Service Level Agreement (SLA) Blip Go

Index:

1. DEFINITIONS AND TERMINOLOGY
2. SUPPORT
3. First response time
4. Estimated time for a proposed solution
5. SUPPORT HOURS

DEFINITIONS AND TERMINOLOGY

Task: Action required to address a user's request.

Incident: Any interruption or disruption of a system functionality.

Doubt: When the user needs to perform an action but is unsure or has doubts about how to proceed.

SUPPORT

First Response Time

Tempo de resposta do atendimento do time de Blip Go! para o plano contratado:

Estimated time for proposing a solution

Blip Go! reserves the right to re-prioritize tickets based on their criticality, regardless of specific clients, in order to prioritize the interests of its entire customer base and business continuity.

Definitions:

• Criticality – Urgent:
  • The system is unavailable.
  • Data security is severely compromised.
• Criticality – High:
  • The system is available, but one or more functionalities are completely or partially inoperative, impacting a significant percentage of the user base.
• Criticality – Normal:
  • There is an issue, but it does not limit the use of the functionality, or there is a workaround, or it does not affect a large group of users.
  • Request for new features.
  • Request for information/Usage limits.

All of the above cases do not apply in the event of unavailability from Blip Go!'s commercial partners. Blip Go! will be responsible for contacting the partner to resolve the issue as quickly as the partner’s policy allows, keeping its customer base informed of the progress whenever possible.

Deadlines are calculated from the moment Blip Go!'s support accepts the ticket.

Any inability to meet the deadlines outlined above will be communicated and justified to the customer, demonstrating Blip Go!'s good faith in resolving the issue, and therefore will not be considered a breach of contract.

Support Hours

Corrective and Evolutionary Maintenance
Corrective and evolutionary maintenance will occur during business hours from 09:00 to 18:00 on business days.

TECHNICAL RESTRICTIONS

• Only conversations and messages from the last 3 months will be stored and made available on the platform.

TECHNICAL REQUIREMENTS

Here is the faithful transcription of the text in the image:

The Blip Go! platform is exclusively marketed under the SaaS (Software as a Service) model, a way of distributing and commercializing software. Within this model, Blip Go! is responsible for providing the necessary infrastructure for the customer.
Official support is provided for the Google Chrome browser in its latest version (other browsers are compatible, but the official support is for Chrome).
The supported official versions are those of the operating systems Microsoft Windows and Apple Mac OS.
It is required that ALL operators have a computer with at least 4GB of RAM (8GB recommended) and an internet connection of at least 10 Mbps. 30 Mbps is recommended.
It is required that ALL operators have an individual email for login and use of the tool.

SUPPORT CHANNELS

Support services will be exclusive for paying customers and only for resolving incidents or failures on the Blip Go! platform through the link https://support.blip.ai/hc/pt-br or via WhatsApp (+55 (31) 3349-6201).

Inquiries from all customers, both paying and non-paying, will be addressed through the community https://community.blip.ai/ and Blip Go!'s help center https://bligo.take.net/central-de-ajuda.

SLA CHANGES

We reserve the right to update the SLA content at any time. Any changes will be posted on our website and will take effect immediately.

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