{"id":16857,"date":"2022-06-28T07:37:26","date_gmt":"2022-06-28T05:37:26","guid":{"rendered":"https:\/\/kyonagroup.com\/?page_id=16857"},"modified":"2022-08-22T16:55:19","modified_gmt":"2022-08-22T14:55:19","slug":"sla-acuerdo-de-nivel-de-servicio","status":"publish","type":"page","link":"https:\/\/website.kyonagroup.com\/es\/sla-acuerdo-de-nivel-de-servicio\/","title":{"rendered":"SLA (Acuerdo de nivel de servicio)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"16857\" class=\"elementor elementor-16857 elementor-8662\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"wd-negative-gap elementor-section elementor-top-section elementor-element elementor-element-2db12f6 elementor-section-boxed elementor-section-height-default elementor-section-height-default wd-section-disabled\" data-id=\"2db12f6\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-442d4e7\" data-id=\"442d4e7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f0f73af color-scheme-inherit text-left elementor-widget elementor-widget-text-editor\" data-id=\"f0f73af\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<h4>Documento v\u00e1lido desde: 4 de enero de 2021<\/h4>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ba7050 color-scheme-inherit text-left elementor-widget elementor-widget-text-editor\" data-id=\"5ba7050\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h1>Acuerdo de nivel de servicios<\/h1><p>Documento v\u00e1lido desde: 4 de enero de 2021<\/p><p>Este documento es el Acuerdo de Nivel de Servicio (SLA) de kyona para los siguientes productos:<\/p><ul><li>Tabla de alineaci\u00f3n de reuniones<\/li><li>Buscador r\u00e1pido de archivos<\/li><li>MiniWiki<\/li><li>MOPTI Enterprise Modeler<\/li><li>MyToDo Board<\/li><li>SharePlus Chat<\/li><li>Visual Issue Card<\/li><\/ul><p>Si crea una solicitud de soporte a trav\u00e9s de los canales de soporte disponibles, le responderemos en un plazo de 24 horas laborables a partir del momento de su primera solicitud. Nuestro objetivo es responder a la mayor\u00eda de las consultas en el mismo d\u00eda laborable. kyona se esforzar\u00e1 por proporcionar soporte de acuerdo con este Acuerdo de Nivel de Servicio y no es responsable de los retrasos causados por el cliente o por razones ajenas a kyona.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a932b66 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"a932b66\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-divider{--divider-border-style:none;--divider-border-width:1px;--divider-color:#0c0d0e;--divider-icon-size:20px;--divider-element-spacing:10px;--divider-pattern-height:24px;--divider-pattern-size:20px;--divider-pattern-url:none;--divider-pattern-repeat:repeat-x}.elementor-widget-divider .elementor-divider{display:flex}.elementor-widget-divider .elementor-divider__text{font-size:15px;line-height:1;max-width:95%}.elementor-widget-divider .elementor-divider__element{margin:0 var(--divider-element-spacing);flex-shrink:0}.elementor-widget-divider .elementor-icon{font-size:var(--divider-icon-size)}.elementor-widget-divider .elementor-divider-separator{display:flex;margin:0;direction:ltr}.elementor-widget-divider--view-line_icon .elementor-divider-separator,.elementor-widget-divider--view-line_text .elementor-divider-separator{align-items:center}.elementor-widget-divider--view-line_icon .elementor-divider-separator:after,.elementor-widget-divider--view-line_icon .elementor-divider-separator:before,.elementor-widget-divider--view-line_text .elementor-divider-separator:after,.elementor-widget-divider--view-line_text .elementor-divider-separator:before{display:block;content:\"\";border-bottom:0;flex-grow:1;border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--element-align-left .elementor-divider .elementor-divider-separator>.elementor-divider__svg:first-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-left .elementor-divider-separator:before{content:none}.elementor-widget-divider--element-align-left .elementor-divider__element{margin-left:0}.elementor-widget-divider--element-align-right .elementor-divider .elementor-divider-separator>.elementor-divider__svg:last-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-right .elementor-divider-separator:after{content:none}.elementor-widget-divider--element-align-right .elementor-divider__element{margin-right:0}.elementor-widget-divider:not(.elementor-widget-divider--view-line_text):not(.elementor-widget-divider--view-line_icon) .elementor-divider-separator{border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--separator-type-pattern{--divider-border-style:none}.elementor-widget-divider--separator-type-pattern.elementor-widget-divider--view-line .elementor-divider-separator,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:after,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:before,.elementor-widget-divider--separator-type-pattern:not([class*=elementor-widget-divider--view]) .elementor-divider-separator{width:100%;min-height:var(--divider-pattern-height);-webkit-mask-size:var(--divider-pattern-size) 100%;mask-size:var(--divider-pattern-size) 100%;-webkit-mask-repeat:var(--divider-pattern-repeat);mask-repeat:var(--divider-pattern-repeat);background-color:var(--divider-color);-webkit-mask-image:var(--divider-pattern-url);mask-image:var(--divider-pattern-url)}.elementor-widget-divider--no-spacing{--divider-pattern-size:auto}.elementor-widget-divider--bg-round{--divider-pattern-repeat:round}.rtl .elementor-widget-divider .elementor-divider__text{direction:rtl}.e-con-inner>.elementor-widget-divider,.e-con>.elementor-widget-divider{width:var(--container-widget-width,100%);--flex-grow:var(--container-widget-flex-grow)}<\/style>\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ff36f12 color-scheme-inherit text-left elementor-widget elementor-widget-text-editor\" data-id=\"ff36f12\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h1 style=\"margin-bottom: var(--wd-tags-mb); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: var(--wd-title-font-weight); font-family: var(--wd-title-font); text-transform: none;\">Horario de atenci\u00f3n y tiempos de respuesta<\/h1><p style=\"margin-bottom: var(--wd-tags-mb); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; font-family: UniNeue, sans-serif; font-size: 16px;\">El horario comercial de kyona es de 9 a 17 horas CET, de lunes a viernes. Nuestra oficina est\u00e1 cerrada los d\u00edas festivos nacionales que figuran en el calendario de Alemania. Todas las consultas de soporte se responden en un plazo de 24 horas, excluyendo los d\u00edas festivos. Supervisamos constantemente nuestros canales de asistencia para detectar problemas cr\u00edticos.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ff2bc37 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ff2bc37\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7fcd13 color-scheme-inherit text-left elementor-widget elementor-widget-text-editor\" data-id=\"b7fcd13\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h1 style=\"margin-bottom: var(--wd-tags-mb); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: var(--wd-title-font-weight); font-family: var(--wd-title-font); text-transform: none;\">Canales de asistencia<\/h1><p style=\"margin-bottom: var(--wd-tags-mb); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; font-family: UniNeue, sans-serif; font-size: 16px;\">Puede solicitar apoyo mediante:<\/p><ul style=\"margin-bottom: var(--list-mb); padding-left: var(--li-pl); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; font-family: UniNeue, sans-serif; font-size: 16px; --list-mb: 20px; --li-mb: 10px; --li-pl: 17px;\"><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Presentar un ticket para el Alignment Meeting Board para Jira\u00a0<a class=\"external-link\" style=\"font-size: 16px;\" href=\"https:\/\/bitbucket.org\/kyona\/alignment-meeting-board\/issues\" target=\"_blank\" rel=\"nofollow noopener\">https:\/\/bitbucket.org\/kyona\/alignment-meeting-board\/issues<\/a><\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Presentar un ticket para el buscador r\u00e1pido Attached\u00a0<a class=\"external-link\" style=\"font-size: 16px;\" href=\"https:\/\/bitbucket.org\/kyona\/attached-quick-finder-for-jira\/issues\" target=\"_blank\" rel=\"nofollow noopener\">https:\/\/bitbucket.org\/kyona\/attached-quick-finder-for-jira\/issues<\/a><\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Enviar un ticket para MiniWiki para Jira a trav\u00e9s de\u00a0<a class=\"external-link\" style=\"font-size: 16px;\" href=\"https:\/\/bitbucket.org\/kyona\/miniwiki\/issues\" target=\"_blank\" rel=\"nofollow noopener\">https:\/\/bitbucket.org\/kyona\/miniwiki\/issues<\/a><\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Env\u00ede un ticket para MyToDo Board a trav\u00e9s de\u00a0<a class=\"external-link\" style=\"font-size: 16px;\" href=\"https:\/\/bitbucket.org\/kyona\/mytodo-board-for-jira\/issues\" target=\"_blank\" rel=\"nofollow noopener\">https:\/\/bitbucket.org\/kyona\/mytodo-board-for-jira\/issues<\/a><\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Env\u00ede un ticket para SharePlus para Jira a trav\u00e9s de\u00a0<a class=\"external-link\" style=\"font-size: 16px;\" href=\"https:\/\/bitbucket.org\/kyona\/shareplus\/issues\" target=\"_blank\" rel=\"nofollow noopener\">https:\/\/bitbucket.org\/kyona\/shareplus\/issues<\/a><\/li><li style=\"font-size: 16px;\">Env\u00ede un ticket para Visual Issue Card para Jira a trav\u00e9s de\u00a0<a class=\"external-link\" style=\"font-size: 16px;\" href=\"https:\/\/bitbucket.org\/kyona\/visual-issue-card-for-jira\/issues\" target=\"_blank\" rel=\"nofollow noopener\">https:\/\/bitbucket.org\/kyona\/visual-issue-card-for-jira\/issues<\/a><\/li><\/ul><p style=\"margin-bottom: var(--wd-tags-mb); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; font-family: UniNeue, sans-serif; font-size: 16px;\">Las consultas realizadas a trav\u00e9s de foros abiertos como la Comunidad Atlassian son supervisadas por nuestro equipo de soporte y respondidas con un esfuerzo razonable.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5f0a6d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"f5f0a6d\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ae7745 color-scheme-inherit text-left elementor-widget elementor-widget-text-editor\" data-id=\"9ae7745\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h1 style=\"margin-bottom: var(--wd-tags-mb); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: var(--wd-title-font-weight); font-family: var(--wd-title-font); text-transform: none;\">El soporte de kyona incluye<\/h1><ul style=\"margin-bottom: var(--list-mb); padding-left: var(--li-pl); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; font-family: UniNeue, sans-serif; font-size: 16px; --list-mb: 20px; --li-mb: 10px; --li-pl: 17px;\"><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Soporte con la configuraci\u00f3n de los productos kyona<\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Directrices y mejores pr\u00e1cticas de los productos kyona<\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Ayuda con la resoluci\u00f3n de problemas con los productos kyona<\/li><li style=\"font-size: 16px;\">Ayuda con los problemas que surgen de las actualizaciones de los productos kyona<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d32fd7 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5d32fd7\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e52014 color-scheme-inherit text-left elementor-widget elementor-widget-text-editor\" data-id=\"0e52014\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h1 style=\"margin-bottom: var(--wd-tags-mb); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: var(--wd-title-font-weight); font-family: var(--wd-title-font); text-transform: none;\">El soporte de kyona no incluye<\/h1><ul style=\"margin-bottom: var(--list-mb); padding-left: var(--li-pl); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; font-family: UniNeue, sans-serif; font-size: 16px; --list-mb: 20px; --li-mb: 10px; --li-pl: 17px; color: #777777;\"><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Soporte telef\u00f3nico<\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Formaci\u00f3n sobre el producto<\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Soporte para configuraciones de Jira que no est\u00e9n relacionadas con un producto kyona<\/li><li style=\"margin-bottom: var(--li-mb); font-size: 16px;\">Ayuda para la programaci\u00f3n de una API de producto<\/li><li style=\"font-size: 16px;\">Soporte en un idioma distinto al ingl\u00e9s y al alem\u00e1n<\/li><\/ul><p style=\"margin-bottom: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; font-family: UniNeue, sans-serif; font-size: 16px; color: #777777;\">Estos servicios no forman parte de los servicios de soporte y requieren una comisi\u00f3n especial por separado que es un compromiso de pago.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Documento v\u00e1lido desde: 4 de enero de 2021 Acuerdo de nivel de servicios Documento v\u00e1lido desde: 4 de enero de<\/p>\n","protected":false},"author":12,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","footnotes":""},"class_list":["post-16857","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.7 (Yoast SEO v21.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>SLA (Acuerdo de nivel de servicio) - kyona Group<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/website.kyonagroup.com\/es\/sla-acuerdo-de-nivel-de-servicio\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SLA (Acuerdo de nivel de servicio)\" \/>\n<meta property=\"og:description\" content=\"Documento v\u00e1lido desde: 4 de enero de 2021 Acuerdo de nivel de servicios Documento v\u00e1lido desde: 4 de enero de\" \/>\n<meta property=\"og:url\" content=\"https:\/\/website.kyonagroup.com\/es\/sla-acuerdo-de-nivel-de-servicio\/\" \/>\n<meta property=\"og:site_name\" content=\"kyona Group\" \/>\n<meta property=\"article:modified_time\" content=\"2022-08-22T14:55:19+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/website.kyonagroup.com\/es\/sla-acuerdo-de-nivel-de-servicio\/\",\"url\":\"https:\/\/website.kyonagroup.com\/es\/sla-acuerdo-de-nivel-de-servicio\/\",\"name\":\"SLA (Acuerdo de nivel de servicio) - kyona Group\",\"isPartOf\":{\"@id\":\"https:\/\/website.kyonagroup.com\/es\/#website\"},\"datePublished\":\"2022-06-28T05:37:26+00:00\",\"dateModified\":\"2022-08-22T14:55:19+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/website.kyonagroup.com\/es\/sla-acuerdo-de-nivel-de-servicio\/#breadcrumb\"},\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/website.kyonagroup.com\/es\/sla-acuerdo-de-nivel-de-servicio\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/website.kyonagroup.com\/es\/sla-acuerdo-de-nivel-de-servicio\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/website.kyonagroup.com\/es\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"SLA (Acuerdo de nivel de servicio)\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/website.kyonagroup.com\/es\/#website\",\"url\":\"https:\/\/website.kyonagroup.com\/es\/\",\"name\":\"kyona Group\",\"description\":\"From individual teams to an entire organisation, we help you scaling agile team collaboration quickly and sustainably. 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