1. Purpose
The purpose of this Service Level Agreement (SLA) is to establish the terms and conditions under which maintenance, support, and electronic signature services will be provided, detailing the expected service levels, response times, and performance metrics.
2. Scope
This SLA applies to the following services provided by:
• Maintenance and technical support services.
• Cloud-based electronic signature services.
• Associated infrastructure (servers, databases, etc.).
3. Key Definitions
• Response Time: The time between the creation of a support ticket and the initial response from the support team.
• Resolution Time: The time from the initial response to the full resolution of the issue.
• Annual Availability: The percentage of time during which the services are available to the client over the course of a year.
• Downtime: Accumulated minutes during which the service is unavailable.
• Incident: Any event that causes an interruption in the normal use of the provided services.
4. Incident Levels
Three types of incidents are identified:
• Level 1: Incidents that affect the use of the solution and/or its components, without interrupting the service but degrading its quality.
• Level 2: Incidents that interrupt service delivery, affecting both users and service quality.
• Level 3: Incidents that completely interrupt the service, affecting all components of the solution.
Note: The indicated times are in business hours. Business hours are defined as Monday to Friday, from 9:00 a.m. to 6:00 p.m., excluding public holidays.
5. Response and Resolution Times
6. Service Availability
Committed Annual Availability: 99.5%
Annual availability is calculated as the total number of available minutes minus downtime, divided by the total available minutes in a year.
Formula:
Annual Availability (%) = ((Total Available Minutes – Downtime) / Total Available Minutes) × 100
7. Incident Reporting Procedure
1. The client must report incidents by generating a support ticket on the Legale support website, located within the Legale platform at the following location:
2. The client must provide all necessary information, including detailed descriptions of the incident, duration, affected devices, and any previous resolution attempts.
3. The technical support team will respond according to the established response times.
8. SLA Exclusions
This SLA does not cover incidents resulting from:
• Factors beyond the reasonable control of the company’s providers (e.g., failures in external networks).
• Improper use of the service by the client, not in accordance with the provided documentation.
• Hardware or software not provided or accredited by third parties.
• Testing on beta or pre-production versions.
• Unauthorized access due to security failures attributable to the client.
9. Service Levels for Electronic Signature
• Committed Annual Availability for the Electronic Signature Service: 99.5%.
• Downtime Due to Updates: Total downtime from scheduled updates shall not exceed 23 hours per year.
10. SLA for Cloud Infrastructure (Azure)
• Azure Active Directory: Annual availability of 99.9% for Basic and Premium Azure Active Directory services.
• Cloud Services and Virtual Machines: We guarantee that at least one role instance will have connectivity 99.95% of the time.
• Azure Firewall: Availability of 99.95% for Azure Firewall.
11. SLA Review and Updates
This SLA will be reviewed annually or as needed due to changes in services or client requirements. Updates will be communicated in writing and must be approved by both parties.
12. Legal Scope
Despapeliza guarantees that the electronic signature services comply with Law No. 19.799 on Electronic Documents, Electronic Signatures, and Certification Services, as well as other relevant regulations, such as General Rule No. 434 from the CMF and labor provisions from Ruling 3161/064 of the Chilean Labor Directorate.
13. Exceptions Due to Urgent Signature Availability
In exceptional situations where the client runs out of available signatures and, due to the urgency of sending documents for signing, requires an immediate solution while the purchase order is being processed and sent to Despapeliza, a maximum response time of 3 business hours will be guaranteed for the upload of a minimum package of signatures. This procedure ensures continuity in the client’s signature workflow and addresses the contingency in a timely manner, maintaining service operability. This request must be submitted via a ticket on the legale.io platform or by email to administracion@despapeliza.cl.
