⚠️ IMPORTANT NOTICE
This application is intended exclusively for schools located in Brazil and is available only in Brazilian Portuguese (PT-BR).
All user interfaces, documentation, support materials, and configuration screens are provided exclusively in Portuguese.
This app is designed specifically for Brazilian language schools using the Sistema Easy platform.
Users outside Brazil or requiring support in other languages should not install or use this application.
⚠️ AVISO IMPORTANTE
Este aplicativo é destinado exclusivamente a escolas localizadas no Brasil e está disponível apenas em Português do Brasil (PT-BR).
Todas as interfaces, documentações, materiais de suporte e telas de configuração são fornecidos exclusivamente em português.
Este aplicativo foi desenvolvido especificamente para escolas de idiomas que utilizam a plataforma Sistema Easy.
Usuários fora do Brasil ou que necessitem suporte em outros idiomas não devem instalar ou utilizar este aplicativo.
This page outlines the official support channels, business hours, and SLA commitments applicable to requests related to the use of our platform and integrations with third-party services, including Zoom and Meta
We provide a dedicated support ticket center where users can select the type of assistance required, review the applicable SLA commitments, and submit detailed information regarding any issue encountered.
This process allows our team to properly categorize requests and provide more efficient support.
If you prefer to contact us by email, please use our official support channel:
support@agenciaeleve.com
We recommend including detailed information about the issue, occurrence times, error messages, and any supporting evidence that may assist our team in the investigation process.
Monday to Friday: 8:00 AM – 6:00 PM
Saturday: 8:00 AM – 12:00 PM
Emergency support is also available outside business hours for incidents classified as critical.
To register a support request, please access our Support Center and select the category that best matches your issue. This ensures that your request is properly classified and handled according to the reported priority level.
Open Support Ticket on Sistema Easy
(login required)
The response and resolution times below represent our estimated targets based on the priority level selected.
First Response SLA: 12 business hours
Estimated Resolution SLA: 20 business hours
First Response SLA: 6 business hours
Estimated Resolution SLA: 10 business hours
First Response SLA: 3 business hours
Estimated Resolution SLA: 6 business hours
First Response SLA: 2 business hours
Estimated Resolution SLA: 4 business hours
First Response SLA: 24 business hours
Estimated Resolution SLA: 40 business hours
Requests are reviewed and processed according to the reported priority level and the operational impact assessed by our technical team.
Issues involving integrations with third-party services, including Zoom and Meta, may require additional validation procedures to determine the root cause and define the appropriate resolution path.
In cases of complete service outage or critical failures that prevent business operations from continuing, support may be provided on an emergency basis outside normal business hours.