T.I.M. automates your help desk, centralizes server and internal support tickets, and accelerates incident resolution in your corporation.
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The following terms clarify the scope and conditions of use of the T.I.M. system and its associated functionalities.
An incident is understood as any unplanned event that interrupts or degrades the quality of an IT service. This includes server failures, software errors, network connectivity issues, and internal technical support requests. Scheduled maintenance tasks and changes approved by the client are excluded.
The T.I.M. system is designed exclusively for corporate environments. It is not intended for individual users or end-consumer support. The help desk manages internal incidents of employees authorized by the contracting organization.
Automation rules (intelligent assignment, prioritization, script execution) are configured according to the parameters defined by each client. Snappytim is not responsible for results derived from incorrect configurations or those not validated by the client's administrator.
T.I.M. is delivered as SaaS software with a monthly uptime commitment of 99.9%, excluding scheduled maintenance windows with at least 48 hours' notice. No guarantees are included regarding the client's network infrastructure or integrated third-party services.
These definitions form part of the terms of service. For a complete interpretation, please refer to the license agreement and the specific conditions of your contracted plan.