Contact information by geolocation
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:
|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.
|Planned Maintenance||If it is a planned interruption, Clever must notify you in advance, except for corrective work.||5 business days|
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
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|
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|
|Level 1||Help Desk Staffemail@example.com|
|Level 2||Technical firstname.lastname@example.org|
|Level 3||Commercial email@example.com|
|Level 4||General Managerfirstname.lastname@example.org|
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.