Case Type
Hourly Rate (USD)
Cost per hour (USD)
Total Package Cost (USD)
Costo total del paquete (USD)
Unit Price
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 client's team.
Quantity: Established in the “Commercial Proposal - SOW”.
Usage: Training of the client's team and troubleshooting technical issues with already implemented integrations. If the issues addressed are bugs from the implementation, it will not consume support hours.
Restrictions: Hours cannot be used for the development of new integrations or for modifying the scope of existing integrations.
Accumulation: Support hours do not accumulate; they renew at the beginning of each month.
Acquisition: Can be purchased at any time.
Utilization: They begin to be used when the Client no longer has any monthly contracted hours within their Weavee subscription.
Cost: Depending on the package purchased.
Accumulation: Additional hours are cumulative and billed at the end of the month.
Billing will be conducted from Uruguay.
Invoices have a payment term of 30 days from the date of issuance.
Payments are made via bank transfer.
Prices do not include taxes or international withholdings.
Hourly rates may be adjusted by up to 10% annually starting from the first year of the contract.
Management: Through the ticket system within the Client’s Weavee User account.
Support Hours: Monday to Friday, business hours in Uruguay (GMT-3).
First Response Time: Within 4 business hours of ticket creation.
Resolution Time: Resolution target 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 established in this table are subject to the complexity of the issue being addressed.
Maintenance: Includes updates and minor adjustments such as time adjustments in existing Workflows.
Development/Expansion: Requires evaluation and possibly a quote for significant changes or new functionalities.
Support hours will not be deducted if the issue is identified as a fault attributable to Weavee.
A report of the usage of support hours will be provided each month.
Consumed hours are billed in increments of 30 minutes.
Annual review of the service level agreement to adjust terms according to the evolving needs of the Client and the Provider.
The SLA depends on the subscribed TIER; please review the established restrictions for each TIER. See SLA on the Plans page