The purpose of this document is to indicate the level of service in terms of availability of the Services provided by the Certyfirma website, belonging to iCommunity Labs & Tech SL (hereinafter referred to individually as “the Provider” or jointly as “the Providers” or “Certyfirma”), as well as to describe the processes of reporting, cataloguing, escalation and resolution of incidents in the services offered and their corresponding response times.

This Service Level Agreement (SLA) shall be in force from the date of commencement of the corresponding service contract until the date of termination of the contractual relationship for the provision of the services covered by this document.

The services will be available according to the indications indicated in this document and extensions of the same cannot be accepted without first evaluating the impact that this could have on other services or clients.

This SLA covers technical support for the following services:

• Certyfirma (e-signature platform), general panel and API

Definitions of services:

• Product Specialists: They are experts in the products and services offered by Certyfirma.
• Customer Success Dedication: This refers to Certyfirma’s commitment to guarantee its customers’ success by providing them with a Customer Success Manager.
  This implies providing personalized service, guidance and recommendations to help customers achieve their goals using Certyfirma’s solutions.
• Business Reports: These are reports that provide detailed analysis on Certyfirma’s solutions.
  These reports can include data on usage, consumption and other relevant indicators.
• Request for Information: Refers to the channel through which customers request additional information about Certyfirma’s products or services.
• Product Roadmap: It is a strategic plan that describes the future improvements, updates and features that are planned for Certyfirma’s products.
  The roadmap provides customers with an overview of the direction in which product development is heading.
• Features Request: These are requests to add new features or functionalities to Certyfirma’s existing products.
  These requests may come from specific needs, or from market trends that require new capabilities in Certyfirma’s solutions.

The availability of the Services is the period in which there are no interruptions that make it impossible for the Customer to use them or connect to the Platform.

Providers may interrupt the service to perform maintenance and upgrade work on the Services.

Maintenance windows are agreed for ordinary or extraordinary maintenance activities.
These windows will not be counted to measure the availability of the service.

Except in the case of urgent safety measures due to external causes, as a general rule, maintenance operations will take place during daylight hours (9:00 to 18:00 from Monday to Friday) and on non-holiday days.

The Providers limit their liability to the provision of the Services, therefore, they shall not be liable for any performance issues due to:

• unavailability or slowness in the network connecting the Customer’s environment with the Providers’ infrastructure and data centers,
• incorrect configuration or dimensioning of the Customer’s infrastructure,
• improper installation or configuration of software using the Providers’ services on the Customer’s infrastructure.
• Interruptions or incidents of third parties with which the service communicates (Neocheck)
• Cyber attacks or cases of force majeure.

Once the implementation of the services contracted by the Client has begun, the Client will be covered by the Technical Support Service to ensure its operational continuity in the event of possible incidents and problems that may occur during its operation.

Reported incidents will be categorized according to the following classification, based on business impact, number of users affected and urgency:

The times indicated in days and hours refer to working days and hours in standard time (from 8:30 am to 5:30 pm from Monday to Thursday and from 8 am to 3 pm on Friday) of the GMT+01 time zone.

With the response, the Customer will be informed by e-mail of the criticality chosen for the declared incident.

Those incidents that require a new version of a product will be identified as non-urgent (P3) and the definitive solution time will be placed at the time of the deployment of that version.

• Support Services, available at https://certyfirma.com/soporte
• Via email at: info@certyfirma.com

The Customer shall provide the Supplier with contact details (e-mail and telephone) for communication purposes.

Will not be considered, for the purposes of response and resolution times, “scheduled outages” of services caused by:

• Works that imply service interruption and that are necessary to improve the operation of the service.
• Preventive maintenance of infrastructures.
• Software Upgrades.
• Incidents that the parties determine are not the Supplier’s responsibility.

Scheduled outages will be notified at least 48 hours in advance through the established communication channels.

The Support SLA excludes:

• the resolution of problems arising from modifications to the infrastructure services, made without the explicit knowledge and authorization of the provider, or other than those included in the practices and policies of the service.
• Any problem caused by factors beyond the supplier’s control, including any unforeseeable cause or for reasons of force majeure in accordance with article 1.105 of the Spanish Civil Code.

The communication of the incident by Initial Support must contain the minimum information necessary to be able to attend the incident in the committed times.
The information marked with * below will be essential to be able to attend the request; the committed times will begin to run only when this information is complete.

Information to be contained in each incident report:

• The name of the product/service*.
• The name of the CLIENT*.
• The type of action (incident/consultation/request/request/communication/etc.) in a descriptive title
• urgency of resolution (critical/high/low priority)
• In case the incident is related to a specific user, please include his/her user name in the application*.
• The date and time when the incident occurred (format dd/mm/yyyy hh:mm)*.
• Detailed description of the incident (may be completed with screenshots, if necessary)*.
• The error code (if displayed).
• The steps followed for the replication of the incident in Initial Support.
• The data of the environment in which the incident occurred (operating system/browser/software versions/etc.)*.
• Other pertinent data.