{"id":1192,"date":"2020-10-29T05:26:14","date_gmt":"2020-10-29T05:26:14","guid":{"rendered":"http:\/\/beta2.mtech-systems.com\/?p=1192"},"modified":"2021-03-25T19:33:07","modified_gmt":"2021-03-25T23:33:07","slug":"saas-subscription-agreement-service-guidelines","status":"publish","type":"post","link":"https:\/\/mtechsystems.io\/pt\/blog\/2020\/10\/29\/saas-subscription-agreement-service-guidelines\/","title":{"rendered":"Contrato de assinatura de SaaS - Diretrizes de servi\u00e7o"},"content":{"rendered":"<h5 class=\"wp-block-heading\">1. Defini\u00e7\u00f5es<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Disponibilidade de infraestrutura (IA)<\/strong>&nbsp;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<p class=\"wp-block-paragraph\"><strong>Tempo de resposta garantido (GTI)<\/strong>&nbsp;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<p class=\"wp-block-paragraph\"><strong>Tempo de resolu\u00e7\u00e3o garantido (GRT)<\/strong>&nbsp;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<p class=\"wp-block-paragraph\"><strong>Erro de aplicativo (AE)<\/strong>&nbsp;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<p class=\"wp-block-paragraph\"><strong>Hor\u00e1rio de trabalho<\/strong>&nbsp;significa entre 7:00 e 19:00 horas, hor\u00e1rio do leste dos EUA, em qualquer dia \u00fatil.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Per\u00edodo mensal aplic\u00e1vel<\/strong>&nbsp;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<h5 class=\"wp-block-heading\">2. N\u00edveis de Prioridade da IA<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">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<figure class=\"wp-block-table\"><table><tbody><tr><td>N\u00edvel de Prioridade<\/td><td>Gravidade<\/td><td>Defini\u00e7\u00e3o<\/td><\/tr><tr><td>1<\/td><td>Bloqueando<\/td><td>Defeito que resulta na indisponibilidade total do Servi\u00e7o para todos os usu\u00e1rios<\/td><\/tr><tr><td>2<\/td><td>Major<\/td><td>Defeito que resulta em efeitos negativos materiais no neg\u00f3cio do Assinante ou na indisponibilidade de funcionalidades cr\u00edticas isoladas e que reduzem significativamente o acesso ao Servi\u00e7o<\/td><\/tr><tr><td>3<\/td><td>Menor<\/td><td>Bug\/Defeito resultando na indisponibilidade de certas funcionalidades menores do Servi\u00e7o<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\">3. Tempos de Resposta da IA<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">A Empresa deve responder \u00e0s interrup\u00e7\u00f5es na disponibilidade do servi\u00e7o baseado em nuvem da seguinte forma:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>N\u00edvel de Prioridade<\/td><td>(Durante o hor\u00e1rio de trabalho)<br>GTI<\/td><td>Resposta Alvo (Fora do Hor\u00e1rio de Trabalho)<br>GTI<\/td><\/tr><tr><td>1<\/td><td>30 min<\/td><td>1h| n\u00e3o exceder 30 minutos a partir do in\u00edcio do hor\u00e1rio de trabalho<\/td><\/tr><tr><td>2<\/td><td>1 hora<\/td><td>3h| n\u00e3o exceder 1 hora. a partir do in\u00edcio do hor\u00e1rio de trabalho<\/td><\/tr><tr><td>3<\/td><td>2h<\/td><td>8h| n\u00e3o exceder 2h do in\u00edcio da jornada de trabalho<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\">4. Tempos de Resolu\u00e7\u00e3o de IA<\/h5>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>N\u00edvel de Prioridade<\/td><td>(Durante o hor\u00e1rio de trabalho)<br>GRT<\/td><td>Resposta Alvo (Fora do Hor\u00e1rio de Trabalho)<br>GRT<\/td><\/tr><tr><td>1<\/td><td>3h<\/td><td>6h | n\u00e3o exceder 3H a partir do in\u00edcio do hor\u00e1rio de expediente<\/td><\/tr><tr><td>2<\/td><td>6h<\/td><td>8h| n\u00e3o exceder 6H do in\u00edcio da jornada de trabalho<\/td><\/tr><tr><td>3<\/td><td>8h<\/td><td>12h | n\u00e3o exceder 8H a partir do in\u00edcio do hor\u00e1rio de trabalho<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\">5. N\u00edveis de Prioridade de AE<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">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<figure class=\"wp-block-table\"><table><tbody><tr><td>N\u00edveis AE<\/td><td>Descri\u00e7\u00e3o<\/td><\/tr><tr><td>1 Defeitos de Material<\/td><td>O sistema (ou um componente dele): (a) torna-se inutiliz\u00e1vel, falha catastroficamente ou deixa de fornecer suas fun\u00e7\u00f5es documentadas materiais e cr\u00edticas para a miss\u00e3o; ou Uma solu\u00e7\u00e3o alternativa vi\u00e1vel para restaurar tal opera\u00e7\u00e3o ou funcionalidade n\u00e3o est\u00e1 prontamente dispon\u00edvel para o Licenciado. Tal falha tem um impacto cr\u00edtico na opera\u00e7\u00e3o do neg\u00f3cio do Licenciado ou partes dele e pode parar processos de produ\u00e7\u00e3o f\u00edsica.<\/td><\/tr><tr><td>2 Defeitos Graves<\/td><td>O sistema (ou um componente dele) n\u00e3o est\u00e1 totalmente funcional (por exemplo, h\u00e1 restri\u00e7\u00f5es importantes na funcionalidade; o sistema executa a maioria, mas n\u00e3o todas, as fun\u00e7\u00f5es documentadas).<\/td><\/tr><tr><td>3 Defeitos Principais<\/td><td>O sistema opera com restri\u00e7\u00f5es em certas fun\u00e7\u00f5es, mas que n\u00e3o s\u00e3o materiais para a opera\u00e7\u00e3o do seu neg\u00f3cio.<\/td><\/tr><tr><td>4 Defeitos Menores<\/td><td>O sistema \u00e9 utiliz\u00e1vel, mas sujeito a pequenos inconvenientes que n\u00e3o s\u00e3o cr\u00edticos para a opera\u00e7\u00e3o do neg\u00f3cio do Licenciado e para os quais existe uma solu\u00e7\u00e3o alternativa prontamente dispon\u00edvel; quaisquer outros problemas com o software fornecido que n\u00e3o sejam de N\u00edvel de Severidade 1, 2 ou 3.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\">Tempos de Resolu\u00e7\u00e3o de Metas AE<\/h5>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>N\u00edvel de Erro<\/td><td>Resolu\u00e7\u00e3o Alvo<\/td><\/tr><tr><td>1 Defeitos de Material<\/td><td>A Empresa tratar\u00e1 o problema como prioridade e dedicar\u00e1 recursos em tempo integral suficientes para, de forma acelerada, resolver e corrigir o problema, ou fornecer uma corre\u00e7\u00e3o ou solu\u00e7\u00e3o alternativa. A Empresa continuar\u00e1 os esfor\u00e7os at\u00e9 que a resolu\u00e7\u00e3o do problema seja alcan\u00e7ada, visando um tempo de resolu\u00e7\u00e3o de 8 horas com todos os esfor\u00e7os razo\u00e1veis e comercialmente vi\u00e1veis.<\/td><\/tr><tr><td>2 Defeitos Graves<\/td><td>A Empresa empregar\u00e1 todos os esfor\u00e7os comercialmente razo\u00e1veis para resolver diligentemente ou corrigir o problema, ou para fornecer uma corre\u00e7\u00e3o ou solu\u00e7\u00e3o alternativa e continuar\u00e1 os esfor\u00e7os at\u00e9 que a resolu\u00e7\u00e3o do problema seja alcan\u00e7ada. Visando um tempo de resolu\u00e7\u00e3o de 48 horas com todos os esfor\u00e7os razo\u00e1veis e comercialmente vi\u00e1veis.<\/td><\/tr><tr><td>3 Defeitos Principais<\/td><td>A empresa empregar\u00e1 esfor\u00e7os comercialmente razo\u00e1veis para produzir uma solu\u00e7\u00e3o alternativa. Uma corre\u00e7\u00e3o permanente ser\u00e1 fornecida na pr\u00f3xima itera\u00e7\u00e3o da vers\u00e3o do software.<\/td><\/tr><tr><td>4 Defeitos Menores<\/td><td>A Empresa responder\u00e1 e resolver\u00e1 o problema de maneira comercialmente razo\u00e1vel, levando em considera\u00e7\u00e3o a natureza espec\u00edfica do problema e seu impacto no Licenciado e em outras partes, incluindo os clientes do Licenciado. O objetivo \u00e9 a resolu\u00e7\u00e3o alternativa onde for vi\u00e1vel, ou uma corre\u00e7\u00e3o permanente na pr\u00f3xima vers\u00e3o do software.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\">7. Relat\u00f3rio de N\u00edvel de Servi\u00e7o<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">A Empresa entregar\u00e1 os seguintes relat\u00f3rios de acordo com a frequ\u00eancia de monitoramento e relat\u00f3rios indicada abaixo:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>N\u00edvel de Servi\u00e7o<\/td><td>Frequ\u00eancia de Monitoramento<\/td><td>Frequ\u00eancia de Relato<\/td><\/tr><tr><td>Tempo de resposta garantido (GTI)<\/td><td>Por bilhete<\/td><td>Mensalmente<\/td><\/tr><tr><td>Tempo de resolu\u00e7\u00e3o garantido (GRT)<\/td><td>Por bilhete<\/td><td>Mensalmente<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">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<h5 class=\"wp-block-heading\">8. Desconto por Disponibilidade de Infraestrutura<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">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<figure class=\"wp-block-table\"><table><tbody><tr><td>Taxa de Disponibilidade de Infraestrutura (IA): Exclui quaisquer Erros de Aplica\u00e7\u00e3o AE que n\u00e3o limitem o acesso \u00e0 aplica\u00e7\u00e3o como um todo.<\/td><td>Desconto na assinatura mensal (%)<\/td><\/tr><tr><td>&lt; 99,01 TP5T<\/td><td>10<\/td><\/tr><tr><td>&lt; 95,0%<\/td><td>30<\/td><\/tr><tr><td>&lt; 90,01 TP5T<\/td><td>50<\/td><\/tr><tr><td>&lt; 80,01 TP5T<\/td><td>100<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\">9. Desconto de Disponibilidade de Infraestrutura<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">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<ul class=\"wp-block-list\"><li>Devido a fatores fora do nosso controle razo\u00e1vel (por exemplo, desastre natural, guerra, atos de terrorismo, tumultos, a\u00e7\u00e3o governamental ou falha de rede ou dispositivo externo aos nossos data centers, inclusive no seu site ou entre o seu site e o nosso data center).<\/li><li>Que resultem do uso de servi\u00e7os, hardware ou software n\u00e3o fornecidos por n\u00f3s, incluindo, entre outros, problemas resultantes de largura de banda inadequada ou relacionados a software ou servi\u00e7os de terceiros.<\/li><li>Causado pelo seu uso de um Servi\u00e7o depois que n\u00f3s o orientamos a modificar seu uso do Servi\u00e7o, se voc\u00ea n\u00e3o modificou seu uso conforme orientado.<\/li><li>Que resultem de sua a\u00e7\u00e3o n\u00e3o autorizada ou da falta de a\u00e7\u00e3o quando necess\u00e1rio, ou de seus funcion\u00e1rios, agentes, contratados ou fornecedores, ou de qualquer pessoa que obtenha acesso \u00e0 nossa rede por meio de suas senhas ou equipamentos, ou que resultem de sua falha em seguir as pr\u00e1ticas de seguran\u00e7a adequadas.<\/li><li>Resultantes de sua falha em aderir a quaisquer configura\u00e7\u00f5es necess\u00e1rias, usar plataformas compat\u00edveis, seguir quaisquer pol\u00edticas de uso aceit\u00e1vel ou seu uso do Servi\u00e7o de maneira inconsistente com os recursos e a funcionalidade do Servi\u00e7o (por exemplo, tentativas de realizar opera\u00e7\u00f5es que n\u00e3o s\u00e3o compat\u00edveis) ou inconsistente com nossas orienta\u00e7\u00f5es publicadas;<\/li><li>Para licen\u00e7as reservadas, mas n\u00e3o pagas, no momento do Incidente.<\/li><\/ul>","protected":false},"excerpt":{"rendered":"<p>1. Definitions Infrastructure Availability (IA)&nbsp;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)&nbsp;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 [&hellip;]<\/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"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SaaS Subscription Agreement \u2013 Service Guidelines - MTech Systems<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mtechsystems.io\/pt\/blog\/2020\/10\/29\/saas-subscription-agreement-service-guidelines\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SaaS Subscription Agreement \u2013 Service Guidelines - MTech Systems\" \/>\n<meta property=\"og:description\" content=\"1. Definitions Infrastructure Availability (IA)&nbsp;refers to the ability for end users to access the infrastructure via the cloud hosted environment; excludes specific software functionality in the accessed environment. 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Definitions Infrastructure Availability (IA)&nbsp;refers to the ability for end users to access the infrastructure via the cloud hosted environment; excludes specific software functionality in the accessed environment. 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