Acordo de Nível de Serviço

Platform Disponibilidade

We commit to maintaining the following service Disponibilidade levels:

• Target Uptime: 99.5% Disponibilidade (excluding scheduled maintenance)
• Scheduled Maintenance: Conducted during off-peak hours with 48 hours advance notice
• Emergency Maintenance: Limited to critical security or stability issues
• Monitoring: 24/7 system monitoring and automated alerting

Service Disponibilidade Calculation

Disponibilidade is calculated as: (Total Hora - Downtime) / Total Hora × 100%

Downtime excludes scheduled maintenance windows and force majeure events.

Customer Suporte Response

• Email Suporte: Initial response within 4 business hours
• Telefone Suporte: Answer within 2 minutes during business hours
• Live Chat: Initial response within 2 minutes
• Emergency Suporte: Response within 30 minutes for critical issues

Technical Suporte Response

• Critical Issues: Response within 1 hour, resolution target 4 hours
• High Priority: Response within 4 hours, resolution target 24 hours
• Medium Priority: Response within 24 hours, resolution target 72 hours
• Low Priority: Response within 48 hours, resolution target 7 days

Standard Entrega Commitments

Entrega timeframes vary by Rota and service type:

• Same-Cidade Entrega: 24-48 hours from Coleta
• Inter-Cidade Entrega: 2-5 business days
• Transfronteiriço Entrega: 5-10 business days (subject to Alfândega clearance)
• Express Entrega: As specified at booking (typically same-day or Próximo-day)

Entrega Desempenho Metrics

• On-Hora Entrega Rate: Target 95% of Remessas delivered within committed timeframe
• First Attempt Sucesso Rate: Target 90% successful first Entrega attempt
• Damage Rate: Target less than 0.5% of Remessas
• Loss Rate: Target less than 0.1% of Remessas

Timeframes exclude delays due to force majeure, Alfândega, or circumstances beyond our control.

Key Desempenho Indicators (KPIs)

We track and report on the following Desempenho metrics:

• Platform Uptime: Measured monthly, target 99.5%
• Average Response Hora: Customer Suporte response times
• On-Hora Entrega Rate: Percentage of Remessas delivered on Hora
• Customer Satisfaction Score: Target 4.5/5.0 stars
• Issue Resolution Rate: Percentage of issues resolved within SLA
• System Erro Rate: Target less than 0.1% of transactions

Reporting

Desempenho metrics are reviewed monthly and reported to stakeholders. Significant deviations from targets trigger corrective action plans.

Service Credit Policy

If we fail to meet our SLA commitments, you may be eligible for service credits:

• Platform Downtime: Service credit equal to 10% of monthly subscription fee per hour of downtime (beyond 0.5% threshold)
• Late Entrega: Partial refund or credit based on delay Duração and Remessa value
• Lost Remessa: Full refund of shipping fees plus declared value (up to Seguro limit)
• Damaged Remessa: Compensation based on damage assessment and declared value

Claim Process

• Claims must be filed within 30 days of the incident
• Provide supporting documentation (Rastreamento number, photos, etc.)
• Claims are reviewed within 5 business days
• Aprovado credits are applied to your account or refunded within 10 business days

Limitations

Service credits are limited to the service fees paid. We are not liable for indirect, consequential, or special damages. Maximum compensation per incident is capped at the Remessa value or service fees paid, whichever is lower.

The following circumstances are excluded from SLA calculations and compensation:

• Force majeure events (natural disasters, war, pandemics, etc.)
• Alfândega delays or regulatory issues
• Incorrect or incomplete information provided by customer
• Recipient unavailability or refusal to accept Entrega
• Scheduled maintenance windows (with proper notice)
• User Erro or misuse of services
• Third-party service provider issues beyond our control
• Acts of government or regulatory authorities

Continuous Monitoring

We continuously monitor our services to ensure SLA compliance:

• Real-Hora system monitoring and alerting
• Automated Desempenho Rastreamento and reporting
• Regular service reviews and optimization
• Customer feedback collection and analysis

Service Improvement

We are committed to continuous improvement:

• Monthly Desempenho reviews and analysis
• Quarterly SLA target reviews and adjustments
• Regular infrastructure upgrades and optimizations
• Customer feedback integration into service improvements

We may update this Service Level Agreement from Hora to Hora to reflect changes in our services or business practices. Updates will be:

• Posted on our website with 30 days advance notice
• Communicated to Ativo users via Email
• Effective 30 days after Notificação

Continued use of our services after updates become effective constitutes acceptance of the updated SLA.