Disponibilidade de infraestrutura (IA)<\/strong> refere-se \u00e0 capacidade dos usu\u00e1rios finais de acessar a infraestrutura por meio do ambiente hospedado na nuvem; exclui a funcionalidade espec\u00edfica do software no ambiente acessado.<\/p>\n\n\n\n Tempo de resposta garantido (GTI)<\/strong> significa o tempo entre o relato de um incidente nas ferramentas de supervis\u00e3o ou de uma notifica\u00e7\u00e3o feita pelo Assinante ao departamento de suporte da Empresa e o in\u00edcio da opera\u00e7\u00e3o do Suporte.<\/p>\n\n\n\n Tempo de resolu\u00e7\u00e3o garantido (GRT)<\/strong> significa o tempo para restaurar o Servi\u00e7o, desde o in\u00edcio da interven\u00e7\u00e3o (consulte GTI) at\u00e9 o final do incidente.<\/p>\n\n\n\n Erro de aplicativo (AE)<\/strong> significa uma falha no desempenho do Software de acordo com a documenta\u00e7\u00e3o, resultando na impossibilidade de uso ou restri\u00e7\u00e3o material ao uso do Software.<\/p>\n\n\n\n Hor\u00e1rio de trabalho<\/strong> significa entre 7:00 e 19:00 horas, hor\u00e1rio do leste dos EUA, em qualquer dia \u00fatil.<\/p>\n\n\n\n Per\u00edodo mensal aplic\u00e1vel<\/strong> significa, para um m\u00eas calend\u00e1rio no qual uma taxa de Assinatura Mensal \u00e9 paga, o n\u00famero de dias em que voc\u00ea \u00e9 assinante de um Servi\u00e7o.<\/p>\n\n\n\n O n\u00edvel de prioridade \u00e9 determinado de acordo com a gravidade da limita\u00e7\u00e3o de acesso, como segue:<\/p>\n\n\n\n A Empresa deve responder \u00e0s interrup\u00e7\u00f5es na disponibilidade do servi\u00e7o baseado em nuvem da seguinte forma:<\/p>\n\n\n\n O n\u00edvel de prioridade \u00e9 determinado de acordo com a gravidade do erro ou incidente do aplicativo, como segue:<\/p>\n\n\n\n The Company will deliver the following reports according to the indicated monitoring and reporting frequency below:<\/p>\n\n\n\n Cada relat\u00f3rio dever\u00e1 ser entregue ao Assinante em at\u00e9 10 dias \u00fateis ap\u00f3s o final do per\u00edodo de relat\u00f3rio relevante (por exemplo, se a frequ\u00eancia do relat\u00f3rio for mensal, o relat\u00f3rio de um m\u00eas dever\u00e1 ser entregue em at\u00e9 10 dias \u00fateis ap\u00f3s o final do m\u00eas). Os relat\u00f3rios devem ser fornecidos por e-mail ao representante indicado pelo Assinante. Cada relat\u00f3rio deve conter uma lista de todas as exce\u00e7\u00f5es (falha no cumprimento de um N\u00edvel de Servi\u00e7o relevante) no per\u00edodo do relat\u00f3rio.<\/p>\n\n\n\n Se a Taxa de Disponibilidade de Infraestrutura (conforme definido na Se\u00e7\u00e3o C) for inferior aos n\u00edveis garantidos abaixo em qualquer m\u00eas, a Taxa de Assinatura Mensal do m\u00eas seguinte ser\u00e1 reduzida da seguinte forma:<\/p>\n\n\n\n Este SLA e quaisquer N\u00edveis de Servi\u00e7o aplic\u00e1veis n\u00e3o se aplicam a nenhum problema de desempenho ou disponibilidade:<\/p>\n\n\n\n 1. Definitions Infrastructure Availability (IA) refers to the ability for end users to access the infrastructure via the cloud hosted environment; excludes specific software functionality in the accessed environment. Guaranteed Response Time (GTI) means the time from the reporting of an incident on the supervision tools or from a notification made by Subscriber to the Company\u2019s support […]<\/p>\n","protected":false},"author":8,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[1],"tags":[],"class_list":["post-1192","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/posts\/1192","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/comments?post=1192"}],"version-history":[{"count":1,"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/posts\/1192\/revisions"}],"predecessor-version":[{"id":4653,"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/posts\/1192\/revisions\/4653"}],"wp:attachment":[{"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/media?parent=1192"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/categories?post=1192"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mtechsystems.io\/pt\/wp-json\/wp\/v2\/tags?post=1192"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}2. N\u00edveis de Prioridade da IA<\/h5>\n\n\n\n
Priority Level<\/td> Severity<\/td> Definition<\/td><\/tr> 1<\/td> Blocking<\/td> Defect resulting in the total unavailability of the Service for all users<\/td><\/tr> 2<\/td> Major<\/td> Defect resulting in material negative effects on the business of Subscriber or in the unavailability of isolated mission critical functionalities and significantly reducing the access to the Service<\/td><\/tr> 3<\/td> Minor<\/td> Bug\/Defect resulting in the unavailability of certain minor functionalities of the Service<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n 3. IA Response Times<\/h5>\n\n\n\n
Priority Level<\/td> Target Response(During Working hours)
GTI<\/td>Target Response (Non-Working Hours)
GTI<\/td><\/tr>1<\/td> 30mn<\/td> 1h| not to exceed 30 mn from commencement of Working hours<\/td><\/tr> 2<\/td> 1h<\/td> 3h| not to exceed 1 hr. from commencement of Working hours<\/td><\/tr> 3<\/td> 2h<\/td> 8h| not to exceed 2 hr. from commencement of Working hours<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n 4. IA Resolution Times<\/h5>\n\n\n\n
Priority Level<\/td> Target Response(During Working hours)
GRT<\/td>Target Response (Non-Working Hours)
GRT<\/td><\/tr>1<\/td> 3h<\/td> 6h | not to exceed 3H from commencement of Working hours<\/td><\/tr> 2<\/td> 6h<\/td> 8h| not to exceed 6H from commencement of Working hours<\/td><\/tr> 3<\/td> 8h<\/td> 12h |not to exceed 8H from commencement of Working hours<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n 5. AE Priority Levels<\/h5>\n\n\n\n
AE Levels<\/td> Descri\u00e7\u00e3o<\/td><\/tr> 1 Material Defects<\/td> The system (or a component thereof): (a) is unusable, catastrophically fails or ceases to provide its material, mission-critical documented functions; or A viable work-around to restore such operation or functionality is not readily available to Licensee. Such failure has a critical impact on the operation of Licensee’s business or parts thereof and may stop physical production processes.<\/td><\/tr> 2 Severe Defects<\/td> The system (or a component thereof) is not fully functional (e.g., there are major restrictions on functionality; the system performs most, but not all, documented functions).<\/td><\/tr> 3 Major Defects<\/td> The system operates with restrictions on certain functions but are not material to the operation of its business.<\/td><\/tr> 4 Minor Defects<\/td> The system is usable, but subject to minor inconveniences which are not critical to operation of Licensee\u2019s business and for which a work-around is readily available; any other problems with the supplied software that are not Severity Level 1, 2, or 3.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n AE Target Resolution Times<\/h5>\n\n\n\n
Error Level<\/td> Target Resolution<\/td><\/tr> 1 Material Defects<\/td> Company will treat the trouble as a priority and will devote sufficient fulltime resources to, in an expedited manner, resolve and correct the trouble, or to provide a correction or work-around. Company will continue efforts until problem resolution is achieved, targeting an 8 hour resolution time with all reasonable and commercially viable efforts.<\/td><\/tr> 2 Severe Defects<\/td> Company will use all commercially reasonable efforts to diligently resolve or correct the trouble, or to provide a correction or work-around and will continue efforts until problem resolution is achieved. Targeting a 48 hour resolution time with all reasonable and commercially viable efforts.<\/td><\/tr> 3 Major Defects<\/td> Company will use commercially reasonable efforts to produce a workaround. A permanent fix will be provided in next iteration of the software release.<\/td><\/tr> 4 Minor Defects<\/td> Company will respond to and resolve the trouble in a commercially reasonable manner, taking into account the specific nature of the trouble and its impact on Licensee and other parties, including Licensee’s customers. Targeting work-around resolution where feasible or permanent fix in the next iteration of the software release.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n 7. Service Level Reporting<\/h5>\n\n\n\n
Service Level<\/td> Monitoring Frequency<\/td> Reporting Frequency<\/td><\/tr> Tempo de resposta garantido (GTI)<\/td> Per ticket<\/td> Monthly<\/td><\/tr> Tempo de resolu\u00e7\u00e3o garantido (GRT)<\/td> Per ticket<\/td> Monthly<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n 8. Infrastructure Availability Discount<\/h5>\n\n\n\n
Rate of Infrastructure Availability (IA): Excludes any AE Application Errors not limiting the access to the application as whole.<\/td> Discount to Monthly Subscription (%)<\/td><\/tr> < 99.0%<\/td> 10<\/td><\/tr> < 95.0%<\/td> 30<\/td><\/tr> < 90.0%<\/td> 50<\/td><\/tr> < 80.0%<\/td> 100<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n 9. Infrastructure Availability Discount<\/h5>\n\n\n\n