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In the Spanish energy sector, where regulation is complex and competition increasingly demanding, energy retailers must ensure the continuity and quality of their operations at all times, without relying on intermittent schedules or seasonal limitations. A high-quality SLA (Service Level Agreement) is no longer an “extra,” but a strategic pillar for stability and competitiveness, regardless of company size.
The day-to-day operations of an energy retailer depend on critical digital processes: contract management, energy billing, communication with distributors, resolution of regulatory issues, and launching new products. An unresolved error or incident can result in billing delays, inability to acquire or migrate new customers, or loss of trust among end customers. For large companies, this is often a matter of internal coordination and resources; for medium or small retailers, reliance on external support is much greater.
Major Providers and Traditional Services vs. QUIXOTIC
In the market, many large technology providers like Salesforce or SAP offer robust SLAs, but they are almost always designed for large corporations, with conditions and costs beyond the reach of most medium and small energy retailers. In these models, priority support and dedicated teams are reserved for only a few, while the rest must settle for automated responses, slower processes, and support poorly aligned with the daily reality of the Spanish energy sector.
Meanwhile, traditional providers serving small and medium energy retailers often adopt cost-cutting policies that result in reduced summer working hours, limited support schedules, and even less attention during critical operational moments. In most of these cases, contracts are rigid and long-term, limiting the client’s freedom to switch solutions if the service fails to meet expectations.
QUIXOTIC breaks this pattern: we have no service cuts or coverage reductions at any time of the year, regardless of season or company size. All clients enjoy the same level of excellence, flexibility, and local support, with full coverage — even on holidays— and month-to-month contracts. If you ever decide to leave, you’re free to do so, with no penalties or lock-ins.
What Makes the QUIXOTIC SLA Truly Different?
At QUIXOTIC, support is based on a clear structure of priorities and response times, ensuring fast and proportional attention based on each case’s impact:
- Ticket types: technical incidents, support requests (configuration), usage/performance queries, new feature requests.
- Priority system:
- Priority 1 (critical): 30-minute response, 4-hour resolution
- Priority 2: 2-hour response, 12-hour resolution
- Priorities 3 & 4: resolution within standard times according to importance
- Key advantages:
- Same standard of excellence for all clients, regardless of size
- Clearly defined, transparent deadlines adapted to real urgency
- Local support specialized in Spanish energy regulations
- Notification and tracking system — no ticket is left unanswered
- Constant availability, including holidays and peak seasonal periods
- Flexible month-to-month contracts with no commitments
Tangible Benefits for Operations Teams
With an SLA aligned to the real needs of the sector, COOs and operations teams gain:
- Peace of mind and control: full visibility of who is handling the issue and the expected timelines.
- Operational efficiency: fewer interruptions, less manual work, and more focus on strategic tasks.
- Risk reduction: less uncertainty, fewer errors, anticipation of critical problems.
- A real partnership: personalized attention, clear communication, and direct access to experts.
Practical Example: How Our SLA Impacts a Real Energy Retailer
Imagine an emerging energy retailer facing a massive contract migration right before a major regulatory change. The risks of delay or error are high.
With the industry’s standard timelines, they might wait days for a generic, poorly adapted response.
With QUIXOTIC, support is immediate and specialized:
- Initial diagnosis in under one hour
- Direct communication with the support team
- Accelerated resolution with continuous updates
- Anticipation of potential regulatory incidents
Result: the migration is completed without incidents, the company meets regulatory deadlines, and the end customer experiences no disruption.
QUIXOTIC Best Practices: Taking the SLA Beyond the Standard
- Dynamic ticket prioritization based on real business impact
- Tailored manuals and documentation for client self-service where possible
- Responsible follow-up and closure — no ticket is closed without client confirmation
- Proactive communication for incidents affecting multiple clients
- Local support with direct experience in the Spanish energy sector
Conclusion
An excellent SLA is not just a contractual point — it’s the foundation of trust, operational continuity, and innovation.
“Thanks to QUIXOTIC, we’ve optimized the management of contracts, products, and renewals without needing internal development. The customer service works very well and resolves incidents quickly.”
– José Carlos Aguilar, Managing Director at Nobe Energía
While other providers segment their support and prioritize only the largest clients, at QUIXOTIC all clients enjoy the same excellence and proximity, because we know that efficiency, speed, and reliability are just as critical for a growing retailer as they are for a consolidated one.
With QUIXOTIC, excellence in support and full availability do not depend on the time of year or your company size, but on a real commitment to your operational continuity and success.
Want to see the difference?
Contact us and join the billing platform with the best after-sales service on the market.
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Ernesto Puente
Chief Technology Officer in SaaS for Energy Markets
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