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To use the TOTVS Service Channels, set a contact as the administrator of the TOTVS Relationship Center (Customer Portal). The administrator user will be responsible for creating, maintaining, and allowing access to services such as Administrative, Financial, and Technical Support, Ombudsman, and others.

In the first access to the TOTVS Relationship Center (Customer Portal), the administrator must access the option “I want to register” available at suporte.totvs.com. Then, the validation notification will be sent to the financial e-mail of the company entered upon signing the contract with TOTVS.

After enabling the administrator's register for the TOTVS Relationship Center (Customer Portal), the following resources can be accessed on the website suporte.totvs.com. If you access totvs.com click “I am a Customer” and select the desired Portal.

After this process, you can add the contacts with authorized access, which will have exclusive emails and passwords.

If you have questions related to registration or access, contact our Customer Portal Assistance team using phone number 4003-0015, option 7.

If it is necessary to add new users, do not worry: this can be done using the TOTVS Relationship Center (Customer Portal) manually and individually, or by importing a batch.

The administrator must perform this action.

Do you already have access to the TOTVS Relationship Center (Customer Portal), but still do not know what you can use?
Here are some clues and instructions on how to use the TOTVS Relationship Center (Customer Portal).

I forgot my password: If you already have access, but forgot the password registered, recover it using the access page to the TOTVS Relationship Center (Customer Portal). Click I forgot my password and enter the data requested. If you have forgotten the registered e-mail or has any other question, contact our Support team at +55 11 4003 0015, option 7.

How to identify the Portal Administrator: Log in to the TOTVS Relationship Center (Customer Portal), place the cursor over your username, click the down arrow, and the following screen will appear for consultation:

The administrator can register, edit, or delete users. Perform one of the following processes:

• New users: Use the TOTVS Relationship Center (Customer Portal) to add new users manually and individually or by importing a batch.
• Maintenance*: Maintain the records by, for example transferring requests, setting permissions, and changing e-mails.
• Delete: If you need to delete users, follow the instructions at How to delete a user.

A user who wants to change their registration details can do so using the My Profile menu. Remember that it is very important to keep data updated for quick and efficient service since only the person registered as the contact can open requests in place of their company.

*CPF/SSN and e-mail data cannot be edited. For this, register a ticket for the Customer Portal Assistance team or contact them using the Chat.

Quick, easy, and real-time interactions with our analysts.

Before starting a conversation, check the documentation related to your event in the Unified Search, promoting self-service. If necessary, start a chat with the support team.

Check some important points about this online service:

• Enter the fields and describe the error/question in detail, specifying the step of the process in which it occurs.
• Attach files for a better understanding of the request.
• A demand will be registered with the chat history. It can be used as a reference for the team and/or other requests.
• When your service is complex, taking longer for analysis, wait for its return by e-mail.
• If your request is outside business hours, a request will be registered. You can follow it using the TOTVS Relationship Center (Customer Portal) or by e-mail.
• When your service is finished, you will receive the satisfaction survey by e-mail or you may respond to it on the Customer Portal.
• Respond to the satisfaction survey to help us continue improving your service.

* Available for some TOTVS products. If you have any questions, contact support.

Hi! I'm Carolina, your TOTVS virtual assistant!

I can answer many questions and solve some problems online and in real-time. That's right! And interacting with me makes me smarter every day. Don't mind my language. I'm witty and use many emojis, slang, and so on. A light and humanized communication that improves customer experience, engaging them for better interaction with TOTVS products and services.

Carolina is a virtual assistant that uses artificial intelligence to solve your requests in instantaneous interactions. If your incident is not solved, do not worry: she can redirect you to the chat support or open a request containing the entire history for it to be followed. 

Get to know Carolina: visit the TOTVS Relationship Center (Customer Portal) with your username and password, and solve your questions.

* Available for some TOTVS products. If you have any questions, contact support.

You can open requests by e-mail, making your day by day more agile and practical and allowing you to follow up via the TOTVS Relationship Center (Customer Portal).

Remember: if you need to return the interaction to the support team, you can also answer by e-mail, and your answer will be registered in the request.

* Available for some TOTVS products. If you have any questions, contact support.

For phone support, our team is available to help you and route your demands.

• + 55 11 4003 0015 - Other TOTVS products
• + 55 11 3003 2111 - Eleve, Chef, Live, Winthor, TOTVS Antecipa, Dimensa (Financial Services)
• + 55 11 3003 5559 - TOTVS Fluig
• + 55 11 3003 0999 - TOTVS Hospitality

To search the flow of service options, in the search field of the Unified Search, type Interactive Voice Response (IVR). That way, documents with all telephone channel options will be presented.

* Available for some TOTVS customers/products. If you have any questions on how to reach us, contact your Business Solutions Executive (BSE).

PHONE NUMBER FOR INTERNATIONAL MARKET

We also have direct phone numbers in some countries of the International Market for product support.

• Argentina +54 11 5295 9300 option 2
• Colombia 01-800-913-55-29
• Mexico 01442 1-03-06-00 with end numbers 03 and 04
• Peru 0800-55-372

Some products require authentication for access. If you do not know where the password for the phone channel is, check it in the TOTVS Relationship Center (Customer Portal), in My Profile. If needed, perform the Organizational Code Query for the authentication.

Want to suggest enhancements to the products? Rest easy: in the TOTVS Relationship Center (Customer Portal), the option TOTVS Collaboration Centerexists to register your suggestions and track what other customers are suggesting for the products.

Do you know the TOTVS Collaboration Center?

This is a place to share ideas and improve the constant evolution of our products. You can register your suggestions for improvement and innovation, allowing other customers to promote your ideas, and support suggestions already registered. All in a simple, fast, and efficient way! Visit Collaboration Center - How to Access.

You can also vote on suggestions made by other customers, speeding up and giving even more relevance to implementations that add value to the products! Check the goals of this super tool! Want to know how to best obtain all the BENEFITS it can offer? Click here to find out!

But there is more! We have prepared a nice content for you to learn about all the features in the Collaboration Center. What are you waiting for? Visit it now!

Rest assured that, when you create the enhancement in the Collaboration Center and click SEND, you will follow it automatically. That way, you will receive all notifications from your suggestion.

If needed, check the Collaboration Center's Code of Conduct in the article.

Stay on top of product enhancements delivered. In the Release Report, you can find enhancements from PREVIOUS RELEASES and the forecast of items for the FUTURE RELEASES. TOTVS periodically releases updates and innovations to integrate enhancements to the solutions. Check updates and innovations in the Releases/Versions Calendar.

* Available for some TOTVS products. If you have any questions, contact support.

Support for your technical issues. Ask questions or report specific issues on the operational processes of your system to an expert team.

Service hours are from 7:00 a.m. to 7:00 p.m., Brasilia time, from Monday to Friday, except for national holidays.

The Standard Technical Support channel aims to guide specific questions and/or analysis of possible inconsistencies of the product reported for simulation in an updated and standard environment, thus ensuring the integrity and usability of the Product.

During the service, you may be informed that the situation is not in the scope of the standard support. Thus, the team will guide you as to which channel you should contact, for example, a suggestion of enhancement, consulting, contact with your ESN, and others.

The scope of the Standard Support is related to occasional questions about behaviors and business rules of the products, simulation of product inconsistency, validation, and forwarding for correction. Keep in mind that the scope for submission of a corrective version is based on the standard product.

For occurrences already submitted to the analysis of the Standard Support in which the situation reported is not reproduced and occurs in isolation in the customer environment, a specific analysis of the environment is necessary. For that, access the Consulting topic. The default scope of the support does not include analysis of the environment and/or database.

All interactions with the Support have the same scope and the same service guidelines. An occurrence reported by the TOTVS Relationship Center (Customer Portal) or the Chat, for example, does not receive a different service based on the channel.

Below are some actions that are not a part of the standard support scope.

• Training and consulting in the systems and modules for users that were not trained in the system/process.
• Installation, configuration, operation, maintenance of any kind of hardware and software, backup restoration, networks, database, operational system, and others¹.
• Correction of information registered in the system caused by incorrect usage from the user or third-party applications that directly impact the systems.
• Recovering of information and transfers not recovered by a backup.
• Remote or on-site follow-up for process execution.
• Conciliation in reports and/or integration files.
• Audit parameters and processes that exist in the system.
• Delivery of obligations to the regulatory agencies and others.
• System update.
• Development and/or changes in specific functionalities in the customer's system.
• Source codes and customizations designed and developed by the customer or third parties.
• Development of new queries, views, or support to the existing ones.
• Customization of specific reports developed by the customer or a third party.
• Support to hardware and accessories.

¹ Except for SaaS products. If you have any questions, contact support.

For services not supported, check this Guide to learn how to contact the other teams, such as training, consulting, ESN, and others.

Consulting treats in a customized way the occurrences reported, providing the customer support for investigating the situation.

This option also applies to the TOTVS Customers and Consultants in customer service (consultant of Franchise Unit/Project/Approved Consulting/AMS), and the cost of service per Consultant adhesion is charged and billed to the responsible Unit/Franchise.

The amount for this service is adjusted annually based on the inflation index.

Two models are available: Technical Consulting and Support Consulting.

Exclusive custom service for your company

PRIME is a specialized service for customers who need a different service with high availability. The team acts according to the customer profile and offers the proposal that best matches the customer's needs. This is possible due to the detailed knowledge of the consultants on the customer environment, which gives more agility in the analysis and solution of the most critical scenarios.

This service mode is directed to companies that demand solutions with:

• Critical processes that cannot be interrupted;
• Complex operations;
• Customized Service Level according to a preset SLA;
• Smaller times for a service reply;
• Different maintenance times for correction;
• Direct phone contact;
• Different service times;
• Follow-up on proceedings;
• Proactive monitoring through a facilitator to speed up and direct the process of serving the requests;
• Remote access to the customer environment.

Customization demands are referred to the team in charge, according to the customer's contract

Service hours are from 8:00 a.m. to 12:00 p.m. and from 1:30 p.m. to 6:00 p.m., Brasilia time, from Monday to Friday except for holidays. These hours are valid for local holidays as well.

If you are interested in this type of service, contact your ESN and clear all your questions.

* Works on duty, out of service hours.

*Customers with special service contracts (PRIME) are helped through a specific phone channel.

* In case of further questions, contact the [email protected].