Contact technical support
CheckBiz360 has support channels designed to handle both day-to-day operational queries and technical problems requiring specialist intervention. This article describes the channels available, the service hours, indicative response times and the information you should prepare before contacting the support team to speed up resolution.
Support channels available
Support email
The main channel for communicating with the CheckBiz360 technical team is email:
hola@encodebiz.com
This channel is available for all queries relating to the platform's operation, technical errors, configuration problems and information requests. When sending an email, always include your company name and the organisation ID so that the team can locate your account immediately.
Online knowledge base
This documentation is CheckBiz360's main self-service resource. It contains detailed guides on all the platform's features, organised by module and by user role. Before contacting support, see the Common problems and solutions section, which gathers the most frequent situations with their resolution steps.
The knowledge base is available at all times, with no restriction on hours.
Service hours
The hours indicated below are indicative and may vary depending on the team's availability at any given moment:
| Type of incident | Indicative service hours |
|---|---|
| Critical | Attention as soon as possible, including outside normal working hours |
| High | Monday to Friday, 8:00 to 20:00 (mainland Spanish time) |
| Medium | Monday to Friday, 9:00 to 18:00 (mainland Spanish time) |
| Low | Monday to Friday, 9:00 to 18:00 (mainland Spanish time) |
On Spanish national public holidays, service hours for medium and low priority incidents may be reduced.
Indicative response times
The following times are purely indicative. They do not constitute contractual service level commitments (SLAs). They are based on the team's usual experience and may vary depending on workload, the technical complexity of the problem or the circumstances at the time:
| Priority | Indicative first contact | Estimated resolution time |
|---|---|---|
| Critical | As soon as possible | Variable depending on complexity |
| High | On the same working day | 1 to 3 working days, indicative |
| Medium | Within 1 to 2 working days | 3 to 7 working days, indicative |
| Low | Within 2 to 5 working days | Variable depending on availability |
What information to include when contacting support
Providing the right information from the first contact significantly reduces the time needed to resolve a problem. Before sending an email or opening an incident, gather the following details:
Account identification
- Organisation ID: found under Configuration > Company information in the back office. It is a 20-character alphanumeric string.
- Company name: the name registered in CheckBiz360.
- Owner's email address: needed to verify the requester's identity.
Employee or users affected
- Full name of the employee affected: if the problem affects one or several specific employees.
- Employee ID: visible on the employee's profile inside the back office.
- Branch they belong to: the name of the branch where the problem was detected.
Description of the problem
- Reproducible steps: describe exactly what actions the employee performed before the error appeared. For example: "The employee opened the app, tapped Clock in, the app requested location, the employee accepted and the app showed the error
checklog/out_of_radius." - Date and time it first occurred: also specify whether the problem is one-off or recurring.
- Frequency: does it happen always, only under certain conditions or intermittently?
Technical evidence
- Screenshots: include images of the complete error message. If the error shows a code (for example,
auth/untrusted_device), make sure it is visible in the screenshot. - Error codes: if the app or the back office shows an error code, note it down and include it in your message.
- App version: visible under Profile > About inside the mobile application.
- Device model and operating system: for example, "iPhone 14, iOS 17.4" or "Samsung Galaxy A54, Android 13".
Escalation to specialist support
If an incident is not resolved within the estimated times or if the problem has a technical complexity beyond first-line support, the CheckBiz360 team escalates the case to a specialist engineering team. This process is internal and requires no action on your part.
In the event of escalation, the support team will inform you of progress by email. The resolution time may be adjusted depending on the technical complexity identified.
Role note
This article is aimed at Owner and Manager. They are the roles able to contact technical support on the organisation's behalf. If an employee with the Worker role experiences a problem, they should report it to their Manager so that the Manager handles the contact with support.