SLA & Guarantee

Commitment to quality, availability and response times you can trust.

Our Guarantees

99.9%

Guaranteed Uptime

We guarantee 99.9% availability for Enterprise clients, with credits in case of non-compliance.

15min

Response Time

We respond to critical incidents within 15 minutes (Enterprise) or 1 hour (Professional).

30 days

Daily Backups

Automated backups with 30-day retention and monthly tested recovery.

24h

Security

Security updates applied within 24 hours of critical vulnerability disclosure.

Support Levels

Choose the support level that best meets your project's needs.

Basic

Support included with all projects during the warranty period. Ideal for bug fixes and technical questions.

Business days, 9am to 6pm (BRT)

Response Times

Critical

System down, data loss

4 hours
High

Core functionality compromised

8 hours
Medium

Secondary feature malfunction

24 hours
Low

Cosmetic improvements, questions

48 hours
  • Bug fixes within original scope
  • Support via email and WhatsApp
  • Critical security updates
  • Monthly status report
Included with project
Recommended

Professional

Extended support with reduced response times, proactive monitoring and monthly hours for feature improvements.

Business days, 8am to 8pm (BRT)

Response Times

Critical

System down, data loss

1 hour
High

Core functionality compromised

2 hours
Medium

Secondary feature malfunction

8 hours
Low

Cosmetic improvements, questions

24 hours
  • Everything in Basic +
  • Proactive uptime monitoring
  • 10 hours/month of feature development
  • Daily automated backups
  • Weekly performance report
  • Dedicated Slack/Discord channel
  • Priority in support queue
Starting at R$ 2,500/month

Enterprise

24/7 support with 99.9% uptime SLA, dedicated team and immediate response for critical operations.

24/7, including holidays

Response Times

Critical

System down, data loss

15 minutes
High

Core functionality compromised

30 minutes
Medium

Secondary feature malfunction

2 hours
Low

Cosmetic improvements, questions

8 hours
  • Everything in Professional +
  • 99.9% uptime SLA
  • 24/7 on-call support
  • 30+ hours/month of development
  • Dedicated account manager
  • Real-time monitoring with alerts
  • Disaster recovery plan
  • Quarterly security reviews
  • Weekly follow-up meetings
  • Client team training
Upon request
Pricing & Plans →Contact Us →Our Services →

Need a custom SLA?

Get in touch to discuss a support level tailored to your business. Also check our Pricing page.