Blip Enterprise Plan Service Level Agreement (Sla) And Technical Support

Latest update: June 10, 2022

1. PURPOSE

This document has been drafted with the purpose of defining the service level agreement (SLA) for CLIENT as contained in the above-mentioned 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. Problem: Root cause of one or more incidents.

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

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

2.6. 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.

2.7. Product: Take’s solution acquired by CLIENT.

2.8. User: Person who uses TAKE’s solution contracted by CLIENT.

3. RESPONSIBILITIES

TAKE undertakes to:

➔ Manage the setting items, the product, and the accesses to CLIENT’s product to guarantee functionality and good performance of all components involved in the activities under its control.

➔ Have its own failure supervision (24×7) and monitoring of equipment and solutions involved with CLIENT’s product.

➔ Provide contact points by phone or website to receive tickets upon occurrence of failure. These contact points will be available for the time informed in the item above. The requests shall be immediately serviced, and, for such:

Paragraph 1. There must always be a phone or website to record the maintenance request between contact points.

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

Paragraph 3. 1st, 2nd, and 3rd levels support service 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; 

3rd level – service through a management team; 

➔ Inform, through email, to the contacts to be listed by CLIENT, at least forty-eight (48) hours in advance, all scheduled maintenance activities that will cause interruptions in the service.

➔ Promptly inform, to the contacts to be listed by CLIENT, any emergency maintenance that will cause interruption in the services, providing the corresponding details. 

CLIENT undertakes to:

➔ Manage the data center, platforms, systems, and interfaces with TAKE, in order to guarantee functionality and good performance of all settings items involved in the provision of services under its control.

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

➔ Maintain one single contact point with TAKE to open and resolve incidents. Every requirement related to incidents 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 Enterprise clients, BLiP users, and members of a paid Bot team shall have access to this tool, as detailed in the manual

➔ Communicate to TAKE possible issues detected in the service provision.

➔ Keep and inform to TAKE one single contact point to open and resolve failures. 

➔ Allow access to the platforms through VPN or the Internet.

4. SERVICE LEVELS FOR PRODUCTS

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

4.1. Failure Recovery Times – FR:

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 items 4.1.1 and 4.1.2.

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.

4.1.2. Impact criteria for failures in DESK tool:

High Impact: The tool is fully unavailable for all clerks, and CLIENT has no alternative for responding the tickets; Or no tickets can be opened through the tool; Or no tickets can be directed to the service queues.

Medium Impact: The tool’s performance is significantly impaired or is causing instability or partial unavailability for all CLIENT’s clerks; Or access to tickets by clerks is slow, significantly affecting CLIENT’s average time of service; Or one or more tickets cannot be opened through the tool; Or one or more tickets cannot be directed to the service queues.

Low Impact: The platform causes low performance loss for CLIENT’s clerks; Or access to tickets by clerks is slow, with low impact on CLIENT’s time of service;

Very Low Impact: Any incident that does not classify into any of the categories above. 

Incident recovery, even through a palliative solution, shall occur within the term defined in the table below. Recovery time shall be counted as of ticket acceptance, through the tool, until resolution of the failure. 

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 vs. SLA Matrix

Priority SLA
Maximum First Response Time Maximum Recovery Time
Critical 1 hour 4 hours
High 2 hours 7 hours
Medium 4 hours 36 hours
Low 6 hours 96 hours

Table of Maximum Times for Failure Recovery

4.2. Availability

Availability of services managed by TAKE shall have a guarantee of at least 99.5%.

Availability will be calculated based on the following data:

Monthly assessed availability (DI) = (((n x 24) – H)/(n x 24)) x 100

Where: 

n = Number of days of the month 

H = T + (0.2 x P), where:

T = Total hours of unavailability of the service in the respective month, according to “Critical” priority classification established in item 4.1 – in the Urgency vs. Impact Matrix.

P = Total hours during which  part of the service was affected in the respective month, according to “High” priority classification established in item 4.1 – in the Urgency vs. Impact Matrix.

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

The following events shall not be considered to calculate the service 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 shutdown for maintenance, previously communicated to CLIENT, as established in this SLA;

● Service unavailability due to failures in CLIENT’s infrastructure, connectivity providers (ISP), and/or communication/messaging solutions used by the product and not under TAKE’s control.

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

5. ESCALATION POLICY

The first level of recurrence (1) will be activated upon expiry of the resolution times provided for in item 4.1 according to the failure severity. The subsequent levels may be activated at each fraction of 50% of the maximum resolution time.

Contacts for handling tickets
Contact Telephone Contact Name Email Optional telephone numbers
24×7 +55 (31) 3349-6292 Technical Support Team Opening tickets:
https://support.blip.ai/hc/pt-br
or +55 (31) 98802-3042
Recurrence 1 +55 (31) 99152-2991 Lira Carvalho
Team Lead – Technical Support
[email protected] +55 (31) 98553-0079
Recurrence 2 +55 (31) 99783-5768 Helane Santos
Manager Technichal Support
[email protected] +55 (31) 99447-0222
Recurrence 3 +55 (11) 95936-0122 Rafael Ogando
Head of Operations
[email protected] +55 (31) 99477-9440

6. PENALTIES

Upon noncompliance with the Service Levels for Products agreed upon herein due to failures under its responsibility, TAKE shall pay a penalty regarding the month on which the standards have not been met.

Penalties will be calculated by using the formula described in this item

and will be limited to five percent (5%) of the total amount of the service paid in the month. TAKE shall pay this amount through a discount in the invoice of the month following the month of occurrence.

Penalty amount = R x {[(mDI – DI)] + (0.5% x nF)} 

Where: 

R = Total amount paid to TAKE for the service in the month prior to noncompliance with the SLA;

mDI = Goal established for availability

DI = Availability index assessed in the month

nF = Number of critical and high failures treated after expiry

It is hereby established that the penalty provided for herein has an exclusive compensatory nature, and CLIENT shall have no other argument to complain, reason why TAKE will be exempted from any additional responsibility in the events of noncompliance with the quality standards established herein, as well as, notwithstanding the provisions of the Agreement to which this instrument is a part, noncompliance with the Service Levels set forth herein will not be cause for termination of agreement due to contractual default by TAKE

7. TECHNICAL SUPPORT

Technical support clarifies doubts regarding use of BLiP Portal after execution of the BLiP Enterprise Plan agreement, which constitutes a registered service requirement 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. We also have service by phone, through number (31) 3349 6247, available during business hours.

The service requirement must be directed with as much details as possible. This item is not classified in the SLA policies for Failure Recovery listed in the previous items and will be treated through email and direct phone contact with the involved technical team.

The technical support policy obeys the times informed in the chart below.

Maximum First Response Time 12 working hours
Estimated Maximum Time for Answering a Question 24 working hours