Steps to request technical support with IVCISA.
Log in to the platform using your credentials (email and password).
Once logged into the session, you can create a ticket manually by clicking the + button located at the bottom of the navigation bar. This opens the ticket creation screen, where you must enter all necessary information.
You must complete the following fields of the ticket:
• Title: It is the name of the ticket (for example, Need help with Amazon S3 service).
• Text: It is the section where the problem details are described. You can also attach evidence or screenshots for more context about the ticket.
• Type: It is the type of Request made in the ticket.
Type | Request Example |
|---|---|
IA / ML – Machine Learning
| Requirements related to Machine Learning models, training, inference, pipelines, or use of artificial intelligence. |
Cloud Compute
| Requests associated with the use, creation, sizing, or adjustment of computing resources in the cloud (VMs, instances, scaling). |
Cloud Infrastructure
| Cloud infrastructure management, including environments, base services, storage, and general architecture. |
Networking
| Configuration or incidents related to networks, connectivity, firewalls, VPN, load balancers, or access between services. |
Consultancy
| Technical advisory requests, architecture review, best practices, or specialized recommendations.
|
Data Analytics
| Requirements for data analysis, reports, visualizations, queries, or analytical processing.
|
Incident
| Unexpected event that affects the normal functioning of a service and requires immediate attention.
|
Request
| Request for a service, access, configuration, or planned requirement that does not represent a failure.
|
Security
| Cases related to access, credentials, compliance, vulnerabilities, or security events.
|
Response time structure designed to ensure the continuity of your business.
Response and resolution times depend on two factors:
To know the specific response times according to your contracted plan, consult your service agreement terms document or contact your IVCISA account manager directly.
In case you do not remember your password or experience difficulties accessing the platform, the system allows you to generate a new security key autonomously.
Instructions for User Credentials Reset:
To start the process, follow these steps on the login portal:
To continue with the process, please do the following:
Recommendation: Make sure to check your “Junk Email” or “Spam” folder in case you do not see the confirmation message within the next few minutes.
According to the classification matrix on the page, a case is categorized as P1 only when there is a total interruption or complete shutdown of critical business services, massively impacting operations and requiring emergency intervention. Minor failures or partial degradations are referred to levels P2 or P3.
To expedite the diagnosis of your case, the support workflow requires you to gather the following key information before opening a ticket:
Yes. Although general inquiries and basic change requests follow a standard time window (Monday to Friday), the platform has a dedicated 24/7/365 coverage scheme for critical P1 severity incidents, ensuring that a team of on-call engineers is available to address the emergency regardless of the day or time.
It’s a structured operational guide that defines maximum response times and hierarchical support routes. If a ticket isn’t resolved within the established timeframe for its priority level, or if it requires a higher level of technical expertise, this matrix automatically indicates which engineers or managers should handle the case.
The Self-Service Portal and its Knowledge Base are designed to immediately resolve configuration questions, documentation queries, or standard procedures (generally associated with low priorities P3 or P4). Using it allows you to manage the solution yourself instantly without having to wait for an agent to process a ticket in the queue.
Each time you submit a request, the system automatically generates a unique ticket number. With this identifier, you can access the Help Desk portal to check the current status of your case (on hold, in progress, or resolved), chat directly with the assigned engineer, or attach additional evidence if the situation changes.
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