Support, service levels and incident response
Everything a company needs to know about Clikma's service in one place: guaranteed availability, severity levels and response times, channels, how a case flows and how an incident is managed.
- 99.5% guaranteed availability
- First response within 30 minutes for critical issues
- Support team in Chile
- Incident response with NIST SP 800-61
Updated 2026-10-24
What support, service level agreement (SLA) and incident response does Clikma offer?
Clikma guarantees 99.5% availability and first response times by severity: 30 minutes or less for a critical incident, 1 hour for a high one, 4 hours for a medium one and 1 business day for a low one. The support team is in Chile.
Cases are submitted through the Clikma help center, by email to support@clikma.com or from the help and chat inside the platform, and the company is notified of every status change or comment. Incidents are handled by a response team made up of the PMO, general management, technology management and the development team, using the NIST SP 800-61 method and a post-incident review of every case.
Scheduled maintenance takes place on Saturdays and Sundays from 04:00 to 10:00 UTC. Resolution times, support hours for critical and high incidents, and additional services are agreed in each company's contract.
- 99.5%
- guaranteed availability
- ≤ 30 min
- first response to a critical incident
- ≤ 4 h
- first response to a medium incident
- 4
- severity levels
Severity levels and first response times
Each case is classified by severity according to its impact, and the severity sets the maximum time until the support team's first response.
Medium and low incidents are handled during business hours; support hours for critical and high incidents are agreed with each company, as are resolution times.
| Severity | When it generally applies | First response | Hours |
|---|---|---|---|
| Critical | The platform is unavailable or an essential function is not working for the company. | 30 minutes or less | Agreed with each company |
| High | An important function fails for many people and there is no workaround. | 1 hour or less | Agreed with each company |
| Medium | A function fails for a limited group, or there is a workaround while it is resolved. | 4 hours or less | Business hours |
| Low | Questions, minor adjustments or low-impact issues. | 1 business day or less | Business hours |
Support channels
People ask for help without leaving what they are doing, and administrators have a formal channel with tracking.
Clikma help center
The portal where the company logs incidents, requests and questions, and follows the status of each case.
Email support@clikma.com
Each email opens a case in the same help center.
Help and tutorials inside the platform
Welcome tour, tutorials by module and role, and FAQs, editable by each company.
Support chat in the platform
Available from any screen, if the company enables it.
Error reporting from the lesson
The learner reports a problem from the content itself, with a diagnostic log.
Platform manuals inside the assistant
The assistant explains how to configure something and provides the link to the manual.
How a case flows
A case moves through statuses that the company can see in the help center, and if it requires a change to the product, it is linked to the development team's work.
1. Logging
The company opens the case in the help center or by email, with its type: incident, request or question.
2. Triage
Support assigns the severity and the owner, and provides the first response within the agreed time.
3. Handling
The case moves between “in progress”, “waiting for the company” and “waiting for support”, and the company is notified of each change.
4. Product fix
If the solution requires a change to the platform, it goes to the backlog of the development team, which works in two-week cycles, and the case stays linked.
5. Closure
The case is closed once the solution is confirmed, and it can be reopened if the problem comes back.
Incident response
Security and availability incidents are managed by Clikma's incident response team (IRT): the PMO, general management, technology management and the development team.
NIST SP 800-61 method
Preparation; detection and analysis; containment, eradication and recovery; and post-incident activities.
Escalation
Depending on the severity, the case escalates from support to the PMO and then to technology management and general management.
Communication
The affected company receives updates through the help center until the case is closed.
Post-incident review
Every incident is closed with a root cause analysis and the actions to keep it from happening again.
Availability, maintenance and continuity
Guaranteed availability is backed by a redundant architecture and by maintenance windows outside business hours.
99.5% guaranteed availability
This is the platform's availability commitment.
Scheduled maintenance
Saturdays and Sundays from 04:00 to 10:00 UTC.
Redundancy
Multiple replicas per service and a database with a standby replica in another zone of the Santiago region.
Backup and recovery
Daily database backup and point-in-time recovery for the last 14 days.
Continuous monitoring
Service availability, resource usage and the database, with alerts for the operations team.
Guidance beyond support
In addition to support, Clikma guides the implementation with a project manager and offers services to manage the platform, improve results and design training.
Platform administration
The Clikma team can take charge of the platform's day-to-day operation.
Success management
Tracking of the company's adoption and results.
Consulting
Design of training programs and content.
Custom development on the same platform
What the operation needs, built on the platform, with the same support and the same updates.
Frequently asked questions
What SLA does Clikma offer?
Guaranteed availability of 99.5% and a first response in 30 minutes or less for a critical incident, 1 hour for a high one, 4 hours for a medium one and 1 business day for a low one. Resolution times are agreed in the contract.
How do I request support from Clikma?
Through the Clikma help center, by email to support@clikma.com, or from the help and the support chat inside the platform. Every case is logged and the company is notified of each change.
What are Clikma's support hours?
The support team is in Chile. Medium and low incidents are handled during business hours, and the hours for critical and high incidents are agreed with each company.
What happens if a problem requires a change to the platform?
The case goes to the backlog of the development team, which works in two-week cycles, and it is linked to the fix so the company can follow its progress.
How does Clikma handle a security incident?
With its incident response team (PMO, general management, technology management and development) and the NIST SP 800-61 method: detection and analysis, containment, eradication, recovery and a post-incident review with actions.
When does Clikma carry out maintenance?
In scheduled windows on Saturdays and Sundays from 04:00 to 10:00 UTC, outside business hours in Chile.
Does Clikma offer more than technical support?
Yes. It guides the implementation with a project manager and offers platform administration, success management, consulting and custom development.
Next steps: how to get started with Clikma
If you are evaluating a platform to train, assess and measure your people, this is the usual path.
Book a meeting
On the contact page you pick a time on the calendar, or you can write to contact@clikma.com or message us on WhatsApp at +56 9 7960 1634, Monday to Friday from 09:00 to 18:00.
See a demo with your use cases
We walk through the features you care about, with your processes and your numbers.
Define the scope and implementation
With a project manager, the scope, timelines and roles are set; the HR system is connected, single sign-on is configured and the training history is loaded.
Pilot run and ongoing support
Before opening it to the whole company, everything is checked and adjusted in a pilot run; after that, the Clikma team keeps supporting the operation.
Get to know Clikma with your own use cases
In a demo we walk through the features you care about, with your processes and your numbers.
Book a Demo