1. Purpose
This policy describes Neutraza's support channels and the response times offered to Holders, Guardians and anyone who contacts us. It applies in every country we serve.
2. Support channels
- Help Center and FAQ: available 24 hours a day, 7 days a week, whenever you need them.
- Virtual assistant on the website and dashboard: available 24 hours a day, 7 days a week. It answers the most common questions right away and, when it can't solve something, opens a ticket already classified for our team.
- Ticket in the dashboard or email to contact@neutraza.com: handled by our team.
3. Response times
- Tickets and emails: first response within 48 hours.
- Critical cases: first response within 4 hours.
Support runs 24 hours a day, 7 days a week, including weekends and holidays. Times are counted in calendar hours from when the ticket is opened or the email is received.
4. What counts as critical
A ticket is critical when it reports:
- the platform being down, fully or partially;
- a payment failure that prevents an adoption or a charge;
- a failure issuing, displaying or verifying a certificate.
The assistant or our team classifies each ticket. If you disagree, you can ask for a review in the ticket itself.
5. What counts as a response
The first response is our team addressing the content of your ticket: a solution, a workaround or a request for the information we need. Automatic receipt messages don't count.
The times in this policy are for the first response. Resolution time depends on each case and will be shared in the ticket.
6. Exceptions
These times may not apply to situations caused by:
- third-party services integrated into the platform, such as payment processors, satellite imagery, public environmental registries and maps;
- use of the platform contrary to the Terms of Use;
- scheduled maintenance announced at least 48 hours in advance;
- acts of God or force majeure.
7. Contact us
To open a ticket, use the support menu in your dashboard or write to contact@neutraza.com. To help us respond faster, include the reserve or certificate code, if any, and describe what happened.