SLA - Service Level Agreement

SLA (Service Level Agreement) is a formal commitment that defines deadlines and quality standards between service providers and their clients. It sets clear goals regarding availability, response times, incident resolution, and metrics that ensure the expected performance.

In addition to organizing the relationship between the parties, the SLA provides predictability for the client, who comes to know exactly how long it will take to receive responses and solutions. In the corporate environment, this translates into fewer risks, greater operational security, and improved end-user satisfaction.

Purpose of SLA

The SLA serves as a kind of operational contract. It defines deadlines for each stage of support, from the first contact to the final resolution of issues. These deadlines vary according to the impact the incident has on the client's operations.

The SLA is usually divided into:

• First Response: maximum time for the team to acknowledge and respond to the initial request.
• Temporary Solution: time to implement temporary measures that reduce the impact of the issue until a full fix is completed.
• Definitive Solution: agreed time to fully resolve the issue and restore the service to normal.

Criticality and Response Times

The deadlines defined in the SLA vary according to the severity of the incident and the number of users affected. Our SLA is structured as follows:

• Very High: service completely unavailable for multiple users.
• High: service experiencing severe failures but still partially functional, affecting multiple users.
• Medium: service unavailable for only one user.
• Low: minor failures or service degradation affecting only one user.

Criticality Resolution Time (hours)

Detailed SLA by Solution Type

To clarify our commitment, we also present deadlines for temporary and definitive solutions, according to the level of criticality:

Criticality	Temporary Solution	Definitive Solution
Critical	Up to 4 hours	Up to 16 hours
High	Up to 8 hours	Up to 24 hours
Medium	Up to 16 hours	Up to 40 hours
Low	Up to 24 hours	Up to 80 hours

Service Hours and Support Channels

Our support is available during the following hours and channels:

Business Hours Weekdays - 09:00 to 12:00 / 13:30 to 18:00 Support Reports Available on demand Ticket Monitoring Active Direct Phone and Client Portal Available Support Portal Tickets opened through the portal are automatically routed to our Help Desk team. Remote Support Available

Flexibility in the SLA

We understand that every business has specific needs. Therefore, our response times and service availability — including 24x7 coverage — can be adjusted according to the environment's criticality and client demand.

If you require differentiated deadlines or greater coverage, contact us so we can work together to find the best solution for your company.

Why Have an SLA?

An SLA is not just a contract — it's a strategic tool that generates security and trust. Some of the main benefits include:

• Planning: enables resource and team organization to meet demands within defined deadlines.
• Transparency: establishes clear metrics so that both client and provider can monitor service performance.
• Risk Management: helps reduce the impact of unexpected failures on the client's business.
• Continuous Improvement: creates a constant cycle of analysis and evolution of provided services.

Essential Elements of an SLA

• Definition of criticality levels and response times.
• Detailed description of included services and their limitations.
• Performance and quality measurement criteria.
• Obligations of both provider and client.
• Provisions for penalties or compensation in case of non-compliance.
• Processes for reviewing, adjusting, or renewing the agreement.
• Procedures for conflict resolution.
• Agreement validity period and termination conditions.

Investing in a clear and well-structured SLA is a key step for companies that want to maintain service quality and client trust. We are committed to providing fast, transparent, and efficient support, always aiming to exceed expectations.