Step 01
Reception
Entry via email/portal with evidence, criticality, and requester data.
Service Level Agreements (SLA)
We define objective timelines and a simple, traceable support process. Criticality levels, channels, metrics, and responsibilities are clear from day one and can be adjusted through contract or SOW depending on each operation’s needs.
Coverage and channels
Standard support model. Hours, scope, and modality may be extended or adjusted through contract/SOW.
Hours
Monday to Friday
9:00–18:00 (GMT-3). Business days in Argentina.
Channels
Email / WhatsApp / Portal
Ticket creation via email/portal and a direct channel for urgent cases.
Coverage
N1 and N2
Functional and technical support (ABAP, VIM, related integrations).
Reports
Monthly KPIs
Tickets, response times, and trends by criticality.
SLA & Support
Criticality levels — Incidents
Target times for first contact and response within the support window. Resolution time will depend on diagnosis, scope, and available change windows.
| Criticality | Definition | First contact | Response |
|---|---|---|---|
| Very High (P1) | Production outage, massive operational impact, no workaround available. | 1 hour | 4 hours |
| High (P2) | High impact with partial workaround available. Affects relevant processes. | 2 hours | 8 hours |
| Medium (P3) | Functionality affected for a limited group of users or specific cases. | 4 hours | 16 hours |
| Low (P4) | Minor inquiry or incident with no direct operational impact. | 8 hours | 24 hours |
Hours considered as business hours within the agreed support window. Times may be adjusted through contract/SOW depending on business criticality and required coverage.
Enhancements
Enhancements and improvements
Planned changes outside incidents: rule adjustments, new validations, performance optimizations, and improvements on already implemented flows.
Priority
Very High
Urgent changes impacting key processes.
First contact4 hours
Solution proposal3 days
Priority
High
Relevant adjustments improving daily operations.
First contact1 day
Solution proposal5 days
Priority
Medium
Incremental improvements and minor optimizations.
First contact2 days
Solution proposal6 days
Times expressed in business days. May be adjusted through contract/SOW depending on complexity, estimated effort, and available change windows.
Support Process
Standard ticket flow from reception to closure, with control and traceability at each stage.
Step 02
Categorization
Functional/technical classification. Impact and priority are determined.
Step 03
Assignment
Referral to N1/N2 and technical escalation if applicable.
Step 04
Follow-up
Periodic updates, workaround if applicable, and traceability.
Step 05
Closure
Validation with user, documentation, and recording for metrics.
Standard SLA
Scope
Which activities are included in the standard SLA and which require estimation as a project or enhancement, considering technical effort, operational impact, dependencies, and change windows.
✔️Includes
Covered by SLA
- N1/N2 support (functional and technical)
- Incidents in existing VIM/ABAP/SAP components
- Minor configuration adjustments
- Workarounds and minor fixes
- Post go-live hardening
- Monthly KPI reporting
- Follow-up meetings
- Support in production and QA environments
✖️Excludes
Requires estimation as enhancement or project
- New end-to-end functionalities
- Migrations, upgrades or rollouts
- New integrations with third parties
- Mass changes to master data
- Complete process redesign
- Advanced report development
- After-hours or 24/7 support
- Large-scale formal trainings