Technical Support¶
At Unimate we offer professional technical support to ensure the correct functioning of the platform and its components, including the management of reconciliations, data, bot flows and API connectivity.
How to request support?¶
To report a problem, ask a technical question or request assistance, you can write to us at:
Support e-mail: soporte@unimaterpa.com
When you send your message, a ticket is automatically generated and handled by the Unimate support team. You will receive a confirmation with a tracking number.
Ticket management¶
Each request is recorded as a unique ticket with assigned priority.
The support team evaluates the case and refers the query to the corresponding area: development, infrastructure, customer service or functional support.
You will receive automatic updates by mail as the resolution of the case progresses.
Modelo de SLA (Service Level Agreement)¶
The following is the Service Level Agreement (SLA) model used by the Unimate support team: SLA (Service Level Agreement) Model
High - Description: Critical incidents that affect the general operation of the system (crashes, errors when starting bots). - Response time: 4 business hours
Medium - Description: Degraded functionalities or errors in reconciliations. - Response time: 8 business hours
Low - Description: General inquiries, requests for improvement or documentation. - Response time: 24 business hours
Hours of operation: Monday to Friday from 9:00 to 18:00 (UTC-3, Montevideo).
Best practices when contacting support¶
To expedite your inquiry, we recommend that you include the following information:
Company name and user.
Clear description of the problem or query.
Screenshots or error message.
Date and approximate time of the incident.
Module or functionality where the problem occurred.
Our commitment¶
At Unimate we work with an interdisciplinary team that monitors tickets in real time, follows up according to the SLA and offers personalized attention to each client.
Last update: April 2025