WRA IT provides our customers with the following means of support that can be used exclusively via website, email or telephone.

 

  • Support Website: WRA IT provides access via the Web platform through the website  https://suporte.wra.com.br . At this address, our customers can open tickets, monitor progress and exchange information with the technical team, in addition to gaining access to a knowledge base that helps users resolve problems.
  • Email: support@wra.com.br . It is important that all problems are documented in this ticket opening email. 
  • Telephone:  +55 44 3028-9720 . The calls will be answered by WRA IT registering a ticket in the Support service line,  the problem, the requester and the requester's contacts (email and telephone) . We recommend using the telephone only in cases of emergency or when it is not possible to send an email.

 

Internally, all calls will be recorded in the system to control service requests. All calls will be analyzed, will have an identification number and a specific attendant. The attendant will get in touch, perform the task and the result will be communicated to the requester via ticket. The attendant will also be able to escalate the call to the team of specialists.

  • Support Team  - Responsible for “Quick” services (installations, formatting, configurations, printers, etc.).
  • Server Team  – Responsible for assistance scheduled by the Support Team in the  Server area or specific projects in the area
  • Security Team  – Responsible for assistance scheduled by the Support Team, in the area of  Firewalls, Network Security or specific projects in the area.

 

Service will depend on the availability of the attendant who, by default, will assist remotely. For cases requiring on-site assistance, the attendant must agree a date and time with the requester. The format of the local service will be:

  1. Contact the customer, requesting the call, informing availability of an agenda for the visit;
  2. A formal email will be sent to everyone involved describing the agreed date of the visit and the tasks that will be carried out;
  3. During the visit, the tasks agreed in items 1 and 2 will be carried out exclusively.
  4. After the call is completed, if the attendant is available, he or she may respond to new requests, as long as they are previously registered in the WRA IT call system. Attendants will not perform tasks that are not previously registered in the system.
  5. Visits will be scheduled during business hours, respecting the following times: from 8:30 am, when scheduled in the morning; from 2:30 pm, when scheduled in the afternoon.

 

DETAILS OF THE SUPPORT CENTER OFFICE HOURS

From Monday to Friday, except holidays, from 8am to 6pm, with a break from 12pm to 2pm. Maringá-PR base calendar.

 

RELATIONSHIP CHANNEL

We ask that you share suggestions, criticisms or compliments using the relationship channel at email: relationship@wra.com.br