Customer Service Policy
Introduction
This Customer Service Policy defines the quality standards, communication channels and support procedures applicable to the SaaS innovation and project management platform provided by Quiker.
This Policy does not override specific agreements contractually signed with our customers. In case of conflict, the individual contract prevails.
Objective
The objective of this Policy is to establish a clear and efficient communication channel to meet customer needs in relation to the Platform. The Policy aims to ensure that customers receive high-quality technical support and service in an agile and secure manner.
Relationship Channels
The main support channel is the Quiker Customer Service Center. Customers can use it to:
- Create support tickets to report issues, request help or ask questions
- Monitor the status of open tickets
- Access the platform’s knowledge base
- Contact the Customer Success team directly
In addition to the Call Center, the following complementary channels are available:
- **Phone / WhatsApp: **+55 (16) 99611-6784
- **Email: **atndm.quiker@hub.quiker.com.br
- **Service Portal: **Quiker Customer Service Center (access via platform)
Types of Requests
When opening a ticket, whether via the portal, email or telephone, the customer must select the type of request that best describes their need:
- Incident or Support Request: Use when you need assistance using a platform feature or reporting unexpected behavior. Describe the actions taken and the result obtained.
- **Questions: **Use when you have questions about using the platform, its settings or available features.
- **Defect Report (Bug): **Use when you identify a technical defect that prevents or impairs the correct use of the platform. Describe the problem in as much detail as possible, including the path taken, the actions taken and the error presented.
- **New Functionality Request: **Use when you want to suggest or request the development of a new functionality. Describe the business need and expected behavior.
Opening a ticket via email
To ensure your request is handled quickly, please use the template below when emailing our support team:
| To: atndm.quiker@hub.quiker.com.br |
|---|
| Subject: [Ticket Title] Example: Question regarding user registration |
| Body: Describe the ticket with as much detail as possible, including: - Path taken on the platform (e.g. Menu > Projects > Register) - Actions taken before the error or question arose - Error message displayed (if any) - Frequency of the problem (always, sometimes, first time) |
| Evidence: ⚠ Important! Attach screenshots or videos that demonstrate the problem. This significantly speeds up diagnosis and resolution by our team. |
Communication
Quiker is committed to proactively keeping customers informed:
- New versions, features and corrections: communicated via Release Notes on the portal
- Ticket updates: automatic email notifications with each status change
- Security incidents: in the event of a data leak or intrusion being detected, all customers are notified immediately via email, regardless of the level of severity
Quiker will communicate with customers through customer support center.
Customers can also check the status of their tickets at any time at customer support center.
Service Process
When creating a ticket, the system automatically assigns a member of the Customer Success team, responsible for:
- Analyze the ticket and categorize the severity
- Contact the customer for additional information if necessary
- Coordinate the resolution with technical teams according to the SLA
- Keep the customer informed about the progress until the ticket is closed
The customer will receive email notifications for each ticket update and can check the status at any time via the Customer Service Center.
SLA
Quiker is committed to the following response and resolution times, depending on the severity of the ticket:
| Ticket Type | Priority | Response Time | Resolution Time | Example of Tickets |
|---|---|---|---|---|
| Critical Severity | High | Up to 2 business hours | Up to 8 hours | Platform down; total loss of access to the system |
| High Severity | High | Up to 2 business hours | Up to 8 hours | Main functionality has an error (initiative submission, form error); impact on a specific group of users (not all); severe slowness that compromises productivity |
| Medium Severity | Average | Up to 2 business hours | Up to 24 hours | Secondary functionality unavailable or in error; impact on few users or specific use cases; noticeable slowdown, but still within a tolerable level; workaround available |
| Low Severity | Low | Up to 2 business hours | Up to 1 month | Aesthetic inconvenience or user preference; questions and requests for information; suggestions for improvement or new functionality |
Response times are calculated in working hours (Monday to Friday, from 8am to 6pm, Brasília time), except for Critical Severity, which may require extended service.
Customer Satisfaction
Quiker is committed to customer satisfaction. The company will solicit customer feedback on the support service through satisfaction surveys. The Company will use this feedback to continually improve the support service.
Contact
If you have any questions about this Policy, please contact Quiker at +55 (16) 99611-6784 or at atndm.quiker@hub.quiker.com.br