TECHNICAL SUPPORT TEAM SPECIALIZED IN TROUBLESHOOTING CLOUD SERVICES AND SOLUTIONS

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You’re an Intcomex Cloud Reseller:

You have privileges you can’t miss!

Enjoy great help for you and your clients: use and offer them the support of the specialized team to respond to failures within cloud services.

The Support Latam team will assist you when you have technical failures in your cloud solutions purchased with Intcomex Cloud. If it is your clients who need support, the Support Latam team will present themselves to them under the white label concept so that it will be as if you provide the service, covering:

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Technical failures within the services that the client has purchased in the CSP plan

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Services contracted and assigned to each of the subscribing users

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Support aimed at Resellers or Final Clients with existing commercial agreements with Intcomex Cloud

When you or your client have doubts regarding the use of products and services, you may consult the knowledge base that we make available to find the solution through self-management and self-learning. However, if you fail to do so, you may contact our experts, who will work to identify the solution to the presented failure for both you and your clients.

When your client presents a technical failure in a cloud solution acquired in a CSP plan, we will attend to it through the three contact channels that we have available:

 Our services:
Ticket creation form

Your client will enter their contact details and support documents related to the failure

Our access url:
help.supportlatam.cloud

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Real-time interaction with a support agent to validate the case and, if possible, provide a solution either through chat or remote access. Otherwise, an escalation number will be assigned to allow follow-up of the case.

You will find information related to basic inquiries received, classified according to type of service and topic.

24×7 service for the website.
Attention 16 x 7 for live chat (6 am to 10 pm – Colombia time)

Through our email account connected to our support platform, you can communicate with us. When replying to your message, we will send the ticket number generated for your request.

Contact us at: support@supportlatam.cloud

The information that you must include in the email is very simple:

 

Tenant administrator name
Telephone contact
Contact Email
Number of users presenting the failure
Screenshots of the failure (when possible)

 

24×7 attention

Through our Support Latam telephone lines, we attend to requests from users and / or the technical team of your clients. We validate the request and if necessary, we will create the support ticket to provide a solution to the client’s problem.

The contact lines are:

Attention 16 x 7 (6 am to 10 pm – Colombia time)

Latam Support will provide the first response to your client within 1 hour.

For Microsoft solutions, Intcomex Cloud Resellers and their clients can enjoy the priority Microsoft offers as advanced support by receiving a response as Severity A (1 Hour) in all cases to obtain a solution or scale.

The ability to offer your clients technical support from experts in the cloud separates you from the competition. Intcomex Cloud allows you to answer your clients’ needs and give them the peace of mind. and support that will enable them to achieve excellence in the cloud.

To learn more about how Latam Support can help you meet your business objectives,
contact us at cloudsales@intcomex.com

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