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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: contato@edoo.me
- 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, 8:30 am to 12 pm and 2 pm to 6 pm (Brasília time). Tickets registered outside these hours enter the queue for the next support period.
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 its impact on your operation. The time below is the maximum until the first response from an analyst, counted in business hours: Monday to Friday, 8:30 am to 12 pm and 2 pm to 6 pm.
Resolution targets, update frequency, request types and the customization flow are in the full support policy. Support contracts may set specific terms; in that case, the contract applies.
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: 30 minutes for critical, 2 hours for urgent, 4 hours for normal and 8 hours for low, in business hours. Details are in the support policy.
My system stopped issuing invoices. What do I do first?
Open the ticket with Critical priority on the form, or with [CRITICAL] in the subject if you use email, and include the document and the error message shown. Anything that blocks tax document issuing or invoicing gets a first response within 30 minutes, in business hours.
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 contato@edoo.me. 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?
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