{"id":3126,"date":"2026-02-06T11:32:47","date_gmt":"2026-02-06T14:32:47","guid":{"rendered":"https:\/\/goevoscm.com.br\/?page_id=3126"},"modified":"2026-08-15T14:01:07","modified_gmt":"2026-08-15T17:01:07","slug":"sla-plataforma-goevo","status":"publish","type":"page","link":"https:\/\/goevo.com.br\/en\/sla-plataforma-goevo\/","title":{"rendered":"GOEVO Platform \u2013 SLA"},"content":{"rendered":"
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Service Level Agreement (SLA) <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 SLA \u2013 Service Level Agreement for the GOEVO Platform (SaaS)<\/b><\/p>

This Service Level Agreement (\u201cSLA\u201d) establishes the operational standards for availability, support, and service applicable to the GOEVO Platform, having an institutional and operational character, and is an integral part of the Service Provision Contract \u2013 Software as a Service (SaaS) and the respective Contracting Term \/ Order Form by reference.<\/span><\/p>

  1. OPENING HOURS AND CHANNELS<\/b><\/li><\/ol>
    • Official Channel:<\/b> GOEVO Call Center Portal<\/span><\/li>
    • Opening Hours:<\/b> Weekdays, from <\/span>9:00 AM to 6:00 PM<\/b> (Brasilia time)<\/span><\/li>
    • Language:<\/b> Portuguese<\/span><\/li><\/ul>

      Requests made outside of business hours can be registered on the Helpdesk Portal and will be processed on the next business day.<\/span><\/p>

      1. CALL CLASSIFICATION<\/b><\/li><\/ol>

        The calls will be classified according to their operational impact:<\/span><\/p>

        Classification<\/b><\/p><\/th>

        Description<\/b><\/p><\/th>

        Example<\/b><\/p><\/th><\/tr><\/thead>

        Critical<\/b><\/p><\/td>

        Platform unavailable or malfunctioning, completely preventing operation.<\/span><\/p><\/td>

        System is down.<\/span><\/p><\/td><\/tr>

        High<\/b><\/p><\/td>

        Essential functionality unavailable, with significant impact.<\/span><\/p><\/td>

        Non-functional approval<\/span><\/p><\/td><\/tr>

        Average<\/b><\/p><\/td>

        Partial failure or unexpected behavior without critical impact.<\/span><\/p><\/td>

        One-off error<\/span><\/p><\/td><\/tr>

        Low<\/b><\/p><\/td>

        Questions, guidance, or requests with no operational impact.<\/span><\/p><\/td>

        Usage questions<\/span><\/p><\/td><\/tr><\/tbody><\/table>

        1. SERVICE LEVELS (SLA)<\/b><\/li><\/ol>

          Classification<\/b><\/p><\/th>

          First Aid<\/b><\/p><\/th>

          Update<\/b><\/p><\/th><\/tr><\/thead>

          Critical<\/b><\/p><\/td>

          Until <\/span>12 hours<\/b><\/p><\/td>

          As it evolves<\/span><\/p><\/td><\/tr>

          High<\/b><\/p><\/td>

          Until <\/span>24 hours<\/b><\/p><\/td>

          As it evolves<\/span><\/p><\/td><\/tr>

          Average<\/b><\/p><\/td>

          Until <\/span>48 hours<\/b><\/p><\/td>

          As it evolves<\/span><\/p><\/td><\/tr>

          Low<\/b><\/p><\/td>

          Until <\/span>72 hours<\/b><\/p><\/td>

          As needed<\/span><\/p><\/td><\/tr><\/tbody><\/table>

          The response time refers to the initial technical contact, not necessarily the final solution.<\/span><\/i><\/p>

          1. PLATFORM AVAILABILITY<\/b><\/li><\/ol>

            Availability will be determined based on GOEVO's internal monitoring records, considering the reference monthly period.<\/span><\/p>

            4.1. The following are not considered unavailability:<\/b><\/p>

            • Scheduled maintenance, previously communicated.<\/span><\/li>
            • Connection, internet, or infrastructure failures on the part of the CONTRACTING PARTY.<\/span><\/li>
            • Force majeure incidents.<\/span><\/li>
            • Failures in third-party services (e.g., cloud providers, telecommunications).<\/span><\/li><\/ul>
              1. MAINTENANCE AND UPDATES<\/b><\/li><\/ol>

                GOEVO may perform corrective, evolutionary, or preventive maintenance, always seeking to minimize impacts on operations whenever possible.<\/span><\/p>

                Scheduled maintenance can be communicated in advance via electronic means.<\/span><\/p>

                1. SCOPE OF SUPPORT<\/b><\/li><\/ol>

                  Standard support includes:<\/span><\/p>

                  • Correction of faults and non-conformities.<\/span><\/li>
                  • Guidelines on how to use the Platform.<\/span><\/li>
                  • Operational support as per the contracted plan.<\/span><\/li><\/ul>

                    The following are not included in the SLA:<\/span><\/p>

                    • Customizations.<\/span><\/li>
                    • Integrations.<\/span><\/li>
                    • Functional adjustments on demand.<\/span><\/li>
                    • Services outside the scope of the contract.<\/span><\/li><\/ul>

                      These requests will be handled as professional services, subject to a quote.<\/span><\/p>

                      1. LIMITATIONS<\/b><\/li><\/ol>

                        This SLA does not provide for automatic fines, financial credits, or penalties in case of non-compliance with the deadlines defined herein, and in any case, the limitations of liability stipulated in the SaaS Agreement shall apply.<\/span><\/p>

                        1. EFFECTIVE DATE<\/b><\/li><\/ol>

                          This SLA will remain in effect for the duration of the Software as a Service (SaaS) Agreement, and may be updated by GOEVO through the publication of a revised version on its official channels, becoming effective upon publication.<\/span><\/p>

                          GOEVO \u2013 Governance, visibility, and decision-making in every expenditure.<\/b><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

                          Acordo N\u00edvel Servi\u00e7o (SLA) \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-3126","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nSLA da Plataforma GOEVO<\/title>\n<meta name=\"description\" content=\"Acordo de N\u00edvel de Servi\u00e7o da Plataforma GOEVO, com n\u00edveis de atendimento, disponibilidade e regras de suporte.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/goevo.com.br\/en\/sla-plataforma-goevo\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Plataforma GOEVO - 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