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Ditap®

Support

Real channels, response times by severity, and a knowledge base to resolve urgent issues without waiting.

Contact channels

hola@ditap.io

Email — for S2, S3 and S4 cases

+39 345 243 5103

WhatsApp — for S1 cases (total outage)

Coverage hours

Standard coverage during business hours in each region (Argentina, Chile, and Italy). S1 cases are handled over WhatsApp with absolute priority; extended or 24/7 coverage is defined in each client's managed-service contract.

Severity levels

We classify every case by severity to prioritize the response. First triage is done by our AI agent within minutes — it classifies, gathers context, and prepares the case — and a human technician confirms severity and takes it on. You can always ask to speak directly with a person.

S1Total outage

A critical service is completely down, with no workaround available.

Absolute priority — handled before anything else, over WhatsApp

S2Severe degradation

The service works, but with a fault that seriously impacts operations.

High priority within coverage hours

S3Partial degradation

A real problem, with a reasonable workaround available.

Scheduled within the normal workflow

S4General inquiry

Questions, information requests, or minor changes. No service affected.

Answered in the normal workflow, no urgency

SLA and support commitments

Target response times published by severity.

Knowledge base

Self-service guides for the most common issues.

System status

Real-time status of DITAP services.

Emergency contact

For critical physical or operational security incidents.

PEOPLE, PROCESS AND SUPPORT

Alongside you, before, during and after.

A clear first conversation. A written proposal. Next steps agreed together.

  1. Before: understand and define

    We discuss your needs and set out objectives, deliverables, timelines and costs in the proposal.

  2. During: coordinate the work

    We agree on responsibilities, stages and the information needed to move forward. Launch and training are defined for each project.

  3. After: know what comes next

    We agree on support channels, hours and scope so you know whom to contact.

Answers before you decide.

What will I receive before signing?

A written proposal with scope, deliverables, stages, pricing and terms, including any additional services you choose.

How is support organized?

We define contact channels, hours and support scope in the proposal, so you know what is included and how to request help.

What happens to my organization’s information?

We review what information is needed, who can access it and how it is shared. For software systems, we also agree on backup, retention and export conditions.

Discuss your project ↗Meet the people behind DITAP

TECHNOLOGY THAT SUPPORTS YOUR TRUST

A protected technology foundation.

HTTPS / TLS

Encrypted connections

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AES-256

Infrastructure encryption

Vercel, this website’s hosting provider, documents AES-256 encryption for data stored on its infrastructure.

DITAP

Protection for your operation.

Each project defines its services and the protection needs of information and operations.

Explore the provider’s safeguards