# Support

## Channels

- **Email**: help@auvo.com.br — all technical contacts land here.
- **Status**: [status.auvo.com.br](https://status.auvo.com.br) for incidents and maintenance.
- **Changelog**: [/changelog](/changelog) for planned changes.


## Before opening a ticket

1. Check the [status page](https://status.auvo.com.br).
2. Read the [error guide](/guides/errors).
3. Reproduce via curl with the token in use.
4. Record `X-Request-Id` and a UTC timestamp.


## Response SLA

- **Severity 1** (production down) — 1 hour during business hours (GMT-3).
- **Severity 2** (degraded) — 4 hours during business hours.
- **Severity 3** (general questions) — next business day.