At BeePro Technology LLC, we undertake to provide timely, quality technical support aimed at maintaining the continuity and efficiency of our services. This policy defines the channels, levels and general conditions under which BeePro provides support to its customers and users.
1. Support Channels
BeePro technical support is available through the following official channels:
Email: [email protected]
WhatsApp: +56227009686
Both channels are available Monday to Friday, from 09:00 to 18:00 (GMT-3). Outside these hours, messages will be received and prioritized at the start of the next business day.
2. Types of Support
Level 1 Support: handling basic questions, providing guidance on use and resolving minor incidents.
Level 2 Support: technical assistance for cases requiring analysis or intervention by the field team.
Level 3 Support: specialized support for critical incidents affecting system availability or security.
3. Service Levels
BeePro seeks to address all support requests as quickly as possible, prioritizing them according to the operational impact of each case.
Critical incidents: initial response within one business hour and priority attention until service is restored.
Major incidents: initial response within four business hours.
Questions or minor incidents: initial response within one business day.
These timeframes are support targets and may vary depending on the complexity or nature of the incident.
4. Scope of Support
The support provided by BeePro includes:
Technical assistance related to the use and operation of the platforms.
Guidance on initial configuration or operating parameters.
Diagnosis and resolution of technical problems identified within the contracted service.
Support does not include personalized training, manipulation of or intervention in customer data, custom development, additional integrations, work on customer infrastructure or on-site assistance, unless expressly agreed in the contract or service plan.
5. Recording and Follow-Up
All requests must be submitted through the official support channels. Each case is recorded internally to ensure traceability, communication of progress and formal closure once resolved.
6. Maintenance and Communications
BeePro may carry out scheduled or emergency maintenance to ensure the availability, security and stability of its services.
Where maintenance may involve a noticeable interruption, reasonable advance notice will be given through the usual channels.
7. Policy Updates
BeePro Technology LLC may update this Support Policy to reflect operational improvements or changes in service provision.
Any significant change will be communicated to users in a timely manner before it is implemented.
8. Contact
Questions, requests or complaints: [email protected] or through our WhatsApp +56227009686.