Business technical support

Technical support levels

FiberLink offers different support levels so each client can select the right coverage according to operational criticality. Critical 24/7 support has an additional cost because it requires continuous operational availability.

Level Schedule Includes Response time Typical cases
Standard Monday to Friday, business schedule Questions, non-critical case follow-up, basic coordination and support for the contracted service. Up to 24 business hours Administrative questions, minor changes, non-urgent reports.
Business Hours Monday to Friday, 8:00 a.m. to 5:00 p.m. Remote diagnosis, technical escalation, priority coordination and incident follow-up during business hours. 4 to 8 business hours Service degradation, intermittent connectivity, scheduled changes, partial failures.
Critical 24/7 24 hours, 7 days a week Priority attention for critical incidents, active monitoring, immediate technical escalation and corrective action coordination. Less than 2 hours Total link outage, severe operational impact, loss of primary connectivity.

Severity definition

  • Critical: total service interruption or severe impact that prevents normal client operation.
  • High: significant degradation, frequent intermittency or partial loss of functionality.
  • Medium: partial incident where operational continuity is still possible.
  • Low: questions, administrative requests, minor changes or non-urgent requirements.

Contract note

Response times are objectives for initial attention and diagnosis. They do not represent an automatic resolution-time guarantee, since resolution may depend on physical access, third parties, electrical power, client infrastructure, permits or force majeure events.

Critical 24/7 support applies only when expressly contracted and billed as part of the service.