General Concepts
- SLA
- Service Level Agreement is an agreement that Even3 takes on before you. Here you will be made aware of some of the deadlines required to meet your requests.
- Bugs
- Reported erros
- General requests
- Requests through help center (https://ajuda.even3.com.br/hc/pt-br)
Service Time
- The hours considered for the counting will be business hours:
- We consider business hours to be from 9am to 6pm (Brasília Time) from Monday through Friday, except holidays;
- If the deadline is given in days, those will be considered as calendar days.
- The counting of the established deadline will only begin after the submission of all information and documentation requested, unequivocally. In case there is any missing information or documentation, the deadline will be suspended until they are provided.
- The deadline is the time limit for the fulfillment of your request. However, it may be that it is resolved in advance or, in addition, that an extension is requested with prior notification and justification.
Deadlines for Bugs Compliance
SLA
| Priority | Events | VIP Service* |
| Low | 120 h | 120 h |
| Medium | 72 h | 72 h |
| High | 24 h | 16 h |
| Urgent | 24 h | 08 h |
Note: Remember that the deadlines of the items (analysis and execution) will only start counting when the product team has all the information and/or documentation necessary, alright?
*Understand here what is VIP Service
Understanding SLA
What do we consider as low, medium, high and urgent priority?
| Priority | Explanation |
| Low | Zero impact on the execution of the activity intended by the User (Attendee or Organizer). For example: spelling errors, translation adjustments, etc. |
| Medium | The feature can be used, although with minor restrictions that do not impact the total execution of the feature and/or that have a workaround for the presented crash. |
| High | The feature can be used, but with restrictions that impact the development of vital activities of user’s processes. Specific requests A funcionalidade pode ser utilizada, porém com restrições que impactam o desempenho de atividades vitais ao processo do usuário. Solicitações específicas de eventos que vão acontecer em data próxima ( entre 5 e 7 dias) a abertura do chamado. |
| Urgente | A funcionalidade pretendida não pode ser utilizada de forma alguma e está impedindo a execução de processos vitais ao negócio do usuário e não há alternativas paliativas.Solicitações específicas de eventos que vão acontecer no mesmo dia que a solicitação for aberta, ou no dia seguinte. |
Solicitações gerais
SLA
| Item | Low | Medium | High |
| Analysis | 8 h | 6 h | 4 h |
| Execution | 120 h | 72 h | 48 h |
Note: Keep in mind that the deadline of the items (analysis and execution) will only start counting when the Product Team has all the information and/or documentation needed, alright?!
Understanding SLA
General requests any and all requests sent to Support.
Analysis
Analysis of the product team on the user’s request to understand if the request will be fulfilled and what will be done.
Execution
Execution of the request and availability to the user.