Umecit – University in Panama

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University Care and Service Center (CASU)

We are committed to guiding and supporting you throughout every stage of your university life. Here you can manage your academic, administrative, technological, financial, and degree-related questions clearly and reliably.

What is CASU?

CASU is the institutional channel created by UMECIT to support student progress from a human, educational, and organizational perspective.

As part of our commitment to continuous improvement and strengthening the university experience, we have evolved toward a system that allows for the management of key procedures with clarity, traceability, and autonomy.

Quick access to services

From this space you can access the main digital support channels quickly and securely:

Request personalized attention

Do you have an academic, administrative, technological, financial, or degree-related question? 

Create your ticket and we'll be happy to help you step by step.

CREATE REQUEST

Quick information query

Access our knowledge base and find answers to frequently asked questions about institutional processes.

EXPLORE KNOWLEDGE BASE

Chat with UMEBOT
by WhatsApp

Our virtual assistant is available 24/7 to help you with general information or guide you through your business. 

TALK TO UMEBOT

Request personalized attention

Do you have an academic, administrative, technological, financial, or degree-related question? 

Create your ticket and we'll be happy to help you step by step.

CREATE REQUEST

Quick information query

Access our knowledge base and find answers to frequently asked questions about institutional processes.

EXPLORE KNOWLEDGE BASE

What can you manage from this system?

Student applications have been organized into four main categories to facilitate their processing and ensure that each case is handled effectively:

academics

Procedures related to your academic progress: course registration, grade review, validations, tutor assignment, teacher evaluation, and other processes that support your university education process.

Response time

First contact: 3 to 5 business days
Second contact: 5 to 10 business days (depending on management with authority)

administrative

Requests for certificates, certifications, formal letters, admission under an agreement, data updates, and other procedures related to your institutional status as a student.

Response time

First contact: 2 to 4 business days
Second contact: 5 to 7 business days

Degree (certifications, clearance, applications, titles)
First contact: 3 to 5 business days
Second contact: 7 to 15 business days (depending on the stage of the process)

financial

Payment methods, transaction validation, balance inquiries, refunds, internal scholarships, and financial aid. This type of application allows us to assist you in the responsible management of your financial commitments within the university.

Response time

First contact: 2 to 3 business days
Second contact: 5 to 8 business days (cases with Portfolio or Treasury)

platforms

Difficulties or questions related to Cibërsity, the virtual campus, institutional email, the digital library, the language center, or password recovery. You can also update your personal information registered in the systems.

Response time

First contact: up to 24 business hours
Second contact: 2 to 3 business days

How does the system work?

Our service model is based on the creation of a ticket by the student.

Each request is automatically routed to the appropriate department, ensuring a faster, more accurate, and traceable response.

You can follow your case from your email or by logging into the portal at any time.

Self-management, support and training

CASU promotes a caring approach where students manage their requests autonomously, but are never alone. Each consultation is supported by a team committed to your academic and personal well-being.

This model integrates technology meaningfully and aligns with the philosophy of Neocyberhumanism, a framework that combines training, service, and support, so that each process also serves as an opportunity for learning and development.

Available channels

UMECIT's institutional care system is based on the model CRM (Customer Relationship Management) which articulates various channels to ensure agile, traceable and close attention:

It is the new system that allows to ensure a A better student experience, supporting them with their academic, administrative, financial, technological, and degree applications from a single location.

Writing via WhatsApp to the number 6584-8238, selecting the “Student Consultation” option

Find answers to frequently asked questions, how-to guides, and quick fixes for the most common processes at UMECIT. 

Enter the following link:

https://umecit.zohodesk.com/portal/es/kb

Access in-person care at our locations:

  • Founders Building – Panama
  • Veneto Building – Panama
  • Master's Building – Panama
  • Megamall Headquarters – Panama
  • La Chorrera Headquarters
  • Santiago Headquarters

It is the new system that allows to ensure a A better student experience, supporting them with their academic, administrative, financial, technological, and degree applications from a single location.

Find answers to frequently asked questions, how-to guides, and quick fixes for the most common processes at UMECIT. 

Enter the following link:

https://umecit.zohodesk.com/portal/es/kb

Access in-person care at our locations:

  • Founders Building – Panama
  • Veneto Building – Panama
  • Master's Building – Panama
  • Megamall Headquarters – Panama
  • La Chorrera Headquarters
  • Santiago Headquarters

Currently, students enrolled at the Chitré and David campuses, as well as those enrolled in virtual programs from countries such as Colombia, Ecuador, and other countries where UMECIT operates, receive support through the institution's digital channels.

As part of the plan to strengthen the CASU model, the opening of face-to-face care is contemplated in Chitré and David, while international care will continue remotely, ensuring coverage and support from any location.

Time
response

Our model guarantees resolution with institutional traceability. Response times are defined under the following Service Level Agreements (SLAs):

  • First contact: immediate response or up to 24 business hours if it can be resolved directly.
  • Second contact: Response time ranges from 72 to 160 business hours, depending on the complexity of the case and the validation processes that other internal units must perform.

    In situations where this deadline needs to be extended, the student will be notified of the status and progress of their application, ensuring close and transparent support throughout the process.

Base of
knowledge

Before logging a ticket, please check the knowledge base, where you'll find answers to frequently asked questions by category. This will allow you to resolve any queries immediately and properly route your request if necessary.

Key terms to understand your care process

CRM (Customer Relationship Management)

It is the technological platform that allows for the organized management of student requests. At UMECIT, the CRM channels, records, and tracks each case with traceability and efficiency, ensuring personalized attention aligned with our human-centered educational model.

Response time

This is the estimated timeframe within which you will receive an initial response after submitting your request. This timeframe is governed by UMECIT's institutional commitment to ensuring timely, orderly, and transparent service.

Front office

This is the visible part of the support system: where the student has direct contact with CASU. It includes the UMEBOT chatbot, the ticketing platform, and in-person and telephone support.

Backoffice

This is the team that works in the background to support your request. They perform validations and complete the academic or administrative procedures necessary to resolve your case, without direct contact with you.

Resolution at first contact

When your case can be resolved directly by the care promoter, without the need for additional referral or validation.

Second contact resolution

This applies when your application requires further processing, such as validations, signatures, academic analysis, or intervention by another internal unit.

Ticket

It's the formal digital record of your request. Every time you create a ticket, the system saves it, routes it to the responsible team, and allows you to track it until it's resolved.