One single channel
Support is concentrated at soporte.devnia.cl. A single channel keeps requests from getting lost in email threads and makes each case history readable by both sides.
How a ticket is handled
Each ticket enters a protected queue. Authorized agents — human or assisted — reply from that queue, and every action on the case is recorded: who replied, when, which priority was assigned and how it was closed.
Scope and hours
Contracted plans include business-hours support. Commercial enquiries are handled at contacto@devnia.cl and personal data requests at privacidad@devnia.cl.
Escalation and incidents
An incident affecting operations is escalated according to impact and triggers continuity procedures: diagnosis, containment, client communication and a written record afterwards.