Service level agreement (SLA)

We guarantee our work and repair the errors detected in the fastest and most stable way possible. We have a specialized team ready to respond and will be available to advise on the best practices for using the Keybe platform.

Notwithstanding any provision in this Agreement, a service unavailability will not be deemed to have occurred if the downtime:

1. Is caused by factors beyond Keybe’s reasonable control, including, without limitation, problems or issues related to our telecommunications and cloud service providers, Internet access or related problems that occur beyond the point of the network where Keybe maintains access and control of the Services;
2. Is the result of any action or inactivity of the Client or any third party (except Keybe’s agents and subcontractors);
3. Is the result of the Client’s Applications, Client’s equipment, software or other technology, supplementary services, or third-party equipment, software or other technology (with the exception of equipment within the direct control of Keybe );
4. Occurs during Keybe’s scheduled maintenance for which Keybe will provide notice at least twenty-four (24) hours in advance;
5. Occurs during Keybe’s emergency maintenance (maintenance that is necessary for the purpose of maintaining the integrity or operation of the Services), regardless of the notification provided by Keybe; or
6. The results of any alpha, beta, developer preview, development benchmark environments, import descriptions, similar or not, otherwise generally available Keybe features or products; or
7. Periods of monthly unavailable time that are less than five (5) minutes of continuous unavailability in duration (collectively, the “Monthly Excluded Times”).

Specific Exclusions from the SLA

For the purposes of this Service Level Agreement, it is expressly stated that WhatsApp lines and the personal lines of the sales team are neither subject to nor included within the obligations and guarantees provided by Keybe in this SLA. Users should not expect or demand the same level of service, response, or availability on these channels compared to the channels officially listed in this agreement.

This Agreement guarantees:

99,7% AVAILABILITY OF THE SERVICE WITH GOOGLE CLOUD

100% BACKUP AND SAFETY OF THE INFORMATION

EMERGENCY ASSISTANCE 24/7/365
It is considered an EMERGENCY when the service is not available in more than 3 IP addresses for more than 5 minutes.
IMPORTANT: If you activate this EMERGENCY channel more than two (2) times without it being a REAL EMERGENCY, the value of USD $80 per hour or fraction of service support will be charged.
Support channel 1	https://keybe.us/ (Assistance Chat)
Support channel 2	WhatsApp Business: +1 (347) 458-3147
Attention Time	15 seconds to 30 minutes
Solution Time	15 minutes to 3 hours

INCIDENT ASSISTANCE 8/5
Based on an AGILE philosophy and SCRUM methodology, we call incidents the service requirements, improvements, requests or error reports.
Availability	Monday to Friday 7:00 a.m. to 6:00 p.m. (GMT -5) Saturday 7:00 a.m. to 1:00 p.m. (GMT -5) Holidays 8:00 a.m. to 4:00 p.m. (GMT -5)
Support channel 1	https://keybe.us/ (Assistance Chat)
Support channel 2	WhatsApp Business: +1 (347) 458-3147
Attention time	15 seconds to 2 hours
Solution time	Low Complexity 2 to 48 business hours Medium Complexity 48 to 72 business hours High Complexity 72 hours to 1 week (If feasible)

With respect to any failure of Keybe to meet the monthly activity uptime percentage threshold or successful connection rate, as the case may be, this addendum sets forth Keybe’s sole and complete liability to the customer and the customer’s sole recourse.