Support and Service
This document defines guarantees and timeframes for technical and contractual support and service, as described below, except for any specific agreements formalized with the contracting company.
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This document defines guarantees and timeframes for technical and contractual support and service, as described below, except for any specific agreements formalized with the contracting company.
DEFINITIONS
Linkana – LINKANA TECNOLOGIA 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 from the contracting company who uses the Linkana Platform.
Supplier – Person from the supplier company who uses the Linkana Platform.
Account Manager – Person from the contracting company responsible for the contract with Linkana.
Platform – Web platform developed by Linkana, accessed by the User for supplier management processes.
Implementation – Contractual period for account configuration and initial Platform usage development.
Support – Channels for questions and Platform usage training.
Response – Channels and timeframes for first response in service.
Resolution – Channels and timeframes for problem solving.
Technical Issue – Error or failure in software that causes it to behave unexpectedly or undesirably.
Review Service – Linkana professional service contracted by the contracting company to review documents submitted by the supplier, according to pre-agreed criteria.
Standard Service – Chat support during business hours, for resolving questions, bugs and general Platform usage support. For contractual issues, service is provided via email with the account manager.
Exclusive Service – Optional additional service that includes account manager service, additional training and Q&A sessions during implementation and account follow-up, plus periodic success indicator meetings.
Platform Implementation:
| TYPE | STANDARD SERVICE | EXCLUSIVE SERVICE |
|---|---|---|
| Support | 01 (one) kick-off meeting | 01 (one) kick-off meeting |
| Support | Up to 02 (two) training or Q&A sessions | Up to 10 (ten) training or Q&A sessions |
User Experience:
| TYPE | STANDARD SERVICE | EXCLUSIVE SERVICE |
|---|---|---|
| Response | Up to 24h (twenty-four hours) via Chat during business hours, 9am–6pm | Up to 2h (two hours) via Chat during business hours, 9am–6pm |
| Resolution | Real time, for questions and standard Platform usage support | Real time, for questions and standard Platform usage support |
| Support | Access to Help Center | Access to Help Center |
| Response | Up to 02 (two) business hours for public lookups and automated calculations | Up to 02 (two) business hours for public lookups and automated calculations |
| Technical issue | Up to 06 (six) business hours, in case of issues with automated lookup processing | Up to 03 (three) business hours, in case of issues with automated lookup processing |
| Technical issue | Up to 03 (three) business days, in case of bugs preventing or hindering use of critical software features | Up to 01 (one) business day, in case of bugs preventing or hindering use of critical software features |
| Technical issue | Up to 30 (thirty) business days, in case of simpler bugs that do not prevent use of key or critical software functions | Up to 15 (fifteen) business days, in case of simpler bugs that do not prevent use of key or critical software functions |
Supplier Experience:
| TYPE | STANDARD SERVICE | EXCLUSIVE SERVICE |
|---|---|---|
| Response | Up to 24h (twenty-four hours) via Chat during business hours, 9am–6pm | Up to 24h (twenty-four hours) via Chat during business hours, 9am–6pm |
| Resolution | Real time, for questions and standard Platform usage support | Real time, for questions and standard Platform usage support |
| Technical issue | 03 (three) business days, in case of bugs preventing or hindering use of critical software features | 01 (one) business day, in case of bugs preventing or hindering use of critical software features |
| Technical issue | 30 (thirty) business days, in case of simpler bugs that do not prevent use of key or critical software functions | 15 (fifteen) business days, in case of simpler bugs that do not prevent use of key or critical software functions |
Account Manager Experience:
| TYPE | STANDARD SERVICE | EXCLUSIVE SERVICE |
|---|---|---|
| Response | Up to 03 (three) business days via chat or WhatsApp | Up to 01 (one) business day via email, chat or WhatsApp |
| Resolution | Up to 07 (seven) business days for tasks the user cannot perform independently | Up to 03 (three) business days for tasks the user cannot perform independently |
| Support | Up to 01 (one) training or Q&A session every six months | Up to 01 (one) training or Q&A session monthly |
| Success | - | Up to 01 strategic follow-up session quarterly |
Review Service Experience:
| TYPE | STANDARD SERVICE | EXCLUSIVE SERVICE |
|---|---|---|
| Response | Up to 03 (three) business days for review of submitted document | Up to 02 (two) business days for review of submitted document |
| Resolution | A document will be considered rejected after two incorrect submission attempts by the supplier. Any future correction of the document may be requested by the Supplier or User. | A document will be considered rejected after two incorrect submission attempts by the supplier. Any future correction of the document may be requested by the Supplier or User. |
General notes:
- Linkana is not responsible for temporary or permanent unavailability of public databases or external sources and services used.
- The Platform will perform automatic document requests to the supplier, but Linkana is not responsible for manual follow-ups or guarantee timeframes for document submission by the Supplier.
- Linkana is not responsible for, does not supervise or control the authenticity of documents and declarations submitted by the Supplier, who may be held civilly and/or criminally liable for providing untrue information.