Webminds Solutions' commitment to quality, availability and technical support.
This Service Level Agreement (SLA) establishes the commitments of EMERALD VISION, LDA, entity that owns the brand Webminds Solutions, regarding the quality, availability and responsibilities associated with providing its services to customers.
This SLA applies to the services provided by Webminds Solutions, including, but not limited to:
⚠️ This SLA must be interpreted in conjunction with the Terms of Service and other applicable contractual documents.
99.5%
Guaranteed minimum monthly availability
For hosting services and web platforms
The following are excluded from the availability guarantee:
3.1 Availability Calculation
Considera-se eligible unavailability only the total interruption of service directly attributable to Webminds Solutions.
Support is provided primarily through the ticket system available in the customer area. All requests are registered and processed according to the selected department.
Outside the indicated times, requests will be processed in the following business period, except High Priority incidents submitted to 24/7 Technical Support.
• Monday to Friday: 9:30 am to 8:00 pm
• Saturday: 10:00 am to 4:00 pm
• Domingo: Encerrado
📞 Telephone contact is intended for general clarifications. For the purposes of technical intervention or formal registration, the customer may be asked to submit a ticket through the customer area.
24/7 Support applies exclusively to High Priority incidents in the Technical Support Department.
Incidents are classified internally by Webminds Solutions according to their respective priority level:
Alta Prioridade
Incidents that seriously affect the availability or essential functioning of the service.
Medium Priority
Incidents that partially affect the service, without total interruption.
Baixa Prioridade
Reduced impact situations, informational or non-urgent requests.
Classification is carried out based on internal technical criteria. The customer will be informed of progress and resolution where applicable.
Scheduled maintenance windows will be communicated in advance. Critical security updates can be applied immediately to protect infrastructure, systems and data.
If monthly availability is less than 99.5%, the customer may request service credits applicable exclusively to the monthly fee for the affected service.
| Disponibilidade Mensal (%) | Credit on monthly payment |
|---|---|
| 99.5% to 100% | 0% |
| 98% to 99.49% | 5% |
| 95% to 97.99% | 10% |
| < 95% | 30% |
💰 Credits are not convertible into cash and must be requested within a maximum period of 15 dias after the end of the month in question.
This SLA may be revised upon prior notice from 15 dias, through email communication or publication on the website.
For questions related to this Service Level Agreement, please contact us via the following means: