Our support platform allows you to review articles related to your services by categories, chat in the web application like FB Messenger, Instagram, among others. The channels are integrated into a single platform, meaning all messages arrive at the same control center and are attended to by our staff according to the SLA.
Available Support Channels:
Email: soporte@dongee.com
Chat: On our website www.dongee.com
WhatsApp: Adding the number +13058901818 or via the link
Facebook Messenger: At the following link
Knowledge Base: soporte.dongee.com
Phone: Available at the top of our website (top right) https://www.dongee.com
Voice to Ticket: Leave a voice message with your details and we will call you back
Telegram: Account https://t.me/dongee_bot
Instagram: Sending a message on Instagram @dongeehost. Follow us link
Chat Call: Start a chat and then request a call through the same channel. You must have a microphone on your computer.
Remote Support with AnyDesk: Download your client for Mac - Windows - Linux - Android
SLA Policy
The SLA or Service Level Agreement are the policies for providing timely service for all requests. This means that those with a critical event are prioritized over those with a low-priority event.
Critical Priority Intervention time: up to 15 minutes
Examples
Network problems (ping does not respond)
Server unavailable due to overload (ping does not respond)
Server unavailable due to memory, CPU, and network usage (ping does not respond)
Hardware failure (ping does not respond)
Additional services for internal client software intervention
Urgent Priority Response time: up to 1 hour. In the following cases with immediate response time or less than 1 hour for shared web hosting, database, email, or inaccessible panel.
Examples
Email: does not reach its destination or is not received.
Your website is not visible or appears suspended.
Network failure, hardware failure.
High Priority Response time: up to 4 hours.
Examples Blocking events of administrative platforms such as cPanel, Manager as well as the server; however, they do not affect the performance of the websites.
Medium Priority Response time: up to 12 hours.
Events related to the content of websites and servers
Review of programming errors
SSL certificates
Redirections, content-side errors such as 500, 404, and others.
Full disks, full partitions. Support in maintenance operations on the client-side.
In general, issues that are the domain and responsibility of the client regarding content.
Low Priority Response time: up to 24 hours
Examples Questions about non-blocking issues, technical advice. Administrative, payment, or sales issues.
Phone Lines
Bogotá +57 (1) 3819002
Medellín +57 (4) 2040734
Barranquilla +57 (5) 3161389
Cali +57 (2) 6207406
Rest of Colombia 01800-5184322
Mexico City: +52 5585261355
USA + 1 (305) 890 1818
Lima +51 16409354
Rio de Janeiro +55 2123911884
Buenos Aires +54 (11) 50328191
Santiago de Chile +56 (22) 4053024
Phone support hours: Monday – Friday – 8:00 am – 6 pm / Saturdays 8 am to 12 pm – 5 MGW (NY, Bogotá, Lima)