How to reach us
WhatsApp: +55 (21) 99260-8511 Monday to Friday, 9am to 6pm (Brasília time).
It is the active channel today, for anything — a question, a problem or a request.
A channel inside the system itself is on the way. Until it arrives, the WhatsApp number above is the official route.
Response times
| Type of case | Time |
|---|---|
| Emergency | 6 hours |
| Everything else | 2 business days |
What counts as an emergency
The test is the impact on the school's operation, not how urgent the case feels:
- Nobody at the school can sign in to the system.
- No student can sign in to the portal.
- Charges have stopped going out for every student.
- Data appears mixed up between students.
What usually is not an emergency, however important: one specific student with an access problem, a configuration question, a change request, a report that does not add up.
When in doubt, describe the impact — how many students, since when, what stopped. It is the description that classifies the case, not the label.
Making the response time work for you
The clock starts when the ticket arrives with enough information to investigate. An incomplete ticket spends its first reply asking questions.
The article alongside lists the six pieces of information that prevent that.
Outside working hours
Messages sent outside Monday to Friday, 9am to 6pm, join the queue and are handled at the next opening. The emergency clock starts from then.
For anything that cannot wait, it is worth checking the problem index first: access and signature cases usually have an immediate solution that depends on nobody.
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