Please send us a detailed description of your request with information to identify your package.
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Do you need help with JAAK Self-service?
Find guidance to solve questions about using the platform and report problems to our support team.
How can we help?
Our computer receives basic support requests through email and WhatsApp. Choose your preferred channel and share your case details.
Support schedule JAAK Self-service
Monday to Friday · 9:00 to 18:00 h
Time zone: Mexico City.
Our Customer Success team provides basic guidance on using the platform, products, purchases and performance reports. You can send your request by email or WhatsApp.
Data to be included in your request
When opening the email or WhatsApp, the message already includes these fields. Please complete them before sending them: they allow us to identify who hired the package and care for your case with the right information.
- Name of person who hired the package
- Company or company name
- Email registered at JAAK
- Product and package contracted
- Purchase identifier (voucher)
- Description of an application or problem
- Date and time at which it happened (with time zone)
- A message of error or screen capture if available
Contact our Customer Success team. The message will be opened with the information we need and complete them before sending them.
Contact by WhatsApp (Openes into a new tab)Help us understand your problem
To review your request, we need to know what you were trying to do, what happened and at what time the problem came up. Sharing clear information from the start facilitates its review.
- 01
Account details
Person who hired the package, company, registered mail at JAAK, package and purchase identifier.
- 02
Product used
Indicates what product or service you need help with.
- 03
Problem description
Explain what you were trying to do and what happened.
- 04
Track and error message
Share actions and exact message if available.
- 05
Date and time
It indicates when the incident happened, including time zones if relevant.
- 06
Evidence
Attach catches or reference information to help understand the case, where possible.
Basic support for JAAK Self-service
JAAK Self-Service is designed so that you can purchase and use our products on a self-managed basis. Basic support is intended to provide guidance on using the platform and to receive reports related to its operation, Monday to Friday, 9:00 to 18:00 h (Mexico City time).
What can we guide you about?
- Access and general use of the platform.
- Doubts about how products work.
- Reporting of errors or difficulties during use.
- Guidance about purchases, packages and consumption.
Requests requiring particular configurations, development, integration or specialized technical review can be evaluated to determine the following steps. The basic support does not include development of integrations, unlimited specialist technical support or a custom SLA.
Your opinion helps us get better
How was your experience with our team?
If you have received attention from our support team, we would like to know your experience. Your comments help us to identify opportunities for improvement.
Respond satisfaction survey (Openes into a new tab)Do you still need help?
Share your request with our support team with your preferred channel.