Type of Case
Package of hours
Cost per hour (USD)
Total package cost (USD)
Total package cost (USD)
Unitary
55
n/a
n/a
8
50
400
400
16
48
768
768
32
46
1,472
1,472
64
44
2,816
2,816
This SLA aims to ensure adequate and efficient support for the maintenance of existing integrations and the training of the customer's team.
Quantity: is established in the “Business Proposal - SOW”.
Use: Training the customer team and solving technical problems with the integrations already implemented. If the problems addressed are bugs resulting from the implementation, it will not consume hours of support.
Restrictions: Hours cannot be used to develop new integrations or to modify the scope of existing integrations.
Accumulation: Support hours are not cumulative; they are renewed at the beginning of each month.
Acquisition: They can be purchased at any time.
Utilization: They begin to be used as soon as the Customer no longer has monthly hours contracted as part of their Weavee subscription.
Cost: Depending on the package being purchased.
Accumulation: The additional hours are cumulative and are billed per month due.
Billing will be made from Uruguay.
Invoices are due 30 days from when they were issued.
Payments are made by bank transfer
The price does not include international taxes or withholding
The hourly value may be adjusted up to 10% per year starting from the first year of the contract.
Management: Through the ticket system within the “Customer” Weavee User.
Hours of Operation: Monday to Friday, business hours in Uruguay (GMT-3).
First Response Time: Within 4 business hours after the ticket is created.
Resolution Time: Target resolution within the first 48 business hours; subject to the complexity of the ticket.
Emergency Contact: Available for critical incidents outside of business hours.
The resolution times set out in this table are subject to the complexity of the problem being addressed.
Maintenance: Includes minor updates and parameterizations such as time adjustments in existing Workflows.
Development/Expansion: Requires evaluation and possibly quotation for significant changes or new features.
Support hours will not be discounted if the issue is identified as a bug attributable to Weavee.
A report of the use of support hours will be provided each month.
The hours consumed are partitioned every 30 minutes.
Annual review of the service level agreement to adjust terms according to the evolving needs of the Customer and the Provider.
The SLA depends on the TIER of the contracted subscription, please review the restrictions established for each TIER, See SLA on page of Plans