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Support and Help

Last updated: March 20, 2025

At Pryma, we are committed to providing excellent technical support for all our artificial intelligence, MLOps, and data science services. This page describes the available support channels and our service commitments.

1. Support Channels

1.1 Email Support

Our primary channel for technical support and general inquiries:

Email: administracion@prymadigital.com

  • Available 24/7 for receiving requests.
  • First response time: maximum 24 business hours.
  • Ideal for technical inquiries, information requests, and project follow-up.

1.2 WhatsApp Support

Direct communication channel for quick inquiries:

WhatsApp: +56 9 9383 5729

  • Available during business hours: Monday to Friday, 9:00 AM - 6:00 PM (CLT).
  • Ideal for quick inquiries and active incident follow-up.
  • Priority response for clients with active contracts.

1.3 Dedicated Client Support

Clients with active service contracts have access to:

  • Dedicated account manager: Single point of contact for all your needs.
  • Direct communication channel: Priority access based on contracted service level.
  • Follow-up meetings: Periodic reviews of project status and metrics.

2. Service Levels

We offer different support levels based on each client's needs:

2.1 Standard Support

  • Hours: Monday to Friday, 9:00 AM - 6:00 PM (CLT).
  • Initial response time: 24 business hours.
  • Included in all service contracts.

2.2 Premium Support

  • Extended hours: Monday to Friday, 8:00 AM - 10:00 PM (CLT).
  • Initial response time: 4 business hours.
  • Access to senior engineer for critical incidents.
  • Available as an add-on to the base contract.

2.3 Enterprise Support

  • 24/7 availability for critical incidents.
  • Initial response time: 1 hour for P1 incidents.
  • Dedicated support team.
  • Quarterly technical reviews.
  • Available for enterprise clients with custom SLA.

3. Incident Classification

Incidents are classified based on their impact on operations:

  • P1 - Critical: Production system completely inoperative. Severe business impact.
  • P2 - High: Core functionality degraded. Significant impact on operations.
  • P3 - Medium: Secondary functionality affected. Workaround available.
  • P4 - Low: General inquiries, improvements, or information requests.

4. Support Process

4.1 Opening an Incident

For efficient resolution, please include in your request:

  • Clear description of the problem or inquiry.
  • Affected environment (production, staging, development).
  • Steps to reproduce the problem (if applicable).
  • Relevant logs or error messages.
  • Impact on your operations.
  • Urgency and priority from your perspective.

4.2 Follow-up

  • You will receive acknowledgment of receipt with a ticket number.
  • Regular updates on the status of the incident.
  • Immediate notification of any status changes.
  • Formal closure with resolution documentation.

5. Documentation and Resources

We provide comprehensive technical documentation for all our services:

  • API Documentation: Complete specifications of endpoints, parameters, and examples.
  • Integration guides: Step-by-step instructions for implementing our solutions.
  • Best practices: Recommendations for optimizing the use of models and pipelines.
  • Troubleshooting: Common problem resolution guides.

Project-specific documentation is provided as part of each phase deliverable.

6. Maintenance and Updates

6.1 Scheduled Maintenance

  • Notification at least 72 hours in advance.
  • Preferably during low-impact hours.
  • Clear communication of scope and estimated duration.

6.2 Security Updates

  • Critical patches applied as soon as possible.
  • Immediate communication of vulnerabilities affecting your systems.
  • Coordination for updates requiring client intervention.

7. Training and Education

We offer training services to maximize the value of our solutions:

  • Technical onboarding: Introductory sessions for technical teams.
  • Specialized workshops: In-depth training on specific technologies.
  • Knowledge transfer: Documentation and sessions for operational autonomy.

8. Feedback and Continuous Improvement

We value your feedback to continuously improve our services:

  • Satisfaction surveys after incident resolution.
  • Periodic service quality reviews.
  • Open channel for suggestions and improvements.

9. Escalation

If you are not satisfied with the resolution of an incident, you may escalate:

  1. Level 1: Request review by the support team supervisor.
  2. Level 2: Contact your dedicated account manager.
  3. Level 3: Escalation to technical management for exceptional cases.

10. Contact

For any support or technical assistance inquiries:

Pryma Digital SpA
Email: administracion@prymadigital.com
WhatsApp: +56 9 9383 5729 (business hours)
Web: prymadigital.com

Need immediate help?
Contact us via WhatsApp at +56 9 9383 5729 during business hours, or send an email to administracion@prymadigital.com with the subject "URGENT" for critical incidents affecting production systems.