Service Level Agreement
Service Level Agreement
I. Service Channels: The User shall have access to the following Verifik service channels
CRM on Verifik.co
Email [email protected]
Customer service Discord channel
II. Hours of Operation
The User will be able to access the support provided by Verifik, Monday through Friday (business days) from 8:00 AM to 5:00 PM UTC-5
III. Criticality levels
The requests or requirements raised by Users to the support team will be classified according to the impact they have on the User's operation, as follows:
Critical:
Total service unavailability.
Urgent:
Loss of specific functionality for all use cases.
Medium:
Loss of functionality in specific cases.
Normal:
Other requests or general inquiries that do not affect Service Availability.
IV. Support Response times
Definitions: Terms used in this section, shall have the following meanings:
i. Attention: The time elapsed between the request or requirement and
the assignment of a service agent.
ii. Review: The time elapsed between the agent's greeting and the first
response regarding the request or requirement.
iii. Escalation: The time elapsed between the agent's escalation and
the case review by the person to whom it was escalated. This time only
applies in events where it is necessary to escalate the user's
request or requirement.
iv. Resolution: The time elapsed between the agent's greeting and
the moment the case is resolved.The response time varies according to the criticality of the requirement, as follows:
SEVERITY/
TIME
ATTENTION
REVIEW
ESCALATION
RESOLUTION
Critical
0.5 hr
0.5 hr
15 mins
48 hrs
Urgent
0.5 hr
0.5 hr
15 mins
48 hrs
Medium
1 hr
1 hr
0.5 hr
96 hrs
Normal
1 hrs
1 hrs
0.5 hr
96 hrs
Note: 48 hrs means that we take up to 48 hours to solve the incident depending on its complexity.
Response times will be counted from the last message sent by the user.
V. Platform Availability:
The Platform will be available for at least:
Product/AP
Availability
Notes
SmartCHECK (Data Base Screening)
90.0% > Data API
Data API, depends on connections with Government Sources
smartACCESS
99.0% > Email/Tel
98.0% > Biometrics
smartENROLL
99.0% > Email/Tel 98.0% > Biometrics 98.0% > Doc Scan 90.0% > Data API
Data API, depends on connections with Government Sources
VI. Compensation for Downtime
Compensation in Credit awarded for the affected month will be provided in the form of a credit equal to the cost of the ineffective API call. If the unavailability of the service is caused by Verifik's Internal Problems (database, servers, internal API problems) and is not effectively resolved by the Company, Verifik will compensate as follows:
Uptime
Credit Compensation
Product
Data API (Data Base Screening) 90.00% or greater 89.99% or less
No Credit Compensation
smartCHECK
Email/Tel 99.00% or greater 98.99% or less
No Credit Compensation
smartACCESS smartENROLL
Biometrics 98.00% or greater 97.99% or less
No Credit Compensation
smartACCESS smartENROLL
Doc Scan 98.00% or greater 97.99% or less
No Credit Compensation
smartENROLL smartACCESS
Internal Problems of the Data API service (Data Consultation) exclude problems considered by Force Majeure (Fortuitous Events) either due to migration, disconnection, or external intervention of the governments that guard the databases. Verifik is an intermediary, therefore, it does NOT have the power and control of the databases consulted.
VII. Data Base Service Charging Scheme
The charging scheme applies to the product smartCHECK, which allows the consultation of government databases. Verifik is not the owner, manager, or responsible (it does not control or update) of government databases of the different countries that we offer; therefore Verifik reserves from offering guarantees regarding “Response Time”, “Average Up Time”, or “Data Accuracy”.
If the query returns a 200 or 404, it will be charged. If the query returns a 403, 409, 412, 422, or 500, it will not be charged.
Charge
Absent of Charge
200
403
404
409
412
422
500
VIII. There is no availability of the Platform
Scheduled maintenance times will be carried out at night or on weekends, with prior communication via email to users.
IX. Adaptations or New developments
The periods for development or new adaptations (due to unexpected changes by the Users' systems that are integrated via API with the Platform) will vary according to the changes required by the User and will not count as Platform Downtime.