Support & Availability Policy
Ensuring excellence and agility in your service.
1. Overview
EA Financial Advisory Services is committed to providing agile and efficient support to its clients. This policy defines our official channels, availability hours, and response times (SLA - Service Level Agreement) to ensure your demands are treated with the necessary priority.
2. Official Support Channels
To ensure proper tracking of your requests, please use the following channels:
- Client Portal: Preferred channel for document submission, meeting requests, and contractual inquiries. Access via secure login on this site.
- Support Email: support@eafinancialadvisory.com - For general and technical inquiries.
- Corporate WhatsApp: Available exclusively for active contract clients (Premium/Enterprise) for direct communication with the Account Manager.
- Phone: Available for scheduling and emergencies during business hours.
3. Availability Hours
Our team operates commercially considering Brazil and US (Eastern Time) time zones:
- Monday to Friday: 08:00 AM to 05:00 PM (Miami Time / EST).
- Emergency Support: Enterprise clients have 24/7 access for critical situations involving immediate asset risk or fatal legal deadlines.
- Holidays: We follow the national holiday calendar of Brazil and US bank holidays.
4. Service Levels (SLA)
We classify requests to prioritize service:
| Priority | Description | Initial Response Time |
|---|---|---|
| Critical | Financial blocks, imminent compliance risks. | Up to 2 business hours |
| High | Questions about ongoing transactions, portal access issues. | Up to 4 business hours |
| Normal | General questions, report requests, scheduling. | Up to 24 business hours (1 business day) |
5. Escalation
If your request is not answered within the stipulated time, you may escalate the service by sending an email with the subject "ESCALATION - [Your Name/Company]" to contato@eafinancialadvisory.com. This inbox is monitored directly by the executive board.