This document describes how to contact the Globant Enterprise AI Support Team, outlining the procedure for reporting incidents.
You can report incidents to the Globant Enterprise AI Support Team through the following channels:
Submit your tickets through Jira Support Portal. If you are a first-time user, you will be asked to create an account. Check How to report a technical problem and open a support ticket.
You can send your inquiries to: support-geai(at)globant.com. When sending an email query, be sure to include [High], [Medium], or [Low] at the beginning of the email subject.
Consider the following criteria:
- High: Major impact in Production. System is working but a critical function is broken for many users.
- Medium: Development blocked. Issue in the development environment that prevents progress.
- Low: Minor impact / Inquiries. General inquiries, suggestions, or non-critical situations.
Include the following information in the email:
- Title: Briefly describe the problem or query.
- Detailed Description: Clearly describe the situation, including:
- Affected Functionality: Which component of Globant Enterprise AI is exhibiting the issue? (Backoffice, Playground, Chat Assistant, API Assistant, Chat with Data Assistant, RAG Assistants, Flows, APIs, etc.)
- Error Description: Explain in detail the erroneous behavior.
- For an error in an Assistant, provide examples of the interactions or prompts that generate the problem.
- For an error in the Backoffice, describe the action you are trying to perform and where the error occurs.
- For an error in the Frontend, describe the unexpected behavior and where in the interface it occurs.
- Requests info: Include the information shown in Requests option of the PROJECT OPTIONS section in the Console.
- Error Messages: Copy and paste any error messages that appear.
- Frequency: Is the problem new or has it occurred before? Does it always occur under the same circumstances?
- Steps to Reproduce: Describe the exact steps so we can reproduce the problem.
- Affected Resources: Indicate if the problem affects any specific Flow, API, etc.
- Recent Updates: Did the problem start after any updates or configuration changes?
Remember that the more relevant details you provide, the easier it will be for the support team to understand and resolve the issue.
The Support Service is available from Monday to Friday (except holidays) during GMT-3 business hours.
How to report a technical problem and open a support ticket
Globant Enterprise AI FAQs