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  1. Athento
  2. Troubleshooting & FAQs
  3. Support service

Support service

  • What happens when an instance is updated?
  • How to report a support case?
  • Levels of severity, criticality and priority of an issue
  • How can I reopen a ticket?
  • When to report a ticket to Viafirma's support?
  • Preventive and Corrective Maintenance
  • Does Athento perform incident reporting?
  • How can I get the technical details of an incident?
  • What should I take into account when registering a ticket?
  • Why can't my ticket be serviced?
  • How to access the Support Center?
  • Access to reported tickets
  • What is my SLA?
  • Does Athento provide first level support?
  • What levels of support does Athento provide?
  • What is second level support?
  • How is compliance with the supporting SLAs measured?
  • Number of tickets included in my support plan
  • Can additional tickets be purchased?
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