TECHNICAL SUPPORT

We offer different communication channels through which our clients can report technical or administrative incidents.

User Attention

Contact information by geolocation

MEXICO

  • +52 (33) 5004 2280  

  • support@cleverideas.com.mx  

  • Av. Copérnico #3730, int. 115, Col. Arboledas, Zapopan, Jalisco

USA

  • +1 (305) 677 6828  

  • support@cleverideas.com.mx  

  • 851 Anastasia Ave., Coral Gables, Florida 33134

Colombia

  • +57 (1) 508 7403

  • soporte@clevercolombia.com

  • Carrera 41 # 18D – 70 int. 3205, Medellín

Service levels

We have different levels of service and attention depending on the impact of the incident and depending on the location of the service, we have specialized technical staff for on-site support:

ServiceDescription Objective
Service Availability The time of unavailability will be considered when the service is in Failure (Major or Minor). The times of unavailability caused by the planned works will not be considered in this indicator, if said works were previously informed to the Client

Incidents outside the infrastructure of Clever or his Allies are excluded from this objective.
99.5 %
Planned Maintenance If it is a planned interruption, Clever must notify you in advance, except for corrective work. 5 business days
Response time
to technical requests
This indicator will be calculated as the time between the notification of the technical incident using the agreed procedure and the response. An "Answer" is an acknowledgment of an accepted and recorded incident. Major Fault: 15 min

Minor Failure: 30 min
Reset time
of the Major Failure service
Attention to incidents locally or remotely considering an affectation of less than 25% of the users of a service or equipment as of the time of the failure report. < 2 hrs
Reset time
of the Menor Failure service
Attention to incidents locally or remotely considering an affectation greater than 25% of the users of a service or equipment as of the time of the failure report. < 4 hrs         

Escalation Levels

Levels Personnel Email
Level 1Help Desk Staff   soporte@cleverideas.com.mx
Level 2 Technical supervisor plataformas@cleverideas.com.mx
Level 3Commercial address ventas@cleverideas.com.mx
Level 4General Manager  direccion@cleverideas.com.mx

Support tools

Our devices (computers, smartphones, tablets, etc.) connect to a local network using the router, both via ethernet cable and wirelessly via WiFi. Each device has a private IP address in this local network and, in addition, an external IP address, the public IP.

Know mi IP HERE

SIP is an Internet protocol for live communications used in the configuration of voice or video calls. It is a signaling protocol used to create, modify and terminate sessions with one or more participants of an IP network.

You can validate protocol HERE.

Speedtest.net is a web service that provides free analysis of Internet access performance metrics, such as connection data rate and latency. Use speedtest HERE.

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Mexico

Avenida Copérnico 3730, int. 115.
Zapopan, Jalisco, C.P. 45070

ventas@cleverideas.com.mx

+ 52 (33) 5004 2255 

USA

851 Anastasia Ave,
Coral Gables, Florida, 33134  

info@cleverideas.com.mx

 +1 (305) 677 6828


 User support

If you require technical support or information related to our services, click on the following button.