Service Level Agreement

• Responding promptly to the technician: The user agrees to respond promptly to the technician providing the service within less than (5) minutes.
• Providing the required information: The user agrees to provide the technician with the information requested or required to solve the case within less than (10) minutes.
• Availability: The user agrees to be available to run the tests requested by the technician to solve the case within less than (5) minutes.

If the established times are not met, the technician will notify the user through the support chat and will attempt to reach the contact number. If, after the notification, the times are missed again or no response is received, the technician will close the case.

If longer times are required to run tests or provide the required information, the case will be closed and treated as an incident.

Depending on the type of request or query and the channel used, we have minimum response times. These apply Monday to Friday from 7:00 a.m. to 5:00 p.m., and technical availability is Sunday to Sunday from 7:00 a.m. to 9:30 p.m.

Chat SLA: Initial contact time with the technician is 5 seconds; resolution time depends on the complexity of the case and is handled under the SLAs mentioned below. Note: chat times may vary depending on the user's availability to be attended or to answer the technician's follow-ups on the case.

Support or incident request SLAs: - High: Assigned when 50% or more of the staff or users are affected; maximum response time of 4 hours. - Medium: Assigned when 20% or more of the staff or users are affected; maximum response time of 3 days. - Low: Assigned when the issue is not affecting the work of staff or users; maximum response time of 5 days.

Requirement request SLAs: - High: Maximum response time of 8 hours. - Medium: Maximum response time of 3 business days. - Low: Maximum response time of 5 business days.

The SLA for staff onboarding or physical (hardware) inspection cases is 5 business days.