We analyze
We turn business needs into technical, measurable, and sustainable next steps.
Assistance channels for taxpayers and customers
We provide support channels, service hours, severity classification, and first response times for electronic invoicing services and technology solutions.
Available channels
Assistance enabled for taxpayers
These channels apply to requests, incidents, follow-up, and operational support for electronic invoicing services and technology solutions.
| Canal | Uso previsto | Disponibilidad | Primera respuesta | Contact |
|---|---|---|---|---|
| Solicitudes, incidentes, evidencias y seguimiento | Lunes a viernes en horario laborable | Hasta 8 horas laborables | info@solutema.com | |
| Phone y WhatsApp | Operational support e incidentes urgentes | Lunes a viernes en horario laborable | Hasta 4 horas laborables | +1 (809) 537-0195 |
| Sitio de soporte | Orientación, documentación y canalización de casos | Según disponibilidad del sitio | Según severidad | www.solutema.com/soporte/ |
| Sitio institucional | Información pública, políticas y contactos | 24/7 sujeto a disponibilidad técnica | Autoservicio | www.solutema.com |
Hours and coverage
Regular service and clear follow-up
Regular service hours are Monday through Friday from 9:00 a.m. to 6:00 p.m., Dominican Republic time, except holidays or special conditions communicated by SOLUTEMA.
The indicated times correspond to first response and may vary depending on severity, available evidence, third parties, DGII services, and technical scope.
✓ Case registration and classification.
✓ Technical diagnosis with evidence.
✓ Progress communication.
✓ Closure with outcome and preventive recommendation when applicable.
Severity
First response times
| Nivel | Descripción | Primera respuesta | Actualización |
|---|---|---|---|
| Crítica | Caída total del servicio productivo, imposibilidad general de emitir e-CF o incidente activo de seguridad. | 1 hora laborable | Cada 2 horas laborables o según avance |
| Alta | Afectación parcial de envío, firma, certificados, colas, integración o procesamiento. | 4 horas laborables | Diaria o según avance |
| Media | Errores no bloqueantes, dudas operativas, configuración o seguimiento de estados. | 8 horas laborables | Según plan de acción |
| Baja | Consultas generales, mejoras o solicitudes no urgentes. | 24 a 48 horas laborables | Según backlog o acuerdo |
Minimum data
Recommended information to open a case
To speed up diagnosis, we recommend including operational data and available evidence from the first contact.
✓ RNC and company or taxpayer name.
✓ Applicable environment: test, certification, or production.
✓ Document type, eNCF, trackId, approximate date and time.
✓ Screenshot, error message, XML, DGII response, or related evidence.
✓ Authorized contact for follow-up.
Features
What is included
EmailPhoneWhatsAppOperational supportEscalationTraceability
Methodology
A simple process to move forward with clarity
We design
We turn business needs into technical, measurable, and sustainable next steps.
We develop
We turn business needs into technical, measurable, and sustainable next steps.
We implement
We turn business needs into technical, measurable, and sustainable next steps.
We provide support
We turn business needs into technical, measurable, and sustainable next steps.
FAQ
Frequently asked questions
¿Cómo inicia el proyecto?
We first review your goals, current systems, and priorities to define scope, risks, and next steps.
¿Pueden integrarse con sistemas existentes?
Yes. We evaluate available APIs, databases, files, webhooks, or connectors to design the right integration.
¿Ofrecen soporte después de implementar?
Yes. We can support operations, maintenance, improvements, and technical assistance according to service criticality.
Ready to modernize your company?
Tell us what you need and we will design a solution adapted to your business.
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