Support

Human support with clear response times

Tickets are opened in the authenticated dashboard and handled Monday to Friday, 9am to 6pm Brasília time (UTC-3), except holidays.

First response time

Community and Essential: up to 3 business days.
Growth: up to 1 business day.
Ministry: up to 4 business hours.
Network: timeframe defined in contract.

The timeframe counts within business hours and refers to the first response, not necessarily full resolution.

How to open a ticket

Sign in to the dashboard, open Support and describe the affected page, the behavior observed and the approximate time. Private attachments can be sent in the ticket itself. Never send passwords or API keys.

Emergencies

Sanctuware is not an emergency service. Risk to life, violence or medical emergencies should be directed to appropriate local services.