At DFX LATAM, our priority is to provide efficient and high-quality technical support to ensure customer satisfaction. To maintain clear communication and set realistic expectations regarding response times, we have developed the following policies:

Service Hours:

Our technical support team is available to assist you during specific hours, which will be communicated through our official channels. The hours may vary depending on the service plan and customer subscription. Any inquiries or requests made outside of these hours will be addressed during the next support period.

Response Times:

Our goal is to provide quick and efficient responses to all inquiries and support requests. Response times may vary based on priority and problem complexity.

We establish the following general response times:

• High Priority: Response within up to 4 business hours.
• Medium Priority: Response within up to 12 business hours.
• Low Priority: Response within up to 24 business hours.

Business Days:

Response times are counted in business days, from Monday to Friday, excluding holidays and non-working days according to the official calendar. Requests made during weekends or non-working days will be attended to on the next business day.

Progress Updates:

If a technical support request requires additional time for resolution, we will keep you informed about the progress and any changes to the estimated resolution timeframe.

Case Escalation:

If a problem is not resolved within the estimated timeframe or if you believe the response does not meet your needs, you can request the escalation of the case to a higher level of support. We will strive to provide you with a satisfactory solution as soon as possible.

Urgent Inquiries:

We understand that some situations may require immediate attention. If you have an urgent inquiry or issue, we recommend using the designated support channels for a faster response.

Best Practices:

To streamline the support process and obtain more efficient responses, we encourage you to provide detailed information about the issue, including screenshots, error messages, and any other relevant information.

These response time policies are essential for maintaining effective communication between our technical support team and our customers. If you have any questions or need assistance, please do not hesitate to contact us through the designated support channels.

Note: Service performance incidents are reported in real time under 'service status.'

Would you like to add a new user or contact with permissions to access our support service? If you wish to authorize a new additional contact on your customer account, simply log in to your account and access the 'Contacts' section.