Support & Technical Contact
We are here to help. Our technical support team handles your questions, incidents and requests quickly and professionally.
Business hours
Monday to Friday: 8:00 - 18:00 (GMT-5, Colombia time)
Outside these hours, messages are answered on the next business day.
Frequently asked questions
What is the technical support response time?
Our team answers support requests within a maximum of 4 business hours. For critical incidents, response time is under 1 hour during business hours.
How do I report an incident or a production bug?
You can report incidents over WhatsApp at +573112146459 or by emailing hola@nivelics.com with the subject 'Incident - [Project name]'. Include a description of the problem, the steps to reproduce it and screenshots if possible.
Do you offer support outside business hours?
Standard support is available Monday to Friday, 8:00 to 18:00 (GMT-5). For clients with an extended support contract, we offer 24/7 coverage for critical incidents. Check the details of your plan with your Delivery Manager.