# Support center for active customers | UGPS URL: https://ugps.io/en/support SUPPORT ยท HELP AND FOLLOW-UP # Report an incident with the right context For active customers who need technical help, administrative follow-up or escalation. If you give the context from the start, the case moves forward better. [Open a ticket](#crear-ticket)[General contact](https://ugps.io/en/contact) Technical and administrative support Escalation based on impact Follow-up with context BEFORE YOU SEND THE TICKET - Requester's company, name and email - Affected module or product - License plate, asset or user involved - Approximate time of the event - Description of the operational impact - Screenshots, videos or evidence, if any ## A team with operational context We don't treat each ticket as an isolated case. We prioritize by understanding the fleet, hardware, users and service continuity. ## Better detail, better response time Company, module, affected asset, impact and evidence help avoid unnecessary back-and-forth and speed up diagnosis. ## Follow-up based on real criticality When an incident affects safety, operations or billing, the support flow changes and the case is escalated. HOW TO LOG THE CASE ## Choose the incident type and priority carefully Not every request has the same impact. A good classification improves triage time and keeps the case from reaching the right team late. Platform and device incidents GPS, AI video, forms, connectivity, installation, sensors and unexpected service behavior. Billing and administration Tax documents, payments, purchase orders, renewals, additions, cancellations and administrative coordination. Project changes and optimization New users, reports, expansions, scope adjustments and improvements to what is already in place. ### Open a support ticket If your question is commercial or you want to evaluate a new solution for your operation, use the quote or contact page. Name Email Company Incident type Priority Description More context from the start helps us respond sooner, prioritize well and avoid rework between support, operations and implementation. Send ticket ## Support channels by type of request A good help center doesn't mix everything in a single inbox. We keep the channels visible so each case arrives with better context and reaches the right team from the start. Technical support soporte@ugps.io For platform, device, connectivity, integration, installation and service behavior incidents. Billing facturacion@ugps.cl Questions about documents, payments, agreements, purchase orders and administrative coordination. Executive escalation patricio.soto@ugps.cl When a sensitive case needs additional executive visibility to unblock it or align owners. PRIORITY GUIDE ### How to think about the severity of the case Level 1 Non-urgent question or adjustment Usage questions, administrative requests or settings that don't affect immediate continuity. Level 2 Partial operational impact One or more assets, modules or users affected, but with temporary workarounds available. Level 3 Critical operations or safety A failure that compromises evidence, continuity, asset security or key decisions. Usual support hours: Monday to Friday during business hours. If the case affects safety or operational continuity, state it clearly in the description.