there is no receipt or ticket number. If the applicant does not receive this receipt, he/she will have to indicate it to the support team. The lack of this receipt indicates that the request has not reached Athento's support systems.
- It is essential that the ticket provides a detailed description of the reported problem. Likewise, the subject of the email should be descriptive so that incidents can be quickly located and identified.
- Different problems should not be mixed in the same ticket, as this makes it difficult to follow up on incidents.
- The applicant must provide evidence of the error found, e.g., screenshots or videos.
- If the problem affects a specific document, the requester should send the document link in the ticket.
- If the reported problem is an API error, the requester must indicate in the ticket the exact call made and the response returned by the server.
- If the reported problem is an upload issue, the user should send the files that are not being uploaded or the csv's that cannot be processed in case of bulk uploads.
- Each ticket registered in the support system will be discounted from the Tickets Included in the contracted support plan -except for warranty tickets-, so the applicant must ensure that the support request he/she is making is indeed an incident or question related to Athento.
- Support requests such as user creation or other types of tasks that can be performed by the applicant himself, will be deducted from the tickets included in the support plan.
Athento's support team cannot be held responsible for breaches of SLAs associated with bad practices in the registration of tickets or lack of information in the tickets.