Service Level Agreements (SLA) and technical support under the BLiP Business plan

Latest update: June 10, 2022

This document has been drafted with the purpose of identifying the service levels for CLIENT as contained in the BLiP Platform Licensing Agreement, in addition to providing how TAKE will service CLIENT.

2. DEFINITIONS AND TERMINOLOGIES

2.1. Requirements: a set of specifications required to define the Information Technology Solution to be contracted.

2.2. Incident: any non-expected event that causes disruption, instability, or loss of performance in the service contracted by CLIENT.

2.3. Service Request (SR): a formal request by CLIENT for something to be provided, such as information and questions about services or servers, logs, data, print screen, etc., as long as it does not cause any unavailability in the contracted service.

2.4. Project bug: Code failure or error that causes malfunction in the service. 

2.5. Settings items: equipment and solutions part of the infrastructure for provision of the acquired service, such as platforms, servers, databases, applications, firewall, high-availability solution, and data network.

2.6. Product: TAKE’s solution acquired by CLIENT.

2.7. User: person who uses TAKE’s solution contracted by CLIENT.

3. RESPONSIBILITIES

TAKE undertakes to:

➔ Manage platforms, data centers, provisioning systems, authentication and access to products and its interfaces with CLIENT to guarantee functionality and good performance of all components involved in the activities under its control.

➔ Have failure its own supervision solutions during business hours (8X5).

➔ Provide contact points to receive tickets upon occurrence of failure. These contact points will be available for the time informed in the item above. Requests will be serviced according to the items below:

Paragraph 1. There must always be a tool to record the incidents request between contact points.

Paragraph 2. TAKE, when activated, shall provide a ticket identification number for the recorded issue.

Paragraph 3. 1st and 2nd level service support shall be guaranteed, whereas:

1st level – service through an incident management tool, as of the moment when the ticket is opened for failure check;

2nd level – service through a specialized technical team.

➔ Promptly inform CLIENT about any emergency maintenance that results in interruption in the services.

CLIENT undertakes to:

➔ Perform previous analyses to exclude problems located in its own application, bot, network (routers, firewall, Internet link), before requesting support to TAKE.

➔ Keep one single contact point with TAKE to open and resolve its requests, which may be classified as: incidents, doubts, or tasks. Every requirement shall be made through ticket registration at the following service channels: https://support.blip.ai/hc/pt-br, WhatsApp: +55 (31) 3349-6201 or [email protected]  made available by TAKE. Only Business clients, BLiP users, and members of a paid Bot team shall have access to this tool, as detailed in the manual.

4. SERVICE LEVELS FOR THE PLATFORM

TAKE undertakes to keep the following service levels for its platform:

4.1. Failure Recovery Times – FR:

Incidents causing impacts specifically on CLIENT shall be treated only during business days, on an 8X5 basis, according to the calendar of the city of Belo Horizonte, State of Minas Gerais.

Failures resulting from TAKE’s fault shall be recovered within the terms specified below, according to severity of the incident, which may be classified in 5 priority groups, in accordance with the urgency vs. impact matrix below, whereas:

Urgency: perception of the necessary speed to resolve the failure considering the impact on business.

Impact: extension of the damage caused by the incident on CLIENT’s business.

CLIENT will define urgency upon ticket creation, while TAKE will define impact in accordance with the criteria defined in item 4.1.1.

After evaluation conducted by TAKE’s Service Desk team responsible for responding the tickets, priority may be reclassified, according to the defined urgency and actual impact. In the event of reclassification, the Service Desk team shall provide a justification for it through an occurrence.

Priority Matrix Urgency
High Medium Low
Impact High Critical High Medium
Medium High Medium Low
Low Medium Low Agreed
Very Low Low Agreed Agreed

Urgency vs. Impact Matrix

4.1.1.   Impact criteria for failures in BLiP platform:

High Impact: the platform is unavailable for all users and there is no alternative for CLIENT’s users to enjoy the service.

Medium Impact: the platform’s performance is significantly impaired or is causing partial unavailability for all CLIENT’s users.

Low Impact: the platform causes low performance loss for CLIENT’s users.

Very Low Impact: any incident that does not classify into any of the categories above. Service unavailable for one single client.

Recovery time will be counted as of acceptance of the ticket through the tool until resolution of the failure, during business hours.

TAKE has a proactive internal monitoring system dedicated to the platform, and treatment by TAKE of most problems reported by CLIENT may already be in progress. The table below shows the maximum expected times for treatment of each ticket.

Priority SLA
Maximum Time for First Response Maximum Recovery Time
Critical 1 working hour 6 working hours
High 2 working hours 12 working hours
Medium 3 working hours 24 working hours
Low 4 working hours

Priority vs. SLA Matrix

4.2. Availability

Availability of services managed by TAKE shall have a guarantee of at least 95%.

The unavailability period will be counted considering that it began upon acceptance of the incident by TAKE and ended upon reestablishment of the service, according to registration in TAKE’s abnormality tickets.

The following events shall not be considered to calculate the services availability and will not subject TAKE to application of any penalty:

● Service unavailability arising from acts of God or force majeure, pursuant to sole paragraph of article 393 of the Brazilian Civil Code;

● Service unavailability due to scheduled and emergency shutdowns for maintenance;

CLIENT’s malpractice, recklessness, negligence, or willful misconduct.

5. TECHNICAL SUPPORT

Technical support clarifies doubts regarding use of BLiP Portal after execution of the BLiP Business Plan agreement, which constitutes a service requirement registered by client.

All service requirements must be directed to the service channels: https://support.blip.ai/hc/pt-br, WhatsApp: +55 (31) 3349-6201 or [email protected]  made available by TAKE. This item is not classified in the SLA policies for Failure Recovery listed in the previous items.

The time estimated for response to service requirements is one business day, with no guarantee of a specific hour.