PQRS · Customer service
This is the formal channel for contacting PRONTA Engineering S.A.S. A person reads it, not an automated mailbox, and every request is logged with a date and a tracking number.
What you can file
If you are not sure which one your case fits, write it anyway. We will classify it.
P
A request for information, for a document, for a copy of a deliverable, or for a clarification about a service we provided.
Q
An expression of dissatisfaction with the conduct or the service of someone on the PRONTA team or of one of our partners.
R
Dissatisfaction with a service we provided: a deliverable, a deadline, a technical result, or a contractual condition.
S
A proposal to improve our service, our deliverables, or the way we work with you.
To give you a substantive answer we need to identify the project, the date, and the specific event. The more specific you are, the fewer rounds you will have to go through and the faster we reach a real solution.
Habeas data
In compliance with Ley 1581 de 2012 (Colombia's personal data protection law) and Decreto 1074 de 2015 (the decree that implements it).
PRONTA Engineering S.A.S., domiciled in Medellín, Antioquia, Colombia, is the data controller for the personal data you provide to us through this website, by email, or through any other contact channel.
Through the forms on this site we collect only the data you give us voluntarily:
We do not collect sensitive data or data of minors through this site. We ask you not to include confidential information about your company in the form message: for that we first agree on the appropriate channel.
We do not sell, lease, or assign your personal data to third parties for commercial purposes. We share it with partners or suppliers only when necessary to perform the service you contracted, under confidentiality obligations equivalent to our own.
When that happens, it can take two forms. There is a transmission when a third party processes the data on our behalf and following our instructions —for example, a partner laboratory that runs a test or the provider that hosts our email—; in that case we remain the data controller and the third party is bound by contract to protect the information. There is a transfer when the data passes to another data controller that decides about it on its own; we do this only with your consent or when the law requires it.
Write to pronta@epronta.com stating your name, a contact detail, and the specific request. Queries are handled within a maximum term of ten business days and claims within a maximum term of fifteen business days, counted from the day after they are received, extendable on the terms the law allows.
We keep your data while a commercial or contractual relationship is in force, and afterwards for as long as the applicable legal, accounting, and legal defense obligations require. Once that period expires, we delete or anonymize it.
Each submission of the form leaves two traces: the email that reaches our inbox and an internal record on the server that stores the date, the form data, and the evidence that you checked the consent box. That record is the proof of consent the law allows you to demand from us, and it is kept under the same criteria as the previous paragraph. If you withdraw consent and no legal or contractual duty prevents it, it is deleted along with the rest of your data.
We adopt reasonable technical and administrative measures to protect the data you entrust to us against unauthorized access, loss, or alteration. No system is infallible, but we handle your information with the same care with which we handle the technical information of our clients' plants.
This site does not use advertising cookies or third-party profiling cookies. If we add analytics tools in the future, they will be activated only after you accept them in a cookie notice, and it will be stated on this same page before they are put into operation.
This policy is in force from its publication and may be amended. Any substantial change will be published on this page with its update date.
Contact
State the type of request, the project or service it refers to, and the date of the event. We acknowledge receipt within two business days.