Managing customer requests is critical to us as a hosting service provider. To deal with different emergencies, we have created an assistance system based on the concept of TRIAGE, inspired by hospital practice for emergency management. This model is based on three key criteria:

• Quickness: Quick assessment of the urgency of the request.
• Sensitivity and Specificity: Accurate identification of critical or non-critical cases.
• Organizational Logic: Efficient use of resources to provide high quality service.

The problems are classified with color codes:

• RED: Critical emergencies, with intervention in less than 15 minutes.
• YELLOW: Moderate problems, with response within 24 hours.
• GREEN: Low priority issues, response within 4 days.
• WHITE: Non-urgent problems, outside our scope, or not within our competence, deferrable and with intervention within a week.

Every technical request that comes to us is carefully evaluated to determine its level of complexity and consequently, the associated fee. If the request involves the development of new functions or features, the pricing will be calibrated accordingly, to reflect the time and resources necessary for implementation.

It should also be noted that, in the event that the problem to be resolved is caused by errors or incompetence on the part of the customer, we may apply modest additional costs as a contribution to expenses. These costs will be clearly indicated and communicated. This approach allows us to manage our resources more effectively and continue to offer a high-quality service at competitive prices.

Here are the four categories of urgency and the most frequent problems, divided by priority.