TOTVS Customer Relationship Guide* - English

Service hours are from 7:00 a.m. to 7:00 p.m., Brasilia time, from Monday to Friday, except for national holidays.

The Standard Technical Support channel aims to guide specific questions and/or analysis of possible inconsistencies of the product reported for simulation in an updated and standard environment, thus ensuring the integrity and usability of the Product.

During the service, you may be informed that the situation is not in the scope of the standard support. Thus, the team will guide you as to which channel you should contact, for example, a suggestion of enhancement, consulting, contact with your ESN, and others.

The scope of the Standard Support is related to occasional questions about behaviors and business rules of the products, simulation of product inconsistency, validation, and forwarding for correction. Keep in mind that the scope for submission of a corrective version is based on the standard product.

For occurrences already submitted to the analysis of the Standard Support in which the situation reported is not reproduced and occurs in isolation in the customer environment, a specific analysis of the environment is necessary. For that, access the Consulting topic. The default scope of the support does not include analysis of the environment and/or database.

All interactions with the Support have the same scope and the same service guidelines. An occurrence reported by the TOTVS Relationship Center (Customer Portal) or the Chat, for example, does not receive a different service based on the channel.

Below are some actions that are not a part of the standard support scope.

• Training and consulting in the systems and modules for users that were not trained in the system/process.
• Installation, configuration, operation, maintenance of any kind of hardware and software, backup restoration, networks, database, operational system, and others¹.
• Correction of information registered in the system caused by incorrect usage from the user or third-party applications that directly impact the systems.
• Recovering of information and transfers not recovered by a backup.
• Remote or on-site follow-up for process execution.
• Conciliation in reports and/or integration files.
• Audit parameters and processes existing in the system.
• Delivery of obligations to the regulatory agencies and others.
• System update.
• Development and/or changes in specific functionalities in the customer's system.
• Source codes and customizations designed and developed by the customer or third parties.
• Development of new queries, views, or support to the existing ones.
• Customization of specific reports developed by the customer or a third party.
• Support to hardware and accessories.

¹ Except for SaaS products. If you have any questions, contact support.

For services not supported, check this Guide to learn how to contact the other teams, such as training, consulting, ESN, and others.

Consulting treats in a customized way the occurrences reported, providing the customer support for investigating the situation.

This option also applies to the TOTVS Customers and Consultants in customer service (consultant of Franchise Unit/Project/Approved Consulting/AMS), and the cost of service per Consultant adhesion is charged and billed to the responsible Unit/Franchise.

The amount for this service is adjusted annually based on the inflation index.

Two models are available: Technical Consulting and Support Consulting.

Exclusive custom service for your company

PRIME is a specialized service for customers who need a different service with high availability. The team acts according to the customer profile and offers the proposal that best matches the customer's needs. This is possible due to the detailed knowledge of the consultants on the customer environment, which gives more agility in the analysis and solution of the most critical scenarios.

This service mode is directed to companies that demand solutions with:

• Critical processes that cannot be interrupted;
• Complex operations;
• Customized Service Level according to a preset SLA;
• Smaller times for a service reply;
• Different maintenance times for correction;
• Direct phone contact;
• Different service times;
• Follow-up on proceedings;
• Proactive monitoring through a facilitator to speed up and direct the process of serving the requests;
• Remote access to the customer environment.

Customization demands are referred to the team in charge, according to the customer's contract

Service hours are from 8:00 a.m. to 12:00 p.m. and from 1:30 p.m. to 6:00 p.m., Brasilia time, from Monday to Friday except for holidays. These hours are valid for local holidays as well.

If you are interested in this type of service, contact your ESN and clear all your questions.

* Works on duty, out of service hours.

*Customers with special service contracts (PRIME) are helped through a specific phone channel.

* In case of further questions, contact the [email protected].

TOTVS Support has capable analysts to support technical requests. The specialized team is in constant evolution in processes for simulation, according to your operation scenario, assisting with questions and possible non-conformities to the standard product.

You can contact the team using the channels for request registration in the TOTVS Relationship Center (Customer Portal) such as Chat¹, fluig², or e-mail³.

¹ Available for some TOTVS products.

² fluig customers can still open tickets through the fluig Portal at https://centraldeatendimento.fluig.com/hc/pt-br 

³ Available for some TOTVS products.

Opening Requests

Each problem, topic, or question requires an exclusive ticket, and it must be detailed so that the service is performed.

Tips for opening a ticket:

• Before contacting service support, check the documentation related to your occurrence in the Unified Search.
• Check if the environment is updated according to the maintenances available in the TOTVS Relationship Center (Customer Portal).
• Describe the error/question in detail, specifying the step of the process in which it occurs.
• Send all data that may be relevant to the error/question, such as:
  • Images and videos
    • Send only the essential, so that we can validate the occurrence.
    • Whenever possible, blur data.
    • Avoid sending images or videos including faces, document numbers, etc.
  • Steps performed for running the process;
  • Version or Release used;
  • Which is the database (Oracle, SQL, others);
  • Environment hosted in TOTVS Cloud;
  • Describe the desired behavior;
  • Indicate if any particularity exists in the scenario that leads to the behavior in question;
  • From when the case began to occur. If it was after a version update, inform the previous and current versions;
  • Inform if the behavior happens for only a user or all users.
• The details described and the fulfillment of the request opening form help direct the ticket to the correct support team and ensure a quick and effective return to the customer.

When you open a request, articles based on the text entered in the subject are suggested, so that you can consult the related documentation. That way, we promote self-service without the need to register a request.

• When opening the request via Portal, attach files by dragging or pasting them. There is no need to zip the files. If the file is greater than 20 MB, use the File Upload option as indicated below. Rest easy; the file will be available for 3 months.

• After opening the demand, you can reply by e-mail to interact with the request without the need to access the TOTVS Relationship Center (Customer Portal).

The Technical Support investigates the reported scenario, and a solution proposal is sent. The request status is changed to "Customer Validation”.

The customer must validate the solution proposed after receiving information from the support. If the information received does not solve the occurrence, reply to the request. You have an average of up to 7 business days to answer it.

After this period, the request will be closed. If you still have questions, open a FOLLOW-UP using the TOTVS Relationship Center (Customer Portal) or reply to the e-mail received from Technical Support. In this case, a new ticket is created automatically with the history of the previous service.

The following is an example of the option available for creating a Follow-Up in the TOTVS Relationship Center (Customer Portal):

We want to listen to you to constantly improve the quality of the Support, platforms, and service processes.
At TOTVS, your opinion is very important, and we use it to direct our efforts with more assertive actions. With that in mind, always offer your point of view on the service received.
Whenever a service is completed, the demand requester is invited to answer a quick and objective question from the Satisfaction Survey in the NPS (Net Promoter Score) format.
NPS is based on strategic questions, for which customers should assign a score of 0 to 10, being: , and 10, “very high/excellent/certainly".

• • 0 something like “very low/very bad/few chances”, and;
  • 10 “very high/excellent/certainly".

For more details, see the Satisfaction Survey article.

Default support seeks to operate with agility, providing customers with feedback through the best service-provision practices. Thus, TOTVS makes aclassification based on the impact and process being executed and uses the classification below as a good practice and reference to determine the solution time: