Your SLA on a screen, not in a promise.
Every consultancy says it has an SLA. In Doctor you open the portal and see the number: how long each ticket took, how much of it sat with us, how much sat with you, and how many hours are left on your contract.
“I opened a ticket and I have no idea what happened.”
It is the most repeated sentence from people switching consultancies. The ticket becomes an email, the email becomes a WhatsApp group, and nobody can say how long it has been stuck, or on whose side. Doctor flips the logic: the client sees the same panel our team sees.
The SLA we publish is the SLA we sign.
Five levels, each with a release and a resolution deadline. No "best effort", no "high priority" without a number behind it.
| Severity | When it applies | Release | Resolution or workaround |
|---|---|---|---|
| G1Critical | Production down or revenue impacted, with no possible workaround. | 1 h | Workaround within 4 business hours, continuous fix at top priority. |
| G2High | Essential functionality degraded and time sensitive. | 4 h | Within 16 business hours, at high priority. |
| G3Medium | Secondary functionality, not time sensitive. | 1 business day | Within 40 business hours, in the normal queue. |
| G4Enquiry | A question, usage guidance or a routine technical issue. | 4 h | Question within 8 business hours, routine within 80 business hours. |
| G5Improvement | An evolution of up to 16 hours of effort on the current architecture. | 3 business days | Executed within 16 hours, delivered in the next cycle. |
Release means triage and assignment of the professional, not final delivery. Deadlines in business hours, 9am to 6pm BRT, Monday to Friday. The rate is measured every month in the service report.
When the clock stops, you know why.
The part nobody shows: on the steps that depend on your approval, the SLA is suspended. That appears in the portal, with date and time, so nobody finds out at month end whose fault it was.
You close the ticket
Once you validate the delivery, you close it yourself in the portal. Nobody closes a request on your behalf to improve statistics.
Understand the flow →Up to 4h comes pre-approved
A small request does not wait for approval. And a critical G1 never depends on approval to start.
See the SLA →Everything notified
Comments and status changes go out by email and stay on record in WhatsApp.
Talk to us →Balance, usage and invoice in the same place.
Every month you receive the technical service report with usage per ticket, the effort applied and the remaining balance. And you do not have to wait for the report: the balance is in the portal all the time.
The portal also keeps contracts, payment slips and invoices: finance stops opening a ticket just to ask for a copy.
- Balance validity90 days
- Measurement closelast day of the month
- Report deliveryby the 2nd business day
- Window to dispute5 business days
- Rework from our defectdoes not consume hours
- Salesforce releasesannounced 15 days ahead
It is not only tickets.
Doctor is where the whole relationship happens: support, delivery, contract and next projects.
Tickets and SLA
Opening, tracking and the service indicator per period and per contract type.
See more →Projects and activities
Project progress and the tasks waiting on your team.
See more →Contracts and finance
Hour bank, balances, due dates, payment slips and invoices.
See more →Users
You define who opens tickets and who approves estimates.
See more →Opportunities
An idea larger than 16 hours becomes a separate proposal, recorded and tracked.
See more →Ombudsman
A direct channel when service fell short. It exists because sometimes it does.
See more →Support you can actually audit.
If today you cannot say how long your last ticket took, that is exactly the problem Doctor solves.
Rather talk now?
Sales team on WhatsApp, Monday to Friday, 9am to 6pm (BRT).
WhatsApp +55 27 99997-0276