Support & SLA
This page establishes the official channels, service hours, and service levels (SLAs) for technical support of the BaaS API integration by Axia Digital Solutions.
1. Official Support Channels
To ensure organization, traceability, and SLA compliance, all requests must be submitted exclusively through the official channels below:
- Email:
[email protected]
(emails automatically generate a ticket in the support system)
When opening an integration ticket, always include:
- The
client_id/x-client-id(tenant) involved - The endpoint and method called (e.g.
POST /v1/bank-accounts/create) - The request timestamp and
Idempotency-Key(when applicable) - The request body and the response received (without exposing
client_secretor tokens) - The environment (production / staging)
⚠️ Requests sent via WhatsApp, direct messages, social media, or other informal means do not enter the official support workflow and do not generate a service SLA.
2. Service Hours
Axia technical support operates during the following hours:
- Monday to Friday
- From 08:00 to 17:00 (Brasília time)
- Except national holidays
Tickets opened outside service hours will be considered received on the next business day.
3. Ticket Classification
- Incident / Error: malfunctions, unavailability, or unexpected API responses
- Adjustment or Improvement: minor enhancements within the contracted scope
- Regulatory Requirement: legal or regulatory adjustments
- External Integration: connections with third parties
- New Feature: demands outside the current scope (new endpoints, events, etc.)
4. Service Levels (Response SLA)
The SLAs below refer to the review and initial response time, not the implementation or delivery time.
| Request Type | Response Time |
|---|---|
| Critical incident | Up to 1 business day |
| Regulatory requirement | Up to 2 business days |
| Adjustment or improvement | Up to 3 business days |
| New feature | Up to 5 business days |
| External integration | Up to 5 business days |
| General questions | Up to 5 business days |
The initial response consists of confirmation of review, a request for additional information, or the definition of the next step.
Platform availability: 99.9% uptime, with automatic webhook retries (up to 5 attempts with exponential backoff).
5. Before Opening a Ticket
Many integration issues are resolved directly in the documentation:
- Error Handling — error codes, causes, and how to debug
- Authentication — token, grant, and expiration issues
- Webhooks — HMAC signature, retries, and validation
- Interactive reference — full contract of each endpoint
6. New Features and Scope Changes
Requests for new endpoints, webhook events, or demands outside the contracted scope must be submitted through the official channel. After a technical and product review, the request may result in:
- Inclusion in the platform roadmap
- Evolution of an existing module or creation of an additional module
- A proposal for custom development (specific project)
Submitting a request does not imply an obligation to implement it.
7. Support Limitations
The following are not covered by standard support, unless specifically contracted:
- Development of custom new features
- Structural architecture changes
- Exclusive customizations for a single customer
- Service outside business hours (24x7 on-call)
8. General Provisions
Axia Digital Solutions reserves the right to:
- Prioritize tickets according to impact and criticality
- Reclassify requests according to technical review
- Update this Support Policy at any time, upon notice to customers