SUPPORT REGULATION

Rules for using assistance and support service

1. Respect and Collaboration: All communication with the support team must be done with the utmost respect and in a spirit of collaboration. Insults, offensive language or inappropriate behavior are not permitted. It is kindly requested that a cordial and respectful tone be maintained during interactions.

2. Response Times: Support strives to respond within 24 - 48 hours of last contact. It is important to note that multiple contacts will spread the response time. Requests are handled in chronological order, so sending multiple messages at different times may increase the wait time based on requests from other customers.

3. Written communications: Please use only the communication methods provided for assistance, such as chat or email. The switchboard cannot accept calls in order not to slow down the flow of incoming data. Customers are kindly requested not to make calls, but to use the communication methods indicated.

4. Suspension of Service: The agency reserves the right to interrupt or suspend the general or individual assistance service in the event of violations of this regulation. This is done to protect all customers, as receiving multiple simultaneous communications or forced reminders could cause general slowdowns. Please respect the regulation in order to guarantee a prompt service to all users.

5. Confidentiality of information: When communicating with the support team, please do not share sensitive or personal information that is not necessary for resolving the issue. The agency does not assume responsibility for any damages resulting from disclosure of confidential information.

6. Appropriate Use of the Service: Assistance and support service are provided exclusively for the resolution of problems related to the use of the agency's products or services. Please use the service appropriately and in accordance with applicable laws and regulations. Use of the service for illegal or unauthorized purposes is not permitted.

7. User Responsibility: Users are responsible for the information provided when communicating with the support team. Please provide accurate and complete information to enable effective resolution of the issue.

8. Troubleshooting: The support team will do their best to resolve reported issues, but cannot guarantee an immediate solution or that all issues will be resolved. The complexity of the issue and technical limitations may require additional time. Please be patient and cooperative during the resolution process.

9. Changes to the rules: The agency reserves the right to make changes to this service and support rules without notice. Any changes will be published and will become effective from the date of publication.

Please read carefully and respect the above rules to ensure proper use of assistance and support service. The agency is committed to providing quality service and solving user problems in the best possible way. Thank you for your cooperation.