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How can we help you today?
Choose the right path and the answer comes faster. Clients with a contract open a ticket; those who are not clients yet talk to the sales team; and most day-to-day questions are already answered in the documentation.
Three paths, depending on what you need
Maybe the answer is already here
Documentation, courses and community — available at any time, with no need to wait for support.
Our direct channels
If you prefer to talk, we are here. For support matters under contract, the ticket is still the fastest path — but no one is left without an answer.
- Email: [email protected]
- Phone: +55 (11) 3013-4000
- WhatsApp: +55 (51) 99252-5268
- Client portal: track orders, invoices and tickets
- Scheduling: pick a time on a specialist's calendar
Sales and support available Monday to Friday, during business hours. Tickets registered outside that period enter the queue on the next business day.
What speeds up your support
When opening a ticket, including this information usually cuts the response time in half:
- Which company and which environment (production or test)
- What you expected to happen and what actually happened
- The path in the system up to the problem (menu, screen, button)
- A screenshot of the screen or the error, when there is one
- Number of the document involved (order, invoice, NF-e) if it is a fiscal case
Our first response SLA
Every ticket is classified by impact on the operation. The time below is the maximum until the first response from an analyst, counted in business hours on business days.
The time for resolution depends on the complexity and is agreed on the ticket itself, with progress updates until closure. Maintenance contracts may set specific conditions — in that case, what is in the contract prevails.
Common questions about support
I'm a client. Where do I open a ticket?
In the Support Team. You receive the ticket number by email and follow the progress through the client portal. Tickets registered there have history and SLA — requests made only by WhatsApp or phone get lost more easily.
I'm not a client yet. Do you help anyway?
Yes. For a quote, a demo or a question about our products, use the contact form. If your question is about a specific Edoo app, even with the implementation done by another partner, open it in the queue for Apps edoo.me.
What is the response time?
Sales requests are answered within 1 business day. Support tickets follow the first response SLA: 2 hours for critical, 4 hours for high and 6 hours for normal, during business hours. The full table is right above.
My system stopped issuing invoices. What do I do first?
Open the ticket marking the impact as critical and provide the document and the error message shown. Situations that block fiscal issuance or invoicing get priority in the queue.
I need training for my team.
We have video courses open, and we also build tailored training during implementation projects. Talk to sales for the dedicated format.
How do I request deletion of my data?
Write to [email protected]. The procedure and your rights are described in the Privacy Policy. For edoo.app, there is a specific page.
Didn't find what you needed?
Send us your question and we'll route it to the right person.