Service Level Agreement (SLA) | VIPER

1. Introduction

The Service Level Agreement (SLA) of VIPER SpA ("VIPER") establishes the availability and technical support commitments for services provided to clients, including VIPER App, VIPER MASS, VIPER ONE, VIPER GO and VIPER CREW. This SLA defines service expectations, response levels and the responsibilities of both VIPER and its clients.

2. Covered Services

This SLA covers the following services:

VIPER App: Mobile platform for emergency coordination.
VIPER MASS: Mass notification platform.
VIPER ONE: Computer-aided dispatch (CAD) system.
VIPER GO: Mobile application for emergency vehicles.
VIPER CREW: Personnel and resource management system.

3. Service Availability

VIPER commits to ensuring an availability level of 99.9% annually for its services, excluding planned downtime for maintenance. Service availability is measured based on platform accessibility and the ability to perform essential operations.

3.1. Availability Exceptions

The following circumstances are excluded from the availability guarantee:

Planned Maintenance: Previously notified maintenance tasks.
Force Majeure: Events beyond VIPER's reasonable control, including natural disasters affecting the locations where VIPER servers operate, power supply failures and cyber attacks.
Client Actions: Downtime resulting from actions or inactions of the client or its agents, including configuration errors and negligence in credential management.

4. Technical Support

VIPER offers comprehensive technical support for all its services. Support is available 24 hours a day, 7 days a week, through the following channels:

Email: contacto@viper.cl
Ticket System: VIPER online support portal
Phone and WhatsApp Contact: Provided directly to each client, depending on the assigned support executive and the contracted support level.

4.1. Support Levels

Level 1 Support: Resolution of common issues and general assistance. First point of contact for all support requests.
Level 2 Support: Handling of complex technical problems and inquiries requiring specialized knowledge.
Level 3 Support: Escalation to development teams for critical problems requiring engineering intervention.

4.2. Response and Resolution Times

Critical Incidents: Response within 2 hours. Priority resolution for system failures affecting critical operations.
Major Issues: Response within 4 hours. Includes problems affecting significant but non-critical functionality.
General Inquiries: Response within 48 business hours. Includes information requests, non-urgent assistance and feature improvements.

5. Maintenance and Updates

VIPER commits to performing maintenance tasks and updates in a manner that minimizes service disruption. Software updates, security improvements and routine maintenance tasks will be carried out outside peak hours, and clients will be notified at least 48 hours in advance.

5.1. Proactive Maintenance

VIPER performs proactive maintenance to ensure optimal service performance. This includes continuous monitoring, security patches and system optimization. Proactive maintenance activities are typically transparent to the end user.

6. Client Responsibilities

VIPER clients have the responsibility to:

Provide Accurate Information: Keep contact information and account data up to date.
Cooperation: Collaborate with the VIPER support team by providing relevant information and system access when necessary for problem resolution.
Credential Management: Ensure the protection of access credentials and follow VIPER's recommended security best practices.

7. Non-Compliance Penalties

In the event of non-compliance with the availability and support commitments established in this SLA, VIPER commits to providing compensation to affected clients. Compensation may include service credits or subscription extensions, as determined by VIPER at its discretion.

8. SLA Review

VIPER reserves the right to review and modify this SLA periodically to reflect changes in services, legal requirements or best practices. Modifications will be communicated to clients in advance and will be considered accepted if the client continues using the services after the effective date of the modifications.

9. Support and Complaints Contact

For technical support or to file complaints related to non-compliance with this SLA, clients may contact:

VIPER SpA
Email: contacto@viper.cl
Address: Brown Norte 100, of 303, Ñuñoa, Santiago de Chile.