How to open a support ticket?
To open a ticket, email us at firstname.lastname@example.org and we will process it as soon as possible.
What is the resolution time for a support ticket?
It will depend on the gravity. If it really represents a service interruption, it will be processed in up to 5 hours. For incidents of lesser impact, the estimated response time is 72 hours, although we usually process them sooner.
Bear in mind that, except for high-priority incidents, this service time is conditioned by our service hours (from 8:00 a.m. to 6:00 p.m., Monday to Thursday; and from 8:00 a.m. to 3:00 p.m. on Fridays), and by the working schedule and calendar in Spain (CET-UTC+1 / CEST-UTC+2).
I have a chargeback request. How do I process it?
By having a committed claim period and specific documentation, it is convenient to process it with priority.
In case of doubt, email us at email@example.com and we will solve the doubts.