Channels. Support is provided through tickets from your instance or your account portal, and by email at soporte@chainlink.mx. Support is provided in Spanish.
First-response targets, within your plan's support hours, as set out in the Service Level Agreement (SLA) published at chainlink.mx/legal/sla:
| Essentials | Professional | Enterprise | |
|---|---|---|---|
| Hours | Monday to Friday, 9:00 AM to 6:00 PM | Monday to Saturday, 8:00 AM to 8:00 PM | As set in your proposal; P1 every day |
| P1 | 4 business hours | 2 hours | 1 hour |
| P2 | 8 business hours | 4 hours | 2 hours |
| P3 & P4 | 2 business days | 1 business day | 8 hours |
Hours are Mexico City time, excluding statutory holidays. The first response is the first communication from a member of the support team confirming that they are handling the case; automatic acknowledgments do not count. These are service targets, not resolution times.
Select the appropriate priority:
- P1 · Operation stopped: the service is unavailable, or receiving, picking or shipping cannot be performed in a warehouse, with no workaround.
- P2 · Critical function degraded: a critical function fails or is severely degraded for some users, or the workaround is costly.
- P3 · Usage or question: usage or configuration questions and minor errors with a workaround.
- P4 · Suggestion: improvement requests.
BW may reclassify the priority and will explain the reason. When you open the ticket, you see the deadline for the first response.