Athento produces incident reports including analysis and diagnosis, as well as applied solutions.
These reports are shared with the affected customer.
The reports can take at least 72 working hours to be shared after the application of the solution and from the moment that no new incidents are reported, this time being necessary to verify that the solution is correct.
When does Athento not make reports?
Athento does not make reports in case of incidents in QA/UAT environments, given that these environments are used for testing, crashes, and errors are usually related to the interventions themselves, updates, etc.
Athento does not make reports in case of third-party incidents.
If the incident is from one of Athento's suppliers, the official documentation provided by the supplier, if any, shall be provided.
If the incident is from one of the client's suppliers, the client must request the report from its suppliers.