Support and service policy

Support hours

Support is available Monday through Friday during the following hours:

Morning: 08:00–11:42.
Afternoon: 13:00–17:42.

Support channels and priority order

Channels are handled in the order below. This order organizes the contact queue and does not replace the ticket severity classification defined in the SLA.

📱 WhatsApp: https://wa.me/555137147050
💬 Online chat: available to users logged in to Demander Web.
✉️ Email: suporte@demander.com.br or 🎫 Movidesk ticket, opened directly in the portal.
📞 Phone: +55 (51) 3714-7050.

Important: the WhatsApp number is exclusively for messages and does not accept calls. Email can be used to ask questions, report issues, and send backups.

Specialized contacts

For matters outside technical support, use the channels below:

💰 Finance: WhatsApp +55 51 9639-7606 · email financeiro@demander.com.br
🛠️ Projects: WhatsApp +55 51 9965-7968

Ticket number and protocol number

Ticket number

A ticket number identifies a request registered in Movidesk, our support system. It is used to track the request, interactions, and progress of the support team’s work.

Protocol number

A protocol number is generated by AIrton, our automated service bot. It confirms the initial registration of contact with the bot and helps locate that interaction. When a request is sent to Movidesk, it may also receive a ticket number.

Remote access

In some situations, remote access to a computer or mobile device may be required. For this, we use TeamViewer or AnyDesk.

Remote access is performed only with permission. To protect customers and support agents, all remote-access sessions are recorded.

SLA – Service Level Agreement

The SLA defines service timeframes according to the impact, urgency, and scope of each ticket.

What each timeframe means

First response: confirmation that the request was received and initial guidance.
Start of handling: beginning of the technical analysis.
Mitigation: action to reduce the impact and restore operations, even partially.
Action plan: next steps, responsible parties, and expected progress.
Final resolution: final fix, when applicable.

Service priorities

🔴 P1 – Critical

Used when there is a complete outage or stoppage of an essential operation, with no alternative available.

First response: within 15 business minutes.
Start of handling: immediately, during business hours.
Mitigation or action plan: within 8 business hours.

🟠 P2 – High

Used when there is a significant impact, but operations remain partially available.

First response: within 30 business minutes.
Status update: every 4 business hours.
Mitigation or action plan: within 16 business hours.

🟡 P3 – Medium

Used when there is an isolated issue, without a total block and with a workaround available.

First response: within 2 business hours.
Initial handling: within 3 business days.

🟢 P4 – Low

Used for questions, guidance, configurations, improvements, and requests without a critical failure.

First response: within 4 business hours.
Request assessment: within 15 business days.

Priority reclassification

After technical analysis, the priority may be adjusted according to the actual impact, urgency, and scope. When this occurs, the justification will be recorded in the ticket.

General conditions

Timeframes are counted exclusively during business hours, Monday through Friday, excluding weekends, holidays, and non-business hours.
The SLA will be suspended while a customer response, validation, approval, or any information required to continue handling is pending.
The ticket classification may be reviewed after technical analysis, following this SLA’s criteria.
The stated timeframes refer to ticket service, mitigation, and handling. They do not guarantee a final resolution when dependencies or technical complexity are involved.

When the SLA starts, pauses, and resumes

The SLA starts when a ticket is opened with the minimum information required for analysis.

The SLA may be paused when it depends on:

a customer response;
evidence, access, logs, backups, or approvals;
third parties, such as an ERP, provider, or external service;
agreed technical windows.

The clock resumes after the pending issue is resolved.

How to open a ticket more quickly and efficiently

To speed up support, provide:

the affected company and user;
product and environment: Web, Android, iOS, Flutter, or integrations;
an objective description of the issue;
steps to reproduce it;
error messages, screenshots, videos, and the date and time of the occurrence.

Ticket closure and reopening

A ticket may be closed after customer validation or due to inactivity, following documented contact attempts.

In the event of inactivity, three contact attempts will be made on business days. If there is no response within five business days after the last attempt, the ticket may be closed.

If the issue persists, the ticket may be reopened upon submission of new evidence.

Purpose

To direct each request to the appropriate team, reducing response time, increasing efficiency, and ensuring that decisions are made jointly with the customer, considering impact, urgency, and business priorities.

The CONTRACTOR will use commercially reasonable efforts to meet the service levels described here. The timeframes do not constitute an absolute guarantee of resolution.