{"id":6565,"date":"2026-05-20T17:47:46","date_gmt":"2026-05-20T22:47:46","guid":{"rendered":"https:\/\/ivcisa.com\/en\/?page_id=6565"},"modified":"2026-06-26T11:38:55","modified_gmt":"2026-06-26T16:38:55","slug":"how-to-get-support","status":"publish","type":"page","link":"https:\/\/ivcisa.com\/en\/how-to-get-support\/","title":{"rendered":"How To Get Support"},"content":{"rendered":"\t\t
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Support<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Steps to request technical support with IVCISA.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tClick here to enter the support system<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tClick here to access IVCISA's SLA<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Steps to<\/b> Request Support<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Follow these three simple steps to manage your requests effectively<\/h3>\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\n\t\t\t\t\t\t\tStep 1: Access to the Porta\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t

\n\t\t\t\t\t\t Log in to the platform using your credentials (email and password).\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\t\t\n\t\t\t\t\t\t\tStep 2: Ticket Creation\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t

\n\t\t\t\t\t\tOnce 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.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\t\t\n\t\t\t\t\t\t\tStep 3: Complete Ticket Fields\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t

\n\t\t\t\t\t\tYou must complete the following fields of the ticket:
\n\u2022 Title: It is the name of the ticket (for example, Need help with Amazon S3 service).
\n\u2022 Text: It is the section where the problem details are described. You can also attach evidence or screenshots for more context about the ticket.
\n\u2022 Type: It is the type of Request made in the ticket.
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Table of Request Types <\/b> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Category guide to streamline the processing and resolution of your requests<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Type<\/div><\/div><\/div><\/th>
Request Example<\/div><\/div><\/div><\/th><\/tr><\/thead>\n\t\t\t\t\t\t\t\t
IA \/ ML \u2013 Machine Learning<\/b>\n<\/div><\/div><\/div><\/td>
Requirements related to Machine Learning models, training, inference, pipelines, or use of artificial intelligence.<\/div><\/div><\/div><\/td><\/tr>
Cloud Compute\n<\/b>\n<\/div><\/div><\/div><\/td>
Requests associated with the use, creation, sizing, or adjustment of computing resources in the cloud (VMs, instances, scaling).<\/div><\/div><\/div><\/td><\/tr>
Cloud Infrastructure<\/b>\n<\/div><\/div><\/div><\/td>
Cloud infrastructure management, including environments, base services, storage, and general architecture.<\/div><\/div><\/div><\/td><\/tr>
Networking<\/b>\n<\/div><\/div><\/div><\/td>
Configuration or incidents related to networks, connectivity, firewalls, VPN, load balancers, or access between services.<\/div><\/div><\/div><\/td><\/tr>
Consultancy<\/b>\n<\/div><\/div><\/div><\/td>
Technical advisory requests, architecture review, best practices, or specialized recommendations.\n\n<\/div><\/div><\/div><\/td><\/tr>
Data Analytics\n<\/b>\n<\/div><\/div><\/div><\/td>
Requirements for data analysis, reports, visualizations, queries, or analytical processing.\n\n<\/div><\/div><\/div><\/td><\/tr>
Incident<\/b>\n<\/div><\/div><\/div><\/td>
Unexpected event that affects the normal functioning of a service and requires immediate attention.\n<\/div><\/div><\/div><\/td><\/tr>
Request <\/b>\n<\/div><\/div><\/div><\/td>
Request for a service, access, configuration, or planned requirement that does not represent a failure.\n<\/div><\/div><\/div><\/td><\/tr>
Security<\/b>\n<\/div><\/div><\/div><\/td>
Cases related to access, credentials, compliance, vulnerabilities, or security events.\n<\/div><\/div><\/div><\/td><\/tr><\/tbody>\n\t\t\t<\/table>\n\t\t<\/div>\n\n\t\t<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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RESPONSE TIMES (SLA) <\/b> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Response time structure designed to ensure the continuity of your business.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Response and resolution times depend on two factors:<\/span><\/p>

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  1. Criticality level:<\/b> determined by the complexity and impact of the incident described in the ticket.<\/span><\/li>
  2. Contracted Support Plan:<\/b> Essentials, Business, or Enterprise.<\/span><\/li><\/ol>

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    To know the specific response times according to your contracted plan, consult your service agreement terms document or contact your IVCISA account manager directly.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    RESET CREDENTIALS IN IVCISA SUPPORT CENTER<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    Step-by-step guide to generating a new password and resuming your activities on the portal<\/h3>\t\t\t\t<\/div>\n\t\t
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    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.<\/span><\/p>

    Instructions for User Credentials Reset:<\/b><\/p>

    To start the process, follow these steps on the login portal:<\/span><\/p>

    1. Select the option \u201cForgot your password?\u201d located on the login panel.<\/span><\/li>
    2. Enter the email address associated with your corporate account.<\/span><\/li>
    3. Follow the instructions you will receive in your inbox to reset your password.<\/span><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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      To continue with the process, please do the following:<\/span><\/p>

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      1. Enter your corporate email address in the corresponding field.<\/span><\/li>
      2. Follow the detailed instructions that will be displayed on the screen or sent to your inbox to complete the validation.<\/span><\/li><\/ol>

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        Recommendation:<\/b> Make sure to check your “Junk Email” or “Spam” folder in case you do not see the confirmation message within the next few minutes.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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        Security Note: Due to data protection protocols, the reset link has a limited temporary validity. We recommend completing the password change immediately after receiving the email.<\/h3>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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        ADDITIONAL VALIDATIONS IN IVCISA SUPPORT CENTER<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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        Strengthen your account security by setting up additional layers of protection<\/h3>\t\t\t\t<\/div>\n\t\t
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