Service Level Agreement (SLA)

1. Incident Response SLA

This section presents a classification of incidents by severity and standard, from the most critical to the least critical. Major Incident Management Severity Levels have associated maximum response times proposed for third parties.

2. Incident Classification at Netsocs

Major Incidents (Major Incident Management - MIM)

MIM SEV 1: Maximum severity incidents that affect critical software functionalities or cause significant disruptions to the client's business operations. Require immediate response within 1 to 2 hours during Netsocs business hours.
MIM SEV 2 Std and MIM SEV 2 High: High severity incidents that affect system stability or data integrity, with two levels of severity (standard and high). Require response within 2 to 4 hours, depending on their classification.
MIM SEV 3 Std and MIM SEV 3 High: Moderate severity incidents that may cause operational inconveniences without stopping the client's critical operations. Require response within 4 to 8 hours.

Standard Incidents (Standard Incident)

Classification of standard incidents that do not directly affect the client's critical operations:

P1: Requires response in less than 24 hours.
P2: Requires response within 48 hours.
P3: Requires response within 72 hours.
P4: Requires attention within one week.

3. Incident Management Protocol

Netsocs Business Hours: All response times are counted only during Netsocs official business hours (Monday to Friday, 8:00 AM to 4:30 PM, Eastern Time).
Initial Communication: Incidents must be reported to Netsocs by the integrator, who will perform the initial classification.
Verification by Netsocs: Netsocs will verify and may reclassify the incident if it considers it was incorrectly categorized, informing the integrator and the client of the adjustments.

4. Resolution Time and Progress Communication

The response times established in this SLA refer exclusively to the confirmation, initial analysis, and communication of the incident status.

The final resolution time is not fixed and will depend on factors such as technical complexity, resource availability, third-party vendor dependencies, and, in some cases, the need to develop new versions or updates of Netsocs software.

Netsocs will maintain continuous communication with the client or integrator during incident management, reporting progress and next steps, without this implying a commitment to a specific resolution time.

5. Resolution Through Software Updates

In cases where the final resolution of an incident requires a change to the software code (patch or update), it will be managed as a "known defect" and will be incorporated into a future scheduled release.

Netsocs may, to the extent possible, provide temporary solutions (workarounds) to mitigate the impact until the release of the version containing the final fix.

6. Service Types

New On-Premise and SaaS

Establishes a new relationship for contracting a product or service that can be hosted both on the client's premises (On-Premise) and in the cloud. When Netsocs offers SaaS services, it manages the cloud infrastructure ensuring optimal software performance.

Production On-Premise and SaaS with Hybrid Impact

Combines one or more products hosted On-Premise and/or in the cloud, interacting with one or more related internal systems. Failures may be attributable to both the infrastructure provider and the software. When the service is SaaS, Netsocs manages the cloud infrastructure and ensures software operability, while in On-Premise, responsibilities may be shared with the client or a certified integrator, depending on the nature of the problem.

Production On-Premise and SaaS with Impact Only to On-Premise and SaaS

Although there may or may not be a BoW initiative, the scope includes both On-Premise and cloud services. Software-related failures are Netsocs' responsibility. When the service is SaaS, Netsocs also manages the cloud infrastructure and provides support through its certified integrators.

Production On-Premise and SaaS with Impact Only to On-Premise and SaaS with Testing

Includes additional testing efforts in both On-Premise and cloud services to ensure functionality and integration with internal systems. Netsocs is responsible for the software and, in the case of SaaS, also for managing the cloud infrastructure, while testing and integration are the responsibility of the certified integrator.

7. Service Availability

Availability Objectives: At Netsocs, we are committed to maintaining high availability of our services, with clear objective metrics to ensure optimal performance of our software.
Availability Reports: We will provide periodic reports on the availability of our services to ensure transparency and trust with our integrators.
Non-Compliance Procedures: We establish clear procedures to follow in case the agreed service availability is not met, allowing quick corrective action to minimize any inconvenience.
Support Hours: We offer support Monday to Friday from 8:00 AM to 4:30 PM, Eastern Time, committing to being available to respond to and resolve any incidents that may arise during these hours.

8. Maintenance and Interventions

Maintenance and Intervention Process

At Netsocs, we establish a defined protocol to carry out interventions or technical maintenance in production environments. This protocol ensures that all actions are performed in an orderly and efficient manner, minimizing any risk of impact on the client's operation.

Maintenance Schedule

We will publish a schedule or plan of maintenance and interventions that will be available for consultation by all our integrators and clients. This plan will detail times and activities, ensuring transparency in our operations.

Alignment with Maintenance Windows

All technological maintenance and interventions will be carefully scheduled and aligned with agreed maintenance windows to avoid any risk of impact on the integrator's or client's operations.

Communication Protocol

We will establish an effective communication protocol with integrators before and during the execution of any maintenance or intervention. This protocol will include prior notifications with at least 7 days' notice, or 72 hours in urgent situations, to ensure that all involved parties are properly informed and can perform the necessary approvals.

Maintenance Implementation Details

Detailed Plan: We will document and share a minute-by-minute plan of the intervention or maintenance.
Maneuver Detail: Will include all related and impacted services and systems.
Post-Implementation Validations: Validations will be required after implementation to ensure everything works as expected.
Rollback Process: We will have a rollback process prepared in case it is necessary to revert the implementation due to any complication.

9. Documentation and Reporting

Incident Analysis Reports

Netsocs will provide detailed incident analysis reports that occur in production, including root cause identification and measures taken to mitigate the recurrence of such incidents. These reports will help integrators and clients understand the reasons behind the problems and how they are being addressed.

Affected Systems Documentation

We will maintain adequate documentation that clearly correlates systems or applications affected by production incidents. This documentation will be accessible to our integrators and will be crucial for quick and effective problem diagnosis.

Documented Reporting and Communication Process

We will establish and maintain a documented process for reporting, communication, and follow-up of production problems. This process will ensure that all incidents are handled efficiently and that communication between Netsocs, its integrators, and clients is fluid and transparent.

Incident Reporting: The process will include clear and accessible methods for reporting incidents, ensuring that necessary information is captured and processed quickly.
Continuous Communication: We will maintain continuous communication with integrators and clients during the resolution of any incident to keep all parties informed about progress and implemented solutions.
Post-Incident Follow-up: After resolving an incident, we will follow up to ensure that the solution has been effective and to collect feedback that can help improve our process and response in the future.

10. Service Responsibilities and Exclusions

Limitation of Liability in On-Premise Environments

In On-Premise services, responsibilities may be shared with the client or a certified integrator. Netsocs will be responsible only for the proper functioning of its software. Responsibility does not extend to hardware failures, network, operating systems, databases, or any other component of the infrastructure managed by the client or a third party.

General SLA Exclusions

Netsocs' obligations under this SLA will not apply to incidents caused by:

Force majeure factors or any circumstance beyond Netsocs' reasonable control.
Changes, modifications, or implementations in the software not authorized by Netsocs.
Incidents derived from integrations with non-certified third-party systems.
Hardware, network, power, or other elements failures of the client's On-Premise infrastructure.
Lack of cooperation or delays from the client/integrator in providing information or access necessary for diagnosis and resolution.

Work Outside Business Hours

All work requested outside office hours (Monday to Friday, 8:00 AM to 4:30 PM, Eastern Time) will be subject to engineering hours quotation.
The availability of resources to attend to this type of request will depend on Netsocs' internal planning and confirmation.
100% advance payment of scheduled engineering hours is required.
The minimum purchase for off-hours services will be 10 hours.

11. Contact

For questions about this SLA or to report service issues, please contact our support team at support@netsocs.com