Service Level Agreement (SLA)
Support for maintaining your integrations and training your team.
This Service Level Agreement (SLA) aims to ensure adequate and efficient support for maintaining existing integrations and training the client's team.
Included support hours
- Quantity: established in the "Commercial Proposal - SOW".
- Use: training the client's team and solving technical problems with already-implemented integrations. If the issues addressed are bugs originating from the implementation, they don't consume support hours.
- Restrictions: hours can't be used to develop new integrations or to modify the scope of existing integrations.
- Accrual: support hours don't roll over; they renew at the start of each month.
Additional support hours
- Purchase: can be acquired at any time.
- Usage: they begin to be used once the client has no more monthly hours contracted within their Weavee subscription.
- Cost: depends on the package purchased.
- Accrual: additional hours do roll over and are billed in arrears.
| Hour package | Cost per hour (USD) | Total package cost (USD) |
|---|---|---|
| Single | 55 | n/a |
| 8 | 50 | 400 |
| 16 | 48 | 768 |
| 32 | 46 | 1,472 |
| 64 | 44 | 2,816 |
- Billing is issued from Uruguay.
- Invoices are due 30 days from issuance.
- Payments are made by bank transfer.
- The price does not include taxes or international withholdings.
- The hourly rate may be adjusted by up to 10% annually starting from the first year of the contract.
Ticket and response system
- Management: through the ticket system within the client's Weavee user account.
- Support hours: Monday to Friday, Uruguay business hours (GMT-3).
- First response time: within 4 business hours of ticket creation.
- Resolution time: resolution target within the first 48 business hours; subject to ticket complexity.
- Emergency contact: available for critical incidents outside business hours.
Escalation matrix and support types
| Case type | First response | Target resolution | Detail |
|---|---|---|---|
| Critical | Within 2 business hours | Within 6 business hours | Issues affecting essential operations |
| High | Within 6 business hours | Within 10 business hours | Significant issues affecting partial functions |
| Medium | Within 24 business hours | Within 3 business days | Moderate issues with limited impact |
| Low | Within 48 business hours | Within 5 business days | Minor inconveniences or general questions |
The resolution times set in this table are subject to the complexity of the problem being addressed.
Request categorization
- Maintenance: includes minor updates and parameter changes, such as adjusting timings in existing workflows.
- Development / expansion: requires evaluation and possibly a quote for significant changes or new functionality.
Hour consumption policy
- Support hours are not deducted if the issue is identified as a fault attributable to Weavee.
- A report on support-hour usage is provided each month.
- Consumed hours are counted in 30-minute increments.
SLA review
Annual review of the service level agreement to adjust terms according to the evolving needs of the client and the provider.
SLA upgrade
The SLA depends on the contracted subscription tier. Review the conditions established for each tier on the Plans page.
