Intelbras Support and Security Update Policy

Intelbras is committed to provide effective and safe technical support to all our customers, strengthening relationships through their journey with our products. This policy ranges from complaints support about Intelbras products, processes or policies, to security updates implementation and crystal clear open communication with our customers.

Communication and Support:Our goal is to ensure that customers receive appropriate assistance in resolving technical issues by following instructions provided by our support team cooperating in diagnosing and resolving issues. This includes providing detailed information such as screenshots, error messages, and specific steps to reproduce the issue. We maintain a macro view of the support process, carrying out continuous analysis and monitoring to constantly improve our service. We will inform customers when a reported issue has been resolved.

Security Updates:We commit to make security updates available for at least two years after the launch of the product or while the equipment is being actively distributed to the consumer market, adopting whichever option is longer.

Updates and Correction History:The product's corrective and evolutionary updates as well as the firmware correction history will be available on the product page on our website, ensuring transparency and easy access to information.

Customer Service Channels:support and complaints can be sent through various service channels, including email, WhatsApp, chat, and telephone service through SAC and technical support. This ensures that our customers choose the support channel they want.

Technical support: (48) 2106 0006

SAC: 0800 704 2767

Message: https://www.intelbras.com/pt-br/contato/mensagem/

Chat: https://chat.apps.intelbras.com.br/

Product Lifecycle Phase:The level of support will be provided according to the product lifecycle phase:

• For products that are still in production, support will be provided as needed to ensure continued product operation and meet the needs of our customers.
• For discontinued products, technical support is limited to basic services, such as configuration and installation, for the three-year period after discontinuation. This includes access to existing repairs, however, no new repairs or enhancements will be developed for these products.

Coordinated Vulnerability Disclosure Section 

Acknowleging the importance of the security of our products, we have established a clear process for Coordinated Vulnerability Disclosure, facilitating secure communication between Intelbras and all interested parties. We have an exclusive channel for vulnerability notifications, which can be done through a dedicated form available on our support page (https://www.intelbras.com/pt-br/CSIRT-Intelbras), designed to collect essential information safely and efficiently.

In a commitment to full transparency, we will make available on our website the related and found vulnerabilities, including information on the mitigation measures and corrections applied. This allows our customers to always be informed in order they can take the necessary measures to ensure the safety of their products.