Technical support that keeps pace with your ERP.

We mirror the home experience to show how our team responds, guides, and solves without friction. No endless tickets—just real people helping you.

Hours: Mon-Fri 9:00–18:00 CDT Direct email: soporte@ugroo.com Average response time: 18 min

Tickets resolved

94%

on first contact

Average CSAT

4.9/5

Based on 1,200+ surveys

Everything your Ugroo support covers.

The same home cards, adapted to the operational needs of the support team.

Guided assistance

Step-by-step sessions to configure modules, reports, or integrations.

Multiple channels

Email, in-app chat, and help center available 24/7.

On-demand academy

Short videos and checklists updated with every release.

Frictionless updates

We notify you before, during, and after each deployment.

Proactive monitoring

Early alerts on inventory, stamping, and connectors.

Operational coaching

Monthly workshops so your team adopts best practices.

Support channels and real response times.

We reuse the home grid to explain your daily experience.

Dedicated email

soporte@ugroo.com with a max SLA of 2 business hours.

In-ERP chat

Average response time of 10–15 minutes with full per-module history.

1:1 sessions

Book 30-minute slots to train your operations team.

Help Center

Living documentation, release notes, and downloadable templates.

Proactive alerts

Automatic notifications if we detect stamping or inventory errors.

Specialized partners

Scale to certified consultants when you need on-site guidance.

Transparent service levels.

Same comparative table format from the home page so you know what you get.

Channel	Response time	Availability	Included in
In-app chat	10-15 min	Mon-Fri 9:00-18:00	All plans
Support email	< 2 h	Mon-Fri 9:00-18:00	All plans
1:1 session	Book 24 h in advance	Mon-Fri 9:00-17:00	Growth+ plans
Critical support	< 30 min	24/7	Add-on
Partner on-site	Per SLA	LatAm / USA	Project basis

You can request custom SLAs by writing to soporte@ugroo.com.

Teams running with Ugroo support.

We use the same results structure from the home page to highlight support metrics.

Distribution

Atlas Logistics

Average response

12 min

Cases resolved

98%

CSAT

4.8/5

Manufacturing

Nova Factories

Automations activated

+35

Users trained

120

Critical incidents

0 in 6 months

How we handle every request.

Timeline inspired by the homepage to explain our operational flow.

0-5 min

Intake

Ticket, chat, or email enters our central console.

5-15 min

Diagnosis

A specialized agent reviews logs and replicates the scenario.

15-60 min

Resolution

We apply a fix, share a guide, or escalate to engineering.

+24 h

Feedback

We confirm with you and log learnings in the knowledge base.

Ready for support that matches your operation?

We stay consistent with the home page using final CTAs and contact reminders.

You can also check the knowledge base and videos inside the ERP.