> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trio.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Support channels, availability, the user manual and what to include when reporting an issue.

Trio supports you during integration, day-to-day operation and incidents. Contact the team through:

* the support portal: [suporte.trio.com.br](https://suporte.trio.com.br);
* email: [suporte@trio.com.br](mailto:suporte@trio.com.br).

## Availability

| Team | Availability | Covers |
| - | - | - |
| Operational support | 24 hours a day, 7 days a week | Operational incidents, transaction verification, financial reconciliation assistance, emergency support and instability reports |
| Integration support | Monday to Friday, 09:00 to 18:00 (Brazil, UTC-3) | API integration guidance, webhook implementation questions, sandbox assistance, technical troubleshooting and integration best practices |

## User manual

The [Trio App user manual](https://suporte.trio.com.br/manual-de-uso-trio) (in Portuguese) covers operational guidance and platform usage:

* internet banking usage;
* operational procedures;
* account management;
* financial operations guidance.

## Reporting an issue

When you report a bug or unexpected behavior, include as much context as you can:

* the environment (`sandbox` or `production`) and the API version you call (`/v2/...` paths);
* the `X-Request-Id` of the failed request (see [Request identification](https://docs.trio.com.br/v2/developers/request-identification.md));
* request payloads and the error messages you received;
* transaction identifiers, for instance the `id` of the in or out document, and the `external_id`;
* webhook payloads;
* approximate timestamps.

Detailed reports let the team investigate and resolve issues faster.

## What happens next

1. The support team registers your case.
2. The appropriate internal team reviews the request.
3. You receive a follow-up as soon as possible.

The 24/7 support team maintains an average response and resolution time of less than 5 minutes from the moment the request is submitted.

## Next steps

* [Request identification](https://docs.trio.com.br/v2/developers/request-identification.md): find the `X-Request-Id` of a request.
* [Error handling](https://docs.trio.com.br/v2/developers/error-table.md): the status codes and error codes the API returns.
* [Frequently asked questions](https://docs.trio.com.br/v2/faq/frequently-asked-questions.md).


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