Support SLA Enterprise
This Service Level Agreement ("SLA") is a commitment between InvGate and the Customer to define measurable service objectives and specify the sole and exclusive remedies available to Customer when the service levels fall below the service objective.
including any force majeure event.
The payment of Service Level Credits will not entitle Customer to any other payments, Moreover, credits are not available to any third party. Service levels and Service Level Credits (as detailed herein) are Solution specific, and therefore, credits applied separately for each Solution or Service.
First response
The “SLA for First Response” measures the time from the moment the request is lodged in our support portal until the moment when our support team responds the customer's question for the first time (refers to a visible response from our team).
| Criticity | Time |
|---|---|
| Critical | 15 minutes |
| High | 1 hour |
| Medium | 2 hours |
| Low | 4 hours |
The criticality of the incidents is defined below:
- Critical: the Solution is not available and cannot be used by any user.
- High: the incident does not allow the use of the critical functionalities of the Solution by any user.
- Medium: the incident significantly prevents the work in the Solutions.
- Low: any other incident.
Service hours
The support service hours are Monday to Friday, from 8:00 to 21:00 (GMT-3).
As of July 21, 2025, support hours will be Monday to Friday, from 3:00 to 22:00 (GMT-3), equivalent to 8:00 to 3:00 (CET).
Availability
The availability of the Services in cloud servers will be 99.9%. If the availability is less than the mentioned value, the Customer will have the right to request a “Service Level Credit'' proportional to the length of time of non-availability of the Service.
The mentioned Credit shall be required within fifteen (15) days of the incident. The Service Level Credits can be used for future renewals only if it is required by the Customer within thirty (30) days before the expiration of the maintenance period in which the Credit is intended to be used.
To establish the applicable value for the Credit, InvGate will take into consideration the subscription price. The availability indicated herein will exclusively refer to productive environments running on stable versions.
To calculate the availability percentages InvGate will not take into account neither the scheduled downtimes, as described in our Maintenance Schedule, nor the ones agreed with the Customer. If the availability during two consecutive months is less than 95%, the Customer will have the right to terminate the services free of charge. This situation will only be applicable to Customer if InvGate has not been able to fix the incidents within a period of two (2) consecutive months after receiving the corresponding notice related to the incident.
Updates
The Customer shall have the right to upgrade the service to any new available version only if all the payments have been fulfilled.
In order to receive the support and all the warranties stated herein and/or in the Commercial Proposal, the Agreement and/or its exhibits, and/or any document that contains any obligation by InvGate in the Customer’s favor, the Customer must update his instance versions to versions that can actively be supported by InvGate.
The updates will be made in the maintenance environments agreed with the Customer. In case of urgent requirements, InvGate will be entitled to update the services at any time.
If the non-availability is caused by the Customer’s refusal to update the services, the situation will not be taken into account for the remedies described above.