# Support channels, hours and response times

> Where to reach us, when, and how long each type of case takes to be answered.

## 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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https://edupay.estudiosite.com/en/ajuda/troubleshooting/support-channels
2026-08-05