SINAPI

We provide support by email, chat, ticketing systems and remote desktop sessions. 6. What support model do we use? By using a shared service scheme, we have a faster response time, higher availability and scalability based on demand or client needs. 7. How do we make sure we set the right expectations to our clients? The following is our SLA: Support request acknowledgement: 1 hour Support request update/resolution: 4 hours This enables us to set the right expectations and keep our clients informed.