We already know that our knowledge base contains content on various topics related to our products on the platform, as well as our services.
However, we understand that many cases are specific and require special attention to address the questions that arise. Therefore, in this article, we provide the communication channels with our Customer Care team to support you with your questions and forward requests internally.
Remember to gather all the necessary information to expedite your service. Provide as much information as possible to our analysts:
What is the ticket ID you have questions about? If there is no existing ID on the platform, please provide the URL related to your question.
What is the difficulty you are facing? Is it a bug on the platform, difficulty accessing a feature, questions about the process, etc.?
Share the motivation behind your request. Which area of your business/process does the request affect? This way, we can better direct and prioritize each situation.
You can contact us by sending an email to [email protected]. Our team will respond:
24/7 Support: Available only for Corporate and Enterprise customers, and MSSP partners.
SLAs:
First response: up to 4 hours.
Response time after the first contact: up to 1 business day.
💬 Chat
If you have specific questions and need more dynamic support, you can contact us directly through the chat available on the Axur Platform (id.axur.com), by clicking the message icon in the lower right corner, as highlighted in the image below:
SLAs:
First response: up to 30 minutes.
Response time after the first contact: up to 2 business hours.
The language setting for the “Help” option in the chat is based on your browser settings, not the Axur Platform. If your browser language is set to English, but the Platform is in Portuguese, the “Help” option will be displayed in English.
We know that daily life is busy, so we provide a WhatsApp channel so you can reach us from anywhere. Add our number to your contacts and message us at +55 0800 042 4247.
SLAs:
First response: up to 30 minutes.
Response time after the first contact: up to 2 business hours.
Since we do not have access to the identification of users who contact us via WhatsApp, we ask that you always provide your Axur Platform access email to ensure the security of your information.
Support Hours
The support hours for all our channels (email, chat, and WhatsApp) are from 8 AM to 9 PM (Brasília Time), Monday through Friday. If you have contracted 24/7 Human Support service, remember that the official channel for these requests is only email ([email protected]), and our team will be on standby to assist you outside business hours.
Additionally, our support channels on the platform feature an Artificial Intelligence (AI) trained to assist with questions, available 24 hours a day, 7 days a week, on any support channel. The AI is always ready to help, ensuring quick and efficient support at any time.
If you have questions about the support channels or your support service contract, contact the CSM (Customer Success Manager) responsible for your account. Our entire team is available to support you and make your experience even safer!