Explore 11 different ways to request assistance, all available on a single platform managed by the Dongee team.

Yes, our platform is completely unified for your convenience. You can start a ticket directly from the chat. Once created, you can continue your inquiry via email, Instagram, or Facebook Messenger. This means you can ask your question in the chat and receive a response within minutes according to our SLA, which you can review in the SLA Policy and Support Channels. Additionally, you will be notified in your browser or by email when there is an update.

For more information about our service quality, you can check our latest satisfaction report at https://www.dongee.com/satisfaccion/.

No, our conversations do not close due to inactivity. If you need to step away, don’t worry, the response will arrive in your email. Additionally, you can see the response in the same chat from the device you used, whether it’s your phone or computer. There’s no need to stay in front of your computer. You can make your inquiry and we will notify you when there is a response.

Yes, you can switch between our different channels and continue the same conversation without losing the thread. This works for Facebook Messenger, Instagram, Telegram, Email, and Chat. You can start on one and continue on another with complete ease.

Yes, at the end of the conversation, you will receive an email with a rating system so you can rate your agent. Your feedback is very important to us.

Don't worry, all requests are handled according to our SLA. This means that, for example, a payment question can be resolved within 24 hours, while a critical incident like an inoperable server is addressed within minutes. For more details, you can review our SLA policy here.

Our SLA policies are available at https://www.dongee.com/soporte. Priorities range from critical, with a response time of less than 2 minutes, to low priority, with a response time of 24 hours.

Our average response time is 2 minutes. However, all critical events are connected to our monitoring system, which runs every 30 seconds. In these cases, a Level 2 engineer checks and resolves the incident immediately. The priority is to resolve the situation first, and then other engineers will respond to any messages received through our channels.

Our hardware and software are monitored every 30 seconds. If an incident occurs in the data center, our engineers receive notifications and respond quickly. These notifications also reach our support team, ensuring an immediate response. Typically, the time between the incident and the solution is so short that most of the time the customer doesn't even notice.

In cases where the repair takes longer, such as a failure in a database engine, the engineer focuses on resolving the incident as quickly as possible to minimize recovery time (RTO).

In theory, a server should never experience high load at any time, as all services and accounts are contained within a CloudLinux "shell." This ensures that if a site has an issue, such as an attack or heavy traffic, it doesn't affect others. Dongee has a load monitoring service that sends a message to our internal staff communication platform if a website takes more than 12 seconds to load. In such cases, a staff member takes control of the situation immediately to ensure the site loads quickly most of the time. These checks are performed every 3 minutes.

Additionally, every two days, between 10 pm and 4 am, we perform disk-level backups to ensure the security and availability of your data. During these periods, load times may increase slightly by 2 to 5 seconds, but without affecting the operational status of the sites.