Fortexa ERP
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Taxpayer Assistance Channels

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Responsible entity and jurisdiction

Fortexa ERP is operated by CLOUDTEXA SOLUTIONS, S.R.L. (RNC 133627515), located at George Washington No. 508, sector Gazcue, Santo Domingo de Guzmán, Distrito Nacional, República Dominicana. In this document, “Fortexa ERP”, “we” or “the Company” refer to that entity.

  • Legal name: CLOUDTEXA SOLUTIONS, S.R.L.
  • RNC: 133627515
  • Address: George Washington No. 508, sector Gazcue, Santo Domingo de Guzmán, Distrito Nacional, República Dominicana
  • WhatsApp: +1 (849) 485-9375
  • Email: info@fortexaerp.com

Governing law: this document and the relationship with the user are governed by the laws of the Dominican Republic. Any dispute shall be submitted to the competent courts of Santo Domingo, Distrito Nacional, unless mandatory law of the user’s country provides otherwise. Translations are provided for convenience; in case of discrepancy the Spanish version prevails.

Automatically translated with AI · The Spanish version prevails legally.

Fortexa ERP provides the following assistance channels to taxpayers using its electronic invoicing services, along with the committed response times for each type of request.

1. Assistance Channels

  • Email: soporte@fortexaerp.com — available 24/7 for receiving requests.
  • WhatsApp: +1 (849) 485-9375 — Monday to Friday from 8:00 a.m. to 6:00 p.m.; Saturdays from 9:00 a.m. to 1:00 p.m.
  • Online Help Center: Fortexa ERP Help Center — step-by-step guides, FAQs, and documentation for all modules, available 24/7.
  • In-platform Assistance: operational notifications and alerts directly in the application.

2. Committed Response Times

  • Critical incidents (inability to issue or transmit e-CF): first response within a maximum of 2 business hours; resolution or action plan within a maximum of 8 business hours.
  • High incidents (degraded functionality with an available alternative): first response within a maximum of 4 business hours; resolution within a maximum of 2 business days.
  • General inquiries and improvement requests: first response within a maximum of 1 business day; resolution based on complexity, with follow-up communicated to the taxpayer.
  • Data protection rights (Ley 172-13 (Law 172-13 on Data Protection)): attention within a maximum of 15 business days (see Privacy Policy).

3. Support Operating Hours

Monday to Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 9:00 a.m. to 1:00 p.m. (Eastern / Atlantic time, UTC−4, operational headquarters in the Dominican Republic; equivalent local time is indicated for each channel). Critical incidents reported outside these hours are handled by technical on-call staff.

4. Escalation

If a request is not addressed within the committed times, the taxpayer may escalate it by writing to soporte@fortexaerp.com with the subject line "ESCALATION", indicating the number or date of the original request. Escalations are reviewed by technical management within a maximum of 1 business day.

5. Service Status and Contingencies

In the event of incidents affecting service availability or transmission to the tax authority (DGII), Fortexa ERP communicates the status and contingency measures via email and platform notices, in accordance with the Contingency Policy.