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.
Every ticket needs a record — it is what marks the start time and makes the SLA run. A request made in conversation does not count.
The portal requires an account. It is granted to the corporate e-mail already listed in your contract — that is what ties the ticket to the right SLA. No access yet? Write to suporte@avantitconsult.com.br and we will grant your access.
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.
(11) 97202-5029 · Escalation: suporte@avantitconsult.com.br
Monday to Friday, 9am to 6pm (Brasília time)
The yardstick is business impact, not perceived urgency. When in doubt, log it — our team reclassifies it with you during triage.
| 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 |
Times apply within the contracted coverage hours, as per the AMS contract. 24x7 coverage is contracted separately.
The more complete the ticket, the fewer round trips before someone actually starts solving it.
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.
Tell us what is stuck and we send back a technical read of the problem within one business day.