Support Policy and SLA
1 - Objective
This policy establishes guidelines for providing technical support services and defines the service levels (SLA) guaranteed by LinkFlow Sistemas to its users and clients. The objective is to ensure transparency and efficiency in resolving incidents and requests.
2 - Support Channels and Hours
LinkFlow technical support is available through the following official channels:
- Email: suporte@linkflow.com.br
- Platform: WhatsApp or opening a ticket directly in the LinkFlow support system
- Operating Hours: Monday to Friday, from 08:30 to 18:00 (Brasília time), except national holidays
3 - Priority Classification and Service Levels
Tickets are classified according to the impact on the client's operations:
| Severity | Definition | Response Time | Resolution Time |
|---|---|---|---|
| Critical | System completely unavailable or data loss | 1 hour | 4 hours |
| High | Main functionality with error, no alternative (workaround) | 1 hour | 8 hours |
| Medium | Bug in secondary function or error with usage alternative | 1 hour | 72 hours |
| Low | Questions, improvement requests or aesthetic errors | 1 hour | 120 hours |
3.1 - SLA Counting Rules
For the purpose of complying with the Response and Resolution deadlines defined in this policy, only Business Hours will be considered, defined from Monday to Friday, from 08:30 to 18:00 (Official Brasília Time), excluding national and municipal holidays of the CONTRACTOR's headquarters.
- Deadline Suspension: Tickets opened outside service hours will have their deadline started only at the first minute of the subsequent business hour.
- Timer Pause: The SLA timer will be automatically suspended whenever the CONTRACTOR requests information, tests or access from the CONTRACTEE, resuming only after receiving the complete response.
- Third-Party Dependency: The CONTRACTOR is exempt from meeting deadlines in cases of unavailability resulting from third-party services (e.g., cloud infrastructure providers, internet operators, government APIs or global failures of integrated services).
4 - Development and Improvement Requests
Requests that require changes to the source code, new features or custom integrations follow specific rules:
- Feasibility Analysis: Every request will be technically evaluated by the IT team
- Internal Schedule: If approved, they will be inserted into the development backlog according to internal planning
- No Execution Guarantee: Opening a ticket does not guarantee implementation, with the decision being at LinkFlow's sole discretion
5 - Service Availability (Uptime)
LinkFlow uses cloud infrastructure (AWS and Azure) to guarantee a monthly availability target of 99.5%.
- Preventive maintenance is not counted as unavailability when previously communicated
6 - Incident Management
In case of security incidents, the team will follow the protocols described in the Incident Response Plan (PL03), aiming at immediate containment and protection of client data.