Support
Real channels, response times by severity, and a knowledge base to resolve urgent issues without waiting.
Contact channels
Coverage hours
Standard coverage during business hours in each region (Argentina, Chile, and Italy). S1 cases are handled over WhatsApp with absolute priority; extended or 24/7 coverage is defined in each client's managed-service contract.
Severity levels
We classify every case by severity to prioritize the response. First triage is done by our AI agent within minutes — it classifies, gathers context, and prepares the case — and a human technician confirms severity and takes it on. You can always ask to speak directly with a person.
A critical service is completely down, with no workaround available.
Absolute priority — handled before anything else, over WhatsApp
The service works, but with a fault that seriously impacts operations.
High priority within coverage hours
A real problem, with a reasonable workaround available.
Scheduled within the normal workflow
Questions, information requests, or minor changes. No service affected.
Answered in the normal workflow, no urgency
Target response times published by severity.
Knowledge base
Self-service guides for the most common issues.
System status
Real-time status of DITAP services.
Emergency contact
For critical physical or operational security incidents.