Operational Support

    Operational support that scales with you

    We take care of your suppliers so you can take care of your business. Three tiers of specialized support with guaranteed SLA.

    < 4h response
    NPS 92
    Egixia Service Desk
    Online · Live · LATAM

    184

    Solved

    3.2 min

    MRT

    4.9 ★

    CSAT

    REAL-TIME QUEUE

    5 open
    🇲🇽
    L1TK-9821 2 min

    Can't upload XML invoice

    🇨🇴
    L3TK-9820 8 min

    Error 500 in OData webhook

    🇵🇪
    L2TK-9819 15 min

    Configure VAT withholding Peru

    🇨🇱
    L1TK-9818 1 min

    When will PO #4421 be paid?

    Auto-routing IA +12% vs ayer

    ACTIVE AGENTS

    M

    María R.

    L1 · ES

    J

    João S.

    L1 · PT

    D

    Diego M.

    L2 · ES

    A

    Ana L.

    L3 · ENG

    Carga del equipo62%

    <0h

    Level 1 Response

    0.5%

    Guaranteed uptime

    +0

    Tickets resolved/month

    0

    Satisfaction NPS

    Three tiers, zero gaps

    Every ticket reaches the right level. No bouncing, no unnecessary delays.

    Level 1

    End User

    Direct support for your suppliers and internal users. Help with registration, passwords, and invoice uploads.

    • Data registration and updates
    • Password recovery
    • Invoice and document uploads
    • Payment status queries
    • Platform navigation
    Response < 4h
    Level 2

    Functional

    Resolution of business rule, configuration, and procurement process queries.

    • Business rules and configurations
    • Tax and withholding queries
    • Procurement process questions
    • Approval flow adjustments
    • Custom reports and dashboards
    Response < 8h
    Level 3

    Engineering

    Technical team for bugs, security patches, and ERP integration monitoring.

    • Emergency bugs and patches
    • ERP integration monitoring
    • Performance optimization
    • Connector updates
    • API troubleshooting
    Response < 2h (critical)

    5 integrated support channels

    Email
    WhatsApp
    Web Portal
    Phone
    Live Chat

    Egixia vs Traditional Support

    CriteriaEgixiaTraditional Support
    L1 response time < 4 hours24-48 hours
    Support channels 5 integrated channelsEmail and phone
    Supplier onboarding Proactive campaigns + 1:1PDF user manual
    Integration monitoring Proactive 24/7Reactive (post-failure)
    Multilingual support ES / EN / PTLocal language only
    Differentiator

    Assisted Supplier Onboarding

    We don't wait for suppliers to register. We proactively reach out with campaigns and personalized guidance.

    Proactive Campaigns

    Segmented emails and WhatsApp messages so your suppliers complete registration frictionlessly.

    1:1 Guidance

    Personalized onboarding sessions for strategic suppliers.

    Automated Follow-Up

    Automatic reminders and escalation if a supplier doesn't complete the process.

    Document Validation

    We verify every document meets the country's legal and tax requirements.

    Frequently asked questions about support

    Your team deserves enterprise-grade support

    Tell us the size of your operation and we'll put together a custom support plan.