This translation is provided for convenience. The Spanish version is the binding one.
This Service Level Agreement (the "SLA") forms part of the Subscription Agreement and applies to Customers with a paid subscription whose payments are up to date. It does not apply to trial periods or to features labeled beta or preview.
1. Committed availability
| Plan | Committed monthly availability |
|---|---|
| Basic | 99.5% |
| Pro | 99.9% |
| Enterprise | 99.9% or as set out in the Order |
Availability is measured per calendar month, in Mexico City time, for the web console, the API and the mobile app synchronization service.
2. Calculation of availability
Monthly availability = (minutes in the month − minutes of downtime) ÷ minutes in the month × 100.
Downtime occurs when, according to waydot's monitoring, the console or the API returns server errors, or does not respond, for more than five consecutive minutes for all Users of a workspace. Partial downtime (for example, affecting a single module) is counted in proportion to the percentage of Users or features affected.
During downtime, the mobile app allows tickets, task lists and evidence to continue to be captured on the device, and they are synchronized once service is restored.
3. Exclusions
Downtime resulting from the following is excluded:
- Scheduled maintenance, announced at least 72 hours in advance and carried out, where possible, between 22:00 and 06:00 Mexico City time, up to 4 hours per month.
- Emergency maintenance to fix a critical vulnerability, which will be announced as soon as possible.
- Acts of God or force majeure.
- Failures of telecommunications providers, mobile networks or the Customer's internet service, or of third-party services the Customer integrates (for example, maps, payment gateways or identity providers).
- Acts or omissions of the Customer or its Users, use contrary to the documentation or the Acceptable Use Policy, or the Customer's equipment and software.
- Suspensions carried out under the Subscription Agreement.
4. Service credits
If monthly availability falls below the committed level, the Customer is entitled to a credit on the plan's monthly fee or, where applicable, on the monthly pro rata portion of the annual fee:
| Monthly availability | Credit |
|---|---|
| Below the committed level, down to 99.0% | 10% |
| Below 99.0%, down to 95.0% | 25% |
| Below 95.0% | 50% |
To claim a credit, an administrator must write to [email protected] within 30 calendar days after the end of the affected month, stating the dates and times of the downtime. waydot will validate the claim against its records and apply the credit to the next invoice. Credits cannot be exchanged for cash, will not exceed 50% of the monthly fee and do not apply while any amounts are overdue.
Credits are the compensation for failure to meet the committed availability. Notwithstanding the above, if availability is below 99.0% for three consecutive months, the Customer may terminate the Agreement and receive a refund of the prepaid, unearned pro rata portion.
5. Support
Channels: support from within the console and by email to [email protected]. Enterprise customers also have a priority channel and an assigned contact.
Business hours: Monday to Friday, 9:00 to 18:00 Mexico City time, excluding the mandatory rest days set out in article 74 of the Federal Labor Law.
Severity levels:
- S1 Critical: the platform is unavailable, or an essential function (dispatch, app synchronization or sign-in) is not working for any User and there is no workaround.
- S2 High: an important function fails or is seriously degraded, with a limited workaround.
- S3 Medium: a partial failure or incorrect behavior that does not prevent operations.
- S4 Low: usage questions, configuration requests or suggestions.
First response time:
| Severity | Basic | Pro | Enterprise |
|---|---|---|---|
| S1 Critical | 8 business hours | 2 hours, 24×7 | 1 hour, 24×7 |
| S2 High | 1 business day | 8 business hours | 4 business hours |
| S3 Medium | 2 business days | 1 business day | 8 business hours |
| S4 Low | 5 business days | 3 business days | 2 business days |
A first response means confirmation from a support engineer that the case is under review. Automated replies do not count as a first response. For S1 cases, waydot will work continuously until service is restored or a workaround is provided.
6. Backups and recovery
waydot keeps automatic daily backups of Customer Data and maintains disaster recovery procedures, with a recovery point objective (RPO) of 24 hours and a recovery time objective (RTO) of 8 hours for the core platform. These objectives are not commitments subject to service credits.
7. Incident communication
waydot will report incidents affecting availability on its status page and, where appropriate, by email to administrators. After an S1 incident, Pro and Enterprise customers may request a report setting out the root cause and the measures taken.