Our Support Commitment: A Non-Negotiable Pillar of Digital Trust

Since the beginning of eEvidence, we have had a clear premise: to generate digital trust, technology alone is not enough. Human commitment is the foundation of our value proposition. Therefore, at eEvidence, support is not negotiable. It is simply provided.

For us, the level of support is a differentiating factor in our proposition. We understand that our technology is critical for our clients’ legal security. If something fails on our end, the client stops, and that is not acceptable under any circumstances. This conviction is what allows us to offer a “four nines” SLA, reflecting the confidence we have that we will not fail.

Support is a Personal Relationship

I remember an anecdote from 2016 that perfectly illustrates this philosophy. I was cooking at home on a Sunday when I briefly checked the support account. I saw a message from a client in Madrid, whom I didn’t know personally, named Rodrigo. He notified me that he couldn’t send an email.

I did a quick review and confirmed the failure in the systems. I called him immediately to inform him that we were already working on it. He greatly appreciated the call. I passed the incident to the team, which resolved the problem in less than thirty minutes. I called Rodrigo again to confirm the resolution and verify that his emails were now sending correctly. If you ask Rodrigo today, he still remembers that day.

Over time, his small company grew, became one of our largest clients, and he became a good friend.

This story underscores that support is not merely a technical service, but a personal responsibility for our clients’ operations.

Beyond Resolution: Being Proactive

Our work in support goes far beyond correcting internal failures. While there are support levels (for example, we cannot provide telephone support to free users) and we have managed to be proactive and automate content for many common needs, the added value lies in our diagnostic capability.

Sometimes, the failure occurs on the client’s end, and from support we can be extremely effective in diagnosing a problem and offering the necessary clues for its resolution.

In fact, we can detect a problem on the client’s side even before they do. For example, we may notice that their emails are not being delivered and certified due to an incorrect DMARC configuration on their domain. Or simply a change in their usual flow. This level of proactivity ensures that the client’s operation remains fluid and secure.

At eEvidence, this commitment to support is not exclusive to the technical department, but a transversal value that permeates the entire organization. It is part of our internal culture and the way we understand the relationship with our clients: with closeness, responsibility, and a sense of urgency. We have all experienced the frustration of needing help from a provider and encountering delayed, impersonal, or insufficient responses. In our case, exactly the opposite happens. Here, support is not a wall, but an open door; it is not a procedure, but an attitude. Every person on the team—from engineering to management—understands that digital trust begins by being available and resolving, because when a client stops, it may depend on us that they can get back up and running.

In a world where digital certification is vital, eEvidence’s unwavering support promise is the true seal of guarantee.

Carlos Ticó
eEvidence, CEO