In order to raise the standard of our service quality—especially support—we are reviewing our internal processes, queue management, and response times.

With the new Customer Portal, we will gain more efficiency, transparency, and speed in our processes.

Check out what’s new in the Customer Portal.

Through the new Portal, we will monitor SLA (Service Level Agreement), as we will begin to define predetermined response times based on the criticality of the issues reported when opening a ticket. This way, you will know in advance the average response time for each type of request according to its classification.

The SLA is a service commitment based on industry best practices and becomes a key reference to provide our clients with higher quality and faster support.

With the implementation of the Portal, we will adopt a structured plan for product evolution at Pixeon,
taking into account suggestions for improvements made by our clients.

Our roadmap will be directly influenced by suggestions made through the portal, where a multidisciplinary committee will be responsible for analyzing and evaluating each suggestion and determining its implementation priority.

This analysis will focus on the common good and the interests of our entire client base, while also
considering key market evolution trends.

Approved improvements will be implemented according to our product versioning policy, such as releases, sprints, or versions to be launched over time.

It’s worth noting that you will know in advance the evolution path for each of our solutions via the Portal.

You will be able to submit commercial requests, including new product licenses, consulting services,
implementation, customizations, infrastructure, etc.

All these improvements and features delivered through this new support channel reinforce Pixeon’s
commitment to delivering better services and products, benefiting our clients with effective management of their needs.

No. With the new Portal, Pixeon aims to reinforce the improvements and features delivered,
maintaining the commitment to provide better services and products that benefit our clients.

Access will be done directly through the Pixeon website by clicking on “Customer Portal” in
the upper right corner. (See more information in the user manual)

You should send an email to acesso.portal@pixeon.com, explaining your difficulty, or if you
prefer, contact us by phone at (11) 2146-1300.

New tickets will have a new numbering system, but old and historical tickets will still be
available in the “Zendesk Ticket” section.

You can access the user manual, where we present a step-by-step guide on how to use the
tool.