A partnership that respects your brand
In the white label model, ERA's technology supports the solution you offer. The project takes into account your operation and your customer's experience.
INTEGRATIONS AND CUSTOMIZATIONS
Your systems.
A more
connected operation.
We integrate platforms and build customizations to bring technology closer to what your company needs to do.
- Deliver new reports
- New dashboards
- Integrations that used to be unfeasible
Defined scope. Estimated hours. Approval before we start.
SOLUTION ARCHITECTURE● CONNECTIONS
END CUSTOMERYour Customer
CARRIERYou
CRMs
ERPs
BI
TECHNOLOGY THAT CONNECTS↗
From business need
to integration in operation.
A clear process to decide, develop and validate.
You follow the project and know what is being delivered.
WHY ERA?
SINCE2014
Technology behind
your brand.
Experience to support you.
Commitment to your customer.
Since 2014, we have worked as a white label provider for technology and communication companies, carriers and internet service providers.
Working behind other brands means understanding that every delivery also represents whoever is on the front line with the customer. That is the responsibility we bring to every project.
Clarity to make decisions
Scope, estimated hours and timeline are presented before development. You approve the work and follow every step through to sign-off.
Support after delivery
5×8 support, defined service priorities and 12 months of corrective coverage, according to the contracted scope and terms.
01 / CAPABILITIES
Connections that make sense
for your operation.
We start from the systems you use and the workflows that need to work better. Feasibility is assessed before the proposal.
01
API integrations
Connecting platforms, exchanging data and automating workflows, taking into account each API's documentation, authentication and limits.
02
Telephony
Integrations between telephony features and business systems to connect events, records and customer service routines.
03
Omnichannel
Connecting customer service platforms with CRM and other systems, keeping information flowing across the channels covered by the project.
04
Customizations
Developing features and adjusting workflows to meet specific requirements, within the capabilities of the platforms involved.
The availability of APIs, access, licenses and third-party resources is part of the technical analysis of each request.
02 / METHOD
You know where it starts.
And you follow every step.
From first contact to sign-off, decisions and deliverables are aligned with your team.
Request
You present the need, the systems involved and the expected result.
Scoping meeting
We align requirements, dependencies, access and criteria to validate the delivery.
Hours and timeline estimate
We present the expected effort, the schedule, the assumptions and the limits of the work.
Formal approval
Development starts once the proposal and the agreed terms are approved.
Development and internal testing
We implement the scope and test the planned workflows before making it available to your team.
Customer acceptance testing
Your team validates the solution based on the agreed criteria. We handle compliance adjustments within the scope.
Assisted follow-up
We follow the initial use and support your team during the period defined in the proposal.
Formal sign-off
We record the validation of the delivery and close the project under the contracted terms.
↳
Has the need changed? We assess the impact on hours and timeline. Scope changes go through approval before execution.
03 / CLEAR TERMS
Predictability
to hire.
Support to operate.
The terms of each project are recorded in the proposal and in the contract.
Technical hour as per proposal
Rate, estimated hours, billing method and timeline defined for each request.
Business-hours support
5×8 support: five days a week, eight hours a day, on the days, hours and channels set out in the contract.
Fixes for 12 months
Free fixes and corrective updates for 12 months, according to the delivered scope and the contractual terms, including the coverage start date.
Enhancements under a new proposal
New features, expansions and evolutionary changes are assessed and contracted separately.
SUPPORT WITH DEFINED PRIORITIES
Technical response.
Clear timelines.
The impact on the operation drives the priority. Each ticket receives a technical assessment and the next steps for handling it.
| Priority | When it applies | First response |
|---|---|---|
| P1 Down | Total unavailability of the delivered solution in production, with no operating alternative. | Up to 2 business hours |
| P2 Critical | Failure of an essential function or severe degradation, with the operation still partially available. | Up to 4 business hours |
| P3 Moderate | Partial failure with a workaround, without interrupting an essential activity. | Up to 8 business hours |
| P4 Low | Usage questions, visual glitches and minor adjustments with no relevant impact on the operation. | Up to 16 business hours |
How the time is counted
From the moment the ticket is logged through one of the official channels, only within the 5×8 support window defined in the contract. Outside that window, the count starts or resumes in the next service period.
What you receive
A first human response from the technical team, with an initial assessment and guidance on the next steps. Automatic confirmations do not count as a technical response.
From analysis to resolution
The SLA refers to the first response. The resolution time is provided after the diagnosis, considering complexity, access and third-party dependencies. The team communicates progress and any blockers until completion.
Scope and continuity
Priority is validated based on the reported impact. SLAs apply to the solutions covered by the contracted support. New features go through their own assessment and proposal.
Talk directly to ERA
When opening a ticket, provide the affected solution, the impact on the operation, the time of the incident and any available evidence.
LET'S UNDERSTAND YOUR NEEDS
What can ERA do for you and your customer?
Bring the systems involved, the current workflow and what you expect to solve. The conversation starts with a technical assessment.
Send your request to [email protected].