Our help desk has solid knowledge and constant training to deliver service solutions tailored to the needs of your company. We are available to help you.
Cases must be registered and weighted to determine the level of priority that will be assigned by the Help Desk. This level of priority will be informed to the client while creating the case, so that the given level can be assessed based on the matrix.
INCIDENT TYPE | Máx. Time of solution (Hours) | Time of escalation (Hours) |
|---|---|---|
Client | Client Scaling | Client Scaling |
Urgent | 2 | 1 |
High | 4 | 2 |
Medium | 24 | 12 |
Low | 48 | 24 |
Scaling Level 3 (Software Engineering & Infrastructure) | 120 | 60 |
1 hour + without answer
of an URGENT topic
escalate to
1 hour + without answer
of an URGENT topic
escalate to
1 hour without answer
of an URGENT topic
escalate to
IT Operations Director
+57 350 483 4016
IT Services Manager
+57 311 643 9172
Technical Support Leader
+57 304 145 0046 | +57 311 634 9300
+57 313 619 5054
Service Desk
1 hour without response
regarding a topic
URGENT, escalate to
Director of Technology
+57 311 643 91 72
Manager of ICT Services
+57 304 145 0046
Support Leaders
+57 304 145 0046 | +57 311 634 9300
+57 313 619 5054
Help Desk
In order to improve the call quality of Agentbox, we provide our customers with a guide that includes step-by-step instructions for enabling QoS (Quality of Service) in Windows 10 Pro. Additionally, we offer an executable file that automates the process. This procedure aims to prioritize voice data over other internet traffic and prevent issues such as call interruptions.
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