SPECIALIZED SUPPORT
SLA-backed technical support from the people who know the code
Delivering the system is the beginning, not the end. Your ticket is handled by the same team that wrote the code, maintains the infrastructure and follows the operation every day. First response within 4 business hours, with critical tickets prioritized.
WHAT WE DELIVER
What’s included.
Support with a defined SLA
Response times agreed in the contract, not a vague promise. First response within 4 business hours; critical tickets jump the queue and page the on-call team.
Handled by the people who built it
No passing your problem to a call center that has never seen the system. The ticket goes straight to the engineers who know your application’s code, database and architecture.
Help desk with Helvia
You open and follow tickets in Helvia, our help desk product in production: full history, real-time status and a knowledge base. It is the same system we use to support our own clients.
24/7 monitoring
Uptime and performance alerts running all the time. When something goes down or degrades, we know before you do, and the incident is often already being handled by the time you notice.
Ongoing maintenance and fixes
Bug fixes, dependency updates, tuning of slow queries and small improvements. The system stays healthy instead of piling up technical debt until the next big scare.
Critical tickets prioritized
An incident that stops your operation gets immediate attention: top priority in Helvia, the on-call team paged and a direct phone line for what can’t wait.
TECHNOLOGIES
The right stack for the problem.
Support is not an add-on: it is the last stage of our cycle of discovery, architecture, construction and continuous operation. The same team that designed and built the system is responsible for it in production, with deployment, monitoring and maintenance under an SLA.
FREQUENTLY ASKED QUESTIONS
Frequently asked questions
Our standard SLA is up to 4 business hours for the first response. Tickets marked as critical get top priority and page the on-call team, with work that can start within 1 hour.
Yes. We don’t outsource support to a generic call center. Your ticket goes to the same engineers who wrote the code and look after the infrastructure, so the diagnosis is direct and the fix comes from people who really know the application.
Through Helvia, our help desk portal. You log the request, follow its status in real time and keep the whole history of interactions in one place. For emergencies, there is also phone support at +55 (12) 3197-0011. See the Support Center at /en/helpdesk.
Monitoring runs 24/7 and critical alerts are handled at any time. Regular tickets are handled Monday to Friday, 8 a.m. to 6 p.m. (Brasília time); incidents that stop the operation page the on-call team outside those hours.
We assess each case. We start with an analysis of the code, the infrastructure and the integrations to understand the state of the system. From there, we define the maintenance scope and the feasible SLA before taking over operations.