# Support

### Available Plans

In this area, the two support options are presented, allowing the administrator to evaluate whether the current level meets the critical needs of the business.

<figure><img src="/files/IO6YS3X31WKSr6iRyisZ" alt=""><figcaption></figcaption></figure>

#### Basic Support

Ideal for operations seeking standard and efficient assistance for day-to-day issues.

* **Channels:** Support via email or ticket system through the platform.
* **Scope:** Technical support for usage questions, bugs, and general incidents.
* **SLA (Response Time):** Standard response time according to the support queue.

#### Enterprise Support

Designed for companies with critical operations that require maximum priority and extended availability.

* **Priority Channels:** Direct access through agile channels (WhatsApp).
* **Differentiated SLA:** Guaranteed response and resolution within reduced timeframes (aggressive response SLA).

### Service Level Agreement (SLA)

<figure><img src="/files/jYlJc4ttseSnzy3p30O1" alt=""><figcaption></figcaption></figure>

The SLA defines service and response timelines to ensure quality and operational continuity. It establishes maximum response times for critical cases, such as Power Omni unavailability and other incidents, ensuring transparency in support.

### Plan Upgrade

If the company identifies the need for a more robust support level:

<figure><img src="/files/uz7SVcphA4SwirSqsf2G" alt=""><figcaption></figcaption></figure>

* At the bottom of the screen, you have the option to migrate your plan to Enterprise. Simply accept the terms and click **Subscribe**.
* After that, just wait for our team to contact you via email with the next steps.

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#### 💡 Note

Remember that the value of the selected support plan on this screen is automatically reflected in your **Monthly Invoice**.
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