SUPPORT & SERVICE
Support Center
We are here to help. Open tickets, browse our knowledge base or get in touch directly with our technical support team.
99.9%
uptime< 4h
first response24/7
monitoring$ shiftlabs support --status
→ ticket logged ✓
→ first response: within 4 business hours
→ monitoring: 24/7▌
HOW CAN WE HELP?
Support Channels
Choose the right channel for what you need
Open a Ticket
Log your request and follow its progress in real time on our support portal.
Knowledge Base
Find tutorials, guides and answers to the most common questions about our products.
System Status
Track the availability and performance of all our services in real time.
TALK TO US
Get in Touch
Our support team is ready to help with any question or technical issue. Reach us through one of the channels below.
Phone
(12) 3197-0011Location
East Zone, São José dos Campos - SP, Brazil
Hours
Mon to Fri, 8 a.m. to 6 p.m. (Brasília time)
Need help right away?
Open a ticket on our support portal and follow its progress in real time. Our SLA guarantees a reply within 4 business hours.
Open a Ticket in HelviaOr call (12) 3197-0011
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to the most common questions about our support
Click “Open a Ticket” above or go to the portal at app.helvia.com.br. Sign in with your work email and describe the problem in as much detail as possible.
Our standard SLA is up to 4 business hours for the first response. Critical tickets get top priority and may be answered within 1 hour.
Sign in to the support portal with your email and password. All your tickets are recorded with a full history of interactions and status updates.
We provide 24/7 monitoring for all our clients. For on-site or remote technical support, our hours are Monday to Friday, 8 a.m. to 6 p.m. (Brasília time).
When opening a ticket, select the “Critical” priority. This automatically pages our on-call team. You can also call +55 (12) 3197-0011 for immediate help.
We offer support through the ticket portal (Helvia), email (suporte@shiftlabs.com.br), phone +55 (12) 3197-0011 and on-site service in the São José dos Campos region.