Support
How Linkana's support team works — channels, hours and response times.
Updated on
Translation for reference. This document is provided as a courtesy English translation. The binding version is the Suporte e Atendimento in Portuguese.
Channels
- Help center: suporte.linkana.com — articles, guides and ticket creation.
- In-app support: chat available from the Linkana platform.
- Email: support@linkana.com.
Hours
Standard business hours: Monday to Friday, 9 a.m. to 6 p.m. (BRT), except for Brazilian national holidays.
For Enterprise customers with custom SLAs, refer to your subscription agreement for extended hours.
Response times
| Severity | First response | Definition |
|---|---|---|
| Critical | Within 1 business hour | Platform unavailability or critical functionality blocked |
| High | Within 4 business hours | Functionality degraded; usable workaround exists |
| Medium | Within 1 business day | Minor issues, questions affecting workflow |
| Low | Within 3 business days | Cosmetic issues, feature requests |
Service Level Agreement
For platform availability commitments and remediation, see our Service Level Agreement.
For the complete and binding text in Portuguese, see /suporte-atendimento/.