Frequently Asked Question
What are the levels of Service
Last Updated 28 days ago
 | ► Technical Support — SLA Service and Support Levels Response times guaranteed by AJTEL |   |
► Support: soporte@ajtel.net | ajtel.net/ticket | +52 55 8526 5000
Service and Support Levels
Service levels define the maximum response time guaranteed by AJTEL based on ticket priority.
Low (Level 1)
Maximum time: 120 minutes
Low priority incidents, general inquiries.
Normal (Level 1)
Maximum time: 120 minutes
Non-critical functionality issues.
High (Level 2)
Maximum time: 60 minutes
Issues impacting operations. Auto-escalated from Level 1 if unattended.
Emergency (Level 3)
Response: Immediate
Healthcare services (hospitals, ambulances), international connectivity in disaster. Auto-escalated from Level 2. Handled by Operations and General Management.
To open a support ticket: ajtel.net/ticket