Support
This Support Policy establishes the guidelines, official channels, service hours, service levels (SLAs), and criteria for handling technical tickets, adjustment requests, improvements, and new features for the products and solutions of Axia Digital Solutions.
2. Official Support Channels
To ensure organization, traceability, and SLA compliance, all tickets must be submitted exclusively through the official channels below:
- Support Portal (Freshdesk):
https://axiadigitalsolutions1.freshdesk.com/support/home - Email:
suporte@axiadigitalsolutions.com
(emails automatically generate a ticket in the system)
⚠️ 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.
3. 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.
4. Ticket Classification
Tickets are classified according to their nature to ensure proper handling:
4.1 Ticket Types
- Incident / Error: malfunctions or unavailability
- 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
5. 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.
6. New Features and Scope Changes
Requests for new features, significant changes, or demands outside the contracted scope must be submitted through the specific request form provided by Axia.
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. Communication and Follow-up
- All interactions related to a ticket must occur exclusively through the ticket in the support portal.
- This ensures history, traceability, and proper handling.
- Status updates, requests for information, and replies will be made through this channel.
8. 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)
9. 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