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.
This SLA covers the following services:
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.
The following circumstances are excluded from the availability guarantee:
VIPER offers comprehensive technical support for all its services. Support is available 24 hours a day, 7 days a week, through the following channels:
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.
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.
VIPER clients have the responsibility to:
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.
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.
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.
This document is a translated adaptation of the original Spanish text, which constitutes the sole legally binding version. In the event of any discrepancy between this version and the original, the Spanish text shall prevail.