Technical support

If you need some support on technical issues or questions about any of our products, like installing, configuring or troubleshooting, you can use our Help Center to contact us:

Once you enter the Help Center you can submit a request, clicking on the button as seen on the image:

Open

And selecting the 'Technical support' option:

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This will open a form with the information we need to know in order to help you. Required fields are marked with an asterisk.

• Product Category. You can choose between the different Grupo Álava products. If the request is about MonoM platform, please select the 'MonoM' option.

• Product subcategory. This field is optional, but you can specify us if the support you need is about a software or a hardware issue.

• Priority. Please select the priority of your request based on the following information:

  • Critical: Incidents that compromise the stability of the system making it impossible to use or that imply a loss of data.

  • Very High: Incidents that affect and make impossible the use of the main functionalities* of the software.

  • High: Incidents that affect the main functionalities* of the software without limiting its use.

  • Medium: Incidents that affect and make impossible the use of secondary functionalities of the software.

  • Low: Incidents that affect functionalities but do not limit their use.

* What is understood by main functionalities?

• Summary and description. Please write in the summary a brief and concrete title that summarizes your request. In the description you can add a more detailed explanation.

• Attachments. This field is optional, but here you can add some files or screenshots that help us understand your problem, question or request.

Once you send us your request, we will contact you as soon as possible.