Support channels

Cepaos offers several ways to reach the support team. Pick the one that best fits your need.

In-app chat

The fastest way to get help is through the support chat built into the platform. You'll find it by clicking the chat icon in the bottom-right corner of any screen.

Chat advantages:

Real-time responses during office hours.
The team can see your context (which screen you're on, which plan you have) to give a more precise answer.
Conversation history saved for future reference.

Email

Write to us from the contact page — you'll find the support email there. We reply within 24 business hours.

When to use email:

Queries that require attachments (screenshots, spreadsheets).
Special configuration requests (data import, custom charts of accounts).
Detailed bug reports.

Tip: include your winery name and a clear description of the problem or question. If it's an error, attach a screenshot — it helps us resolve it faster.

WhatsApp (Boutique and Industria plans)

Customers on Boutique and Industria plans have access to WhatsApp support with priority attention. The number is available in Settings > Support.

Office hours

Channel	Hours
In-app chat	Monday to Friday, 9:00 to 18:00 (Argentina time, UTC-3)
Email	Reply within 24 business hours
WhatsApp (Boutique/Industria)	Monday to Friday, 9:00 to 18:00 (Argentina time)

Outside office hours: leave your query via chat or email and we'll answer on the next business day.

Urgent issues during harvest: during harvest months we extend our office hours. Check the exact dates in the platform banner.

What to include in your request

To help us assist you faster, include:

Winery name (as it appears in Cepaos).
Problem description: what you tried to do, what happened and what you expected.
Screenshot: if it's a visual error or an error message.
Browser and device: Chrome/Safari/Firefox, PC/Mac/phone.
When it happened: approximate date and time.

Types of requests

Operational questions

Questions about how to use a feature: how to register a harvest, how to make a blend, how to export a report. These are usually resolved in the same chat conversation.

Configuration requests

Changes requiring the team's intervention: importing data from another system, setting up integrations (scale, IoT sensors), adjusting the chart of accounts. Resolution time: 1 to 3 business days.

Bug reports

If you find unexpected behavior on the platform, report it through any channel. Include as much detail as possible. The development team assesses severity and includes it in the fix cycle.

Feature requests

If you need a feature Cepaos doesn't have yet, tell us. We evaluate every request and prioritize the most-demanded ones on the roadmap.

Help center

Before contacting support, check this Help Center. Many frequently asked questions are already answered in the available articles.

Topics covered:

Getting started and onboarding.
Registering harvests and cellar operations.
Traceability for your market.
Block and vineyard configuration.
Chart of accounts.
Wine club.
Data export.
Roles and permissions.

Training

If your team needs custom training, we can arrange a video-call session:

Duration: 1 hour.
Format: Google Meet or Zoom.
Cost: included free for Boutique and Industria plans. For other plans, ask about availability.

To schedule, write to us from the contact page with the subject "Training", indicating the topic you're interested in and the number of participants.

Feedback

Your opinion matters. If you have suggestions to improve Cepaos or this Help Center, use the feedback form in Settings > Feedback or write to us from the contact page.