This document describes how to contact the technical support provided by Globant Enterprise AI, outlining the procedure for reporting incidents and the corresponding response times.
You can report incidents to the Globant Enterprise AI Support Team through the following channels:
- Email: You can send your inquiries to enterpriseai(at)genexus.com. When sending an email query, be sure to do so using your GeneXus Account.
- Tracking System: You can directly access the Tracking System. This method is recommended as it guides you through the process of reporting the inquiry. This ensures that the support team receives all the necessary information to respond as quickly as possible. It also allows you to track your inquiries. For detailed guidance on effectively reporting technical issues and navigating the Tracking System, read How to report a technical problem and open a support ticket.
The support service is available from Monday to Friday (except holidays) during GMT-3 business hours.
You can easily track the status and progress of your support tickets through the Support Portal.
When reporting an incident, you need to define its priority. This is important to address your request with the appropriate urgency. To determine the priority level, you can follow these guidelines:
- Level 1/High: Production down: This is the most critical case, where an application in production is down.
- Level 2/Medium: Development down: This level refers to a problem that makes it impossible to continue development work.
- Level 3/Low: This level includes general inquiries, suggestions, or non-critical situations.
When submitting an inquiry by email, you should include the priority level in the subject line. For example: "Level 2: I get an error when running Globant Enterprise AI".
Assigning the most appropriate priority level to each inquiry is essential to maintain the quality standards of the service.
In all cases, when an inquiry is submitted, it enters the system and a ticket number is assigned. With this number, you can query the status of the ticket at any time. You can also add additional information or comments.
If the support staff needs more information about a ticket to be able to solve it, you will receive an email with the request. This email will contain a link to answer the request from the Web application. You can also reply directly to the email sent by the support staff. In both cases, the ticket will be updated in the system. All communication related to a ticket between the client and the support staff is recorded in the system, allowing for full traceability.