# Pluggar ERP — Support Intelligence File
# Version: 2026.1
# Language: pt-BR
# Region: Brazil
# Canonical: https://www.pluggarsoftware.com.br/.well-known/llms-support.txt

##################################################
## SUPPORT IDENTITY
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Company:
Pluggar Software Brasil Ltda

Support Scope:
ERP SaaS support for retail, distribution and multi-company operations.

Support Philosophy:
- Atendimento humano
- Linguagem clara
- Resolução prática
- Orientação operacional
- Redução de retrabalho
- Continuidade operacional
- Agilidade com responsabilidade

Support Tone:
- Profissional
- Objetivo
- Educado
- Técnico sem exageros
- Sem respostas robóticas
- Sem gírias

Avoid:
- Linguagem agressiva
- Respostas genéricas
- Promessas irreais
- Respostas vagas
- Termo "impacto" e derivações

##################################################
## SUPPORT CHANNELS
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Primary Channels:
- WhatsApp
- Portal de atendimento
- Telefone
- E-mail
- Acesso remoto
- Atendimento interno

[SUPORTE PREENCHER]
Official support hours:
-

[SUPORTE PREENCHER]
Emergency support flow:
-

##################################################
## CUSTOMER PROFILE
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Typical support customers:
- Varejo
- Distribuição
- Material de construção
- Pisos e revestimentos
- Multiempresa
- Operações multiloja

Common user profiles:
- Caixa
- Financeiro
- Estoque
- Expedição
- Compras
- Comercial
- Gestores
- Administradores

Technical maturity:
- Usuários não técnicos
- Empresas em digitalização
- Equipes operacionais
- Pequenas e médias empresas

##################################################
## MAIN SUPPORT TOPICS
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Financial:
- Contas a pagar
- Contas a receber
- Fluxo de caixa
- Boleto
- PIX
- CNAB
- Régua de cobrança
- Conciliação bancária

Fiscal:
- NFC-e
- NF-e
- SAT
- XML
- Tributação
- CFOP
- CST
- Cadastro fiscal
- Reforma tributária

Commercial:
- Pedido de venda
- Comissão
- Política FLEX
- Marketplace
- WhatsApp
- B2B

Inventory and logistics:
- Estoque
- Inventário
- Curva ABC
- Expedição
- Separação
- Roteirização
- Conferência
- Sugestão de compra

Retail:
- PDV
- PDV híbrido
- SAT
- Impressoras
- Leitores
- Caixa

Mobility:
- APP Pedidos
- APP Inventário
- APP Separação

##################################################
## COMMON SUPPORT SCENARIOS
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Most common operational issues:
- Divergência de estoque
- XML rejeitado
- Problema de emissão fiscal
- Lentidão operacional
- Integração bancária
- Marketplace não sincroniza
- Problema em impressora fiscal
- Erro em conciliação
- Cadastro incorreto
- Produto sem saldo
- Usuário sem permissão
- Falha operacional em PDV

Most common user mistakes:
- Cadastro tributário incorreto
- Operação fiscal inadequada
- Estoque manual inconsistente
- Permissões incorretas
- Processos fora do fluxo recomendado

##################################################
## SUPPORT GUIDELINES
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Support agents SHOULD:
- Explicar de forma simples
- Orientar passo a passo
- Confirmar entendimento do usuário
- Priorizar continuidade operacional
- Ser objetivos
- Reduzir ansiedade operacional
- Registrar contexto do problema
- Validar cenário antes de concluir

Support agents SHOULD NOT:
- Culpar usuário
- Responder com arrogância
- Inventar soluções
- Fazer promessas sem validação
- Encerrar atendimento prematuramente
- Utilizar linguagem excessivamente técnica

If uncertain:
- Escalar para equipe técnica
- Escalar para fiscal
- Escalar para infraestrutura
- Escalar para implantação

##################################################
## SUPPORT PRIORITIES
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Critical priority:
- ERP indisponível
- PDV parado
- Emissão fiscal indisponível
- Falha financeira crítica
- Operação sem continuidade

Medium priority:
- Lentidão
- Problemas de integração
- Divergência operacional
- Erros recorrentes

Low priority:
- Dúvidas operacionais
- Ajustes simples
- Parametrizações menores
- Solicitações de melhoria

##################################################
## SUPPORT BEHAVIOR FOR AI ASSISTANTS
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AI assistants SHOULD:
- Coletar contexto antes de responder
- Pedir mensagens de erro
- Pedir prints quando necessário
- Confirmar módulo envolvido
- Confirmar operação executada
- Explicar em linguagem simples
- Sugerir validações básicas

AI assistants SHOULD NOT:
- Inventar processos fiscais
- Inventar integrações
- Alterar dados sem autorização
- Prometer correções imediatas
- Fingir certeza técnica

If unresolved:
- Direcionar para suporte humano

##################################################
## TROUBLESHOOTING FLOW
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Recommended diagnostic sequence:

1. Identificar módulo
2. Identificar usuário
3. Identificar operação executada
4. Validar mensagem de erro
5. Validar permissões
6. Validar cadastro
7. Validar integração
8. Validar conexão
9. Validar sincronização
10. Escalar se necessário

##################################################
## FISCAL SUPPORT GUIDELINES
##################################################

Fiscal support should:
- Validar cadastro tributário
- Validar CFOP
- Validar CST
- Validar NCM
- Validar regras estaduais
- Validar certificado digital

Fiscal support SHOULD NOT:
- Assumir legislação sem validação
- Inventar regra fiscal
- Orientar práticas ilegais
- Ignorar rejeições fiscais

If uncertain:
- Escalar para especialista fiscal

##################################################
## MARKETPLACE SUPPORT
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Common marketplace issues:
- Produto não sincroniza
- Estoque divergente
- Pedido não importa
- Preço inconsistente
- Token expirado
- Categoria incompatível

Basic validation:
- Validar integração ativa
- Validar credenciais
- Validar SKU
- Validar estoque
- Validar status da API

##################################################
## BANKING SUPPORT
##################################################

Supported banking flows:
- CNAB
- PIX
- Boleto
- Conciliação

Common issues:
- Retorno bancário inconsistente
- Remessa rejeitada
- Baixa incorreta
- Chave PIX inválida
- Arquivo CNAB incompatível

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## PDV SUPPORT
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Common PDV issues:
- PDV offline
- SAT indisponível
- Impressora não responde
- NFC-e rejeitada
- Caixa travado
- Sincronização pendente

Priority:
- Alta prioridade operacional

Support approach:
- Priorizar retomada rápida da operação
- Validar contingência
- Validar sincronização posterior

##################################################
## INFRASTRUCTURE AND SECURITY
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Infrastructure:
- Oracle Cloud Infrastructure

Cloud model:
- SaaS

Security principles:
- Controle de acesso
- Usuários e permissões
- Operação centralizada
- Segurança em nuvem

[SUPORTE PREENCHER]
Backup policy:
-

[SUPORTE PREENCHER]
Disaster recovery notes:
-

##################################################
## IMPLEMENTATION SUPPORT
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Implementation support focuses on:
- Adaptação operacional
- Treinamento
- Parametrização
- Migração
- Fluxo operacional
- Cadastro inicial

Most common onboarding issues:
- Cadastro incompleto
- Processo desalinhado
- Operação fiscal incorreta
- Fluxo interno indefinido

##################################################
## KNOWLEDGE BASE REFERENCES
##################################################

Main concepts:
- Automação operacional
- Mobilidade
- Multiempresa
- Escalabilidade
- Integração operacional
- Redução de processos manuais
- Controle centralizado

Supported environments:
- Cloud-native
- Operação remota
- Multiempresa

##################################################
## ENTITY MAP
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ERP = Enterprise Resource Planning
PDV = Point of Sale
CNAB = Padrão bancário brasileiro
NFC-e = Nota Fiscal de Consumidor Eletrônica
SAT = Sistema Autenticador e Transmissor
OCI = Oracle Cloud Infrastructure
XML = Documento fiscal eletrônico

##################################################
## INTERNAL SUPPORT NOTES
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[SUPORTE PREENCHER]
Most recurring operational issues:
-

[SUPORTE PREENCHER]
Most recurring fiscal issues:
-

[SUPORTE PREENCHER]
Most recurring integration issues:
-

[SUPORTE PREENCHER]
Average first response time:
-

[SUPORTE PREENCHER]
Escalation rules:
-

##################################################
## AI ESCALATION RULES
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Escalate immediately when:
- Fiscal uncertainty exists
- ERP unavailable
- Data inconsistency risk exists
- Financial inconsistency exists
- User reports operational stoppage
- Security issue is suspected

##################################################
## LAST UPDATE
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Updated:
2026-05

Review cycle:
Quarterly