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Support policy · version 1.0

How we handle your support tickets

Response times, priority criteria and the rules of Edoo Tecnologia support. It applies to customers with an active support contract and to Edoo apps.

In effect since September 11, 2026.

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The basics

Hours, channel and priority

🕘

Support hours

Monday to Friday, 8:30 am to 12 pm and 2 pm to 6 pm (Brasília time), except Brazilian national holidays. Every time frame in this policy counts only these hours.

🎫

Official channel

A ticket opened through the customer portal, the website form or [email protected]. Phone and WhatsApp are fine for a heads-up, but the clock only starts once the ticket is registered.

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How to flag priority

On the form, pick a priority. By email, add [CRITICAL], [URGENT] or [LOW] to the subject. With no flag, the ticket starts as Normal. Our team confirms or adjusts the priority at triage and explains why in the ticket.

Time frames

Priorities and time frames

Priority reflects the impact on your operation and its urgency, not the kind of request. Time frames are maximums, in business hours.

Priority	First response	Updates	Resolution target	When it applies
Critical	30 min	every hour	workaround within 4 h	Production is down: system unavailable, NF-e, NFC-e or NFS-e issuing blocked, POS down, invoicing or bank slips stuck.
Urgent	2 h	every 4 hours	1 business day	An important feature is failing but there is a workaround; one user, branch or integration is down without stopping the company.
Normal	4 h	1 business day	3 business days	Errors with a simple workaround, how-to questions, settings, reports and permissions.
Low	8 h	2 business days	5 business days or a scheduled date	Information, suggestions, visual tweaks and requests with a planned date.

First response means the first message from an analyst with an assessment of the case; the automatic confirmation does not count. Resolution targets are goals, not guarantees, and do not apply to improvements, customizations and training, which follow the flow described below.

Tickets opened outside support hours start counting at the beginning of the next support period. Critical priority applies to the production environment; issues in a test environment are at most Normal.

Request types

Each request follows the right flow

Type	How we handle it
Incident	Something that used to work stopped or gives a wrong result. All time frames apply. Fixes to Edoo modules carry no extra charge.
How-to question	Guidance on how to do something in the system. All time frames apply.
Configuration	Adjusting parameters, tax rules, users and permissions. All time frames apply.
Service request	Procedures such as installing a digital certificate, updating modules, restoring a database or creating a test environment. Time frames apply, or the agreed date.
Improvement or customization	A new feature, report, screen change or integration. The first response follows the priority time frame; after that, the improvement flow below.
Training	Scheduled at least 3 business days in advance.
Billing and contract	Invoices, Edoo bank slips, contract and proposals. Answered within 1 business day.

Improvements and customizations

From request to delivery

Analysis. We understand the need, its impact and the best solution, and get back to you within 5 business days.
Proposal. Most improvements to Edoo modules are made at no cost, because they improve the product for everyone. When a request needs significant custom development, we send an hour-based quote for approval before starting.
Planning. Once approved, we agree on the delivery date in the ticket itself.
Validation. You validate the delivery in a test environment.
Release. We release it to production and record in the ticket what was delivered and where to find it.

Moving to a new Odoo version is handled as a project, with its own scope and budget; existing customizations are part of that project.

When the clock stops

While we wait for information, access or a test from you.
When the fix depends on third parties: SEFAZ, city halls, banks, Odoo S.A. or hosting providers.
Outside support hours and on national holidays.

What we need from you

The company and environment affected (production or test).
What you expected, what happened and how to get to the problem.
A screenshot of the screen or error, and the document number for tax cases.
A contact person available to reply while we work on it.

Frequently asked questions

Questions about this policy

What if a time frame is missed?

Reply in the ticket asking for escalation. The ticket moves to the support coordination, which follows it through to closure.

Do you provide support outside business hours?

Not in this version of the policy. Tickets opened at night, on weekends or holidays join the queue and start counting at the beginning of the next support period. Extended support can be agreed in a contract.

Who sets the priority?

You flag the impact when opening the ticket and our team confirms it at triage. If we reclassify it, we explain why in the ticket.

My contract has different terms. Which one applies?

The contract does. This policy is the general reference; support contracts with their own terms follow what was signed.

Can this policy change?

It may be updated. Each change gets a new version number and effective date on this page.

Need help now?

Open a ticket and follow everything through the customer portal.

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