Support channel for clients with an active AMS or maintenance contract. A ticket logged here is what starts the SLA clock. For commercial matters, use the contact page.
Todo chamado precisa de registro no portal — é ele que marca a hora de início e faz o SLA correr. Pedido por conversa não entra na contagem.
The portal requires sign-in. É de propósito: o chamado precisa estar vinculado ao contrato certo para o SLA valer. Ainda não tem acesso? Escreva para contato@avantitconsult.com.br com o seu e-mail corporativo que liberamos.
A critical ticket requires a phone call as well as the log entry. The SLA clock starts at first contact — and 15 minutes does not fit in an e-mail queue.
Monday to Friday, 9am to 6pm (Brasília time)
A régua é o impacto no negócio, não a urgência sentida. Em caso de dúvida, registre — nosso time reclassifica com você na triagem.
| Severity | When to use it | First response | Resolution target |
|---|---|---|---|
| CriticalS1 | Operation stopped: cannot invoice, ship or close the month | 15 minutes | 4 business hours |
| HighS2 | Relevant process degraded, manual workaround possible | 1 hour | 8 business hours |
| MediumS3 | Isolated error, no immediate impact on billing | 4 hours | 3 business days |
| LowS4 | Question, cosmetic fix or improvement request | 8 hours | Planned in the monthly backlog |
Prazos em horário de cobertura, conforme o contrato de AMS. Cobertura 24x7 é contratável à parte.
Quanto mais completo o registro, menos idas e vindas antes de alguém começar a resolver de fato.
Write to contato@avantitconsult.com.br with your company name and your corporate e-mail — we will grant access. It is worth doing this before you need it: discovering you have no password while the operation is down is the worst possible moment. If you are already in that situation, call us: the phone does not depend on registration.
SLA breaches are calculated in the monthly service report and generate a progressive discount on the invoice, as per the contract. If the deadline passed and nobody told you, escalate by phone — a communication failure is a service failure.
You can talk, but that does not open a ticket. Without a record in the portal there is no start time, no SLA and no trace for the monthly review. An informal request depends on one person's memory; a ticket does not.
Nothing serious. Our team reclassifies during triage, together with you, using the business impact scale. When in doubt, log it — a ticket opened and reclassified beats a ticket never opened.
Standard coverage is during business hours. Extended or 24x7 coverage is contracted separately and usually makes sense for operations that invoice overnight or close at weekends.
Conte o que está travando e devolvemos uma leitura técnica do problema em até um dia útil.