POL\u00cdTICA DE SOPORTE T\u00c9CNICO<\/h3>\n
Esta Pol\u00edtica de Soporte T\u00e9cnico (\u201cPol\u00edtica\u201d) se establece con el fin de definir los lineamientos, alcances y responsabilidades relacionados con la atenci\u00f3n t\u00e9cnica prestada al cliente para el uso de servicios digitales, plataformas, sitios web, aplicaciones o sistemas administrados por el proveedor.
\n________________________________________<\/p>\n
1. Objeto de la Pol\u00edtica<\/h3>\n
Esta Pol\u00edtica regula los procedimientos, tiempos de respuesta, niveles de servicio y alcances del soporte t\u00e9cnico brindado al cliente con el fin de garantizar una atenci\u00f3n adecuada y profesional ante incidencias, errores, dudas o requerimientos t\u00e9cnicos.<\/p>\n
2. Alcance del Soporte<\/p>\n
El soporte t\u00e9cnico podr\u00e1 incluir:
\n\u2022 Atenci\u00f3n a fallos o errores del servicio.
\n\u2022 Orientaci\u00f3n sobre uso b\u00e1sico de plataformas entregadas.
\n\u2022 Ajustes t\u00e9cnicos menores seg\u00fan el plan contratado.
\n\u2022 Restauraci\u00f3n de copias de seguridad disponibles.
\n\u2022 Asistencia en incidentes cr\u00edticos que afecten la operaci\u00f3n del sistema.<\/p>\n
3. Canales de Atenci\u00f3n<\/p>\n
El soporte t\u00e9cnico ser\u00e1 prestado a trav\u00e9s de los siguientes canales habilitados:
\n\u2022 Correo electr\u00f3nico.
\n\u2022 Plataforma o mesa de soporte.
\n\u2022 Chat o mensajer\u00eda (si aplica).
\n\u2022 Videollamada bajo solicitud y disponibilidad.
\nLos horarios espec\u00edficos podr\u00e1n variar seg\u00fan el plan o contrato individual.<\/p>\n
4. Tiempos de Respuesta<\/h3>\n
El proveedor se compromete a realizar esfuerzos razonables para atender los requerimientos en los siguientes tiempos estimados:
\na) Incidentes cr\u00edticos: atenci\u00f3n prioritaria.
\nb) Fallos o errores moderados: respuesta en un plazo razonable.
\nc) Consultas generales: atenci\u00f3n en orden de llegada.
\nLos tiempos exactos podr\u00e1n variar seg\u00fan la complejidad del caso y el plan adquirido.<\/p>\n
5. Exclusiones<\/h3>\n
El soporte t\u00e9cnico no incluye:
\na) Desarrollo adicional no contratado.
\nb) Modificaciones de dise\u00f1o o programaci\u00f3n avanzadas.
\nc) Problemas derivados del mal uso del sistema por parte del cliente.
\nd) Conflictos generados por servicios o plataformas de terceros.
\ne) Migraciones no programadas o solicitudes fuera del alcance del plan.
\nLos servicios no incluidos podr\u00e1n cotizarse de manera independiente.<\/p>\n
6. Obligaciones del Cliente<\/h3>\n
El cliente se compromete a:
\n\u2022 Proveer informaci\u00f3n clara y suficiente para diagnosticar el problema.
\n\u2022 Permitir el acceso t\u00e9cnico cuando sea necesario.
\n\u2022 Respetar los tiempos de investigaci\u00f3n y resoluci\u00f3n.
\n\u2022 Mantener credenciales seguras y actualizadas.<\/p>\n
7. Responsabilidades del Proveedor<\/h3>\n
El proveedor deber\u00e1:
\n\u2022 Atender solicitudes mediante los canales oficiales.
\n\u2022 Documentar incidencias t\u00e9cnicas relevantes.
\n\u2022 Aplicar medidas razonables para resolver fallos reportados.
\n\u2022 Informar al cliente sobre avances o requerimientos adicionales.<\/p>\n
8. Limitaci\u00f3n de Responsabilidad<\/p>\n
El proveedor no ser\u00e1 responsable por:
\n\u2022 Fallos derivados de terceros externos.
\n\u2022 Ataques inform\u00e1ticos impredecibles.
\n\u2022 P\u00e9rdida de informaci\u00f3n no cubierta por las pol\u00edticas de respaldo.
\n\u2022 Configuraciones alteradas por el cliente sin notificaci\u00f3n previa.<\/p>\n
9. Modificaciones<\/p>\n
Cualquier modificaci\u00f3n a esta Pol\u00edtica deber\u00e1 ser publicada indicando la fecha de actualizaci\u00f3n correspondiente.<\/p>\n
10. Fecha de Actualizaci\u00f3n<\/h3>\n
\u00daltima actualizaci\u00f3n: ______________________<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":5007,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[60],"tags":[],"class_list":["post-5318","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-documentos"],"acf":[],"yoast_head":"\n
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