Support Policy
Standard and Advanced Plans
Support Hours
Monday to Friday, 09:00 – 18:00
(Mexico City Time)
Support Channel
[email protected] or WhatsApp at +52 1 81 8159 9918
Severity Levels
S1
Critical
Total service outage or massive impact with no workaround available.
S2
High
Significant service degradation with broad operational impact.
S3
Medium
Limited impact with workaround available.
S4
Low
Questions, configuration, how-to, improvement requests.
First Response SLA
First response times within support hours:
| Severity | Standard Plan$99/mo | Advanced Plan$199/mo |
|---|---|---|
S1 Critical | 4 hours | 2 hours |
S2 High | 8 hours | 6 hours |
S3 Medium | 1 business day | 1 business day |
S4 Low | 2 business days | 1–2 business days |
After Hours
S1 (Critical) incidents reported outside support hours are handled on a best effort basis, with no 24/7 availability guarantee.
Scope and Exclusions
This SLA applies exclusively to Agentiza platform support. It does not include:
- Third-party failures or limitations (Meta, WhatsApp, Instagram, external API providers)
- Client connectivity issues
- Unauthorized changes made by the client to advanced configurations
- Force majeure events
Have questions?
For questions about this policy, you can contact us at [email protected] or via WhatsApp at +52 1 81 8159 9918.