Service Level Agreement (SLA)
See our commitments on availability, performance and support for your operations.
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This Service Level Agreement (“SLA”) defines the indemnity and remediation criteria for failures or issues in the Linkana service during the term of the CLOUD-HOSTED SOFTWARE SUBSCRIPTION AND SERVICES AGREEMENT (“Agreement”) entered into with the User. The services provided will be guaranteed by a monthly availability percentage (“Service-Level Objective” or “SLO”) as described below, except for any specific agreements formalized with the User in a contract.
DEFINITIONS
Linkana – KeepClear Licenciamentos e Serviços Ltda., a limited liability company registered under CNPJ No. 32.138.431/0001-05, with headquarters at Alameda Vicente Pinzon, 54, Vila Olímpia, São Paulo-SP, ZIP 04547-130.
User – Person who uses the Linkana Platform.
Platform – Web platform developed by Linkana, accessed by the User via personal login and password.
Service Provided – Availability of the Platform and service of resources managed and operated on the Linkana cloud.
Unavailability – Loss of connectivity or inability to execute critical Platform features.
Unavailability Period – Period of five or more minutes of unavailability. Shorter periods or intermittent unavailability within less than five minutes will not count as an Unavailability Period.
Monthly Availability Percentage – Total number of minutes in a month, minus the number of minutes of Unavailability suffered across all Unavailability Periods in a month, divided by the total number of minutes in a month.
Agreed Indemnity – Amounts to be credited to the User in case of Platform availability failures, according to the table below:
Linkana Service Level Agreement (SLA) Table
| Monthly Availability | Percentage of Monthly Invoice to be Indemnified |
|---|---|
| > 99.7% | 0% (zero percent) |
| 98.0% – < 99.7% | 4% (four percent) |
| 95.0% – < 98.0% | 7% (seven percent) |
Requesting the Agreed Indemnity
For reimbursement in case of Platform failures, the User must notify the Linkana support team within 30 (thirty) days from identifying the failure. To prove the issue, the User must provide Linkana with screenshots and/or screen recordings showing the errors or unavailability identified. If the User fails to meet these conditions, they may lose the right to the Agreed Indemnity, or depend on Linkana’s own determination, at its sole discretion in good faith, of the failure or issue reported.
Maximum Agreed Indemnity
The maximum Agreed Indemnity amount to be approved by Linkana due to Unavailability Periods is limited to 10% (ten percent) of the total owed by the User for the Services Provided in the month. The amount will be paid in the form of credits for future use of the service — i.e., the corresponding discount will be applied to any future invoices charged to the User by Linkana within 30 (thirty) days after request approval.
Exclusions from this SLA
- Features in conceptual/development testing, or classified as “alpha” or “beta” by Linkana;
- Features not fundamental to ensuring the supplier management process;
- Features specifically excluded from the SLA by the Agreement or other signed instruments;
- Loss of external connectivity due to failure in the User’s VPN system or other internal system;
- Non-production environments on the platform, such as testing, staging or related environments;
- Other on-premises / third-party cloud installations contracted by the User themselves;
- Unavailability of endpoints related to any integrations, which will have their own SLA;
- Issues caused by factors beyond Linkana’s reasonably required control;
- Issues resulting from User’s software or hardware, or third parties, or both;
- Issues resulting from abuse or other behaviors that violate this SLA.