1. DEFINITIONS AND TERMINOLOGIES
Task: Action required to fulfill a user’s request.
Incident: Any interruption or disruption of a system functionality.
Question: When you need to perform an action but are unsure or have doubts about how to proceed.
2. SUPPORT
2.1 FIRST RESPONSE TIME:
Response time from the Blip Go! support team based on the contracted plan:
| Plan | First Response Time |
| Pro | up to 45 minutes |
2.2 ESTIMATED TIME FOR PROPOSING A SOLUTION:
Blip Go! reserves the right to reprioritize tickets based on their criticality, regardless of specific customers, in order to prioritize the interests of the entire customer base and business continuity.
| Criticality | Estimated time for solution |
| Urgent criticality | 1 business day |
| High criticality | Up to 10 business days |
| Normal criticality | Not defined |
Definitions:
- Urgent Criticality:
- The system is unavailable.
- Data security is severely compromised.
- The system is available, but one or more functionalities are completely inoperative, impacting a significant percentage of users.
- High Criticality:
- There is a problem that limits a functionality and affects multiple users.
- Normal Criticality:
- There is a problem, but it does not limit the use of the functionality, there is a workaround, or it does not affect a large set of users.
- Request for new functionalities.
- Request for information/usage limits.
The above cases do not apply in case of unavailability in Blip Go!’s commercial partners. Blip Go! will be responsible for contacting the partner to resolve the issue as quickly as the partner’s policy allows, keeping its customer base informed of the progress whenever possible.
The deadlines are counted from the moment Blip Go!’s support accepts the ticket.
Any impossibility to meet the above mentioned deadlines will be communicated and justified to the customer, demonstrating Blip Go!’s good faith in resolving the issue, and will not imply contractual non-compliance.
2.3 SUPPORT HOURS
Blip Go! strives to minimize service interruptions by performing preventive maintenance within windows from 23:00 to 05:00 (GMT-3), but cannot guarantee that this will always be the case.
Blip Go! will monitor its own failures during business hours (8X5).
3. TECHNICAL RESTRICTIONS
Only conversations and messages from the last 3 months will be stored and made available on the platform.
4. TECHNICAL REQUIREMENTS
The Blip Go! platform is exclusively sold under the SaaS (Software as a Service) model, a software distribution and commercialization model. Within this model, Blip Go! is responsible for providing the necessary infrastructure to the customer.
- Official support for the latest version of the Google Chrome browser (other browsers have portability, but official support is for Chrome).
- Officially supported version by the manufacturer of Microsoft Windows and Apple Mac OS operating systems.
- All operators must have a computer with a minimum of 4GB of RAM (8GB recommended) and internet with a minimum of 10 Mbps. Recommended 30 Mbps.
- All operators must have an individual email for login and individual use of the tool.
5. SUPPORT CHANNELS
The support service is exclusive to paying customers and is only for resolving incidents or failures on the Blip Go! platform through the link https://support.blip.ai/hc/en-us or WhatsApp (+55 (31) 3349-6201).
Questions from all customers, paying and non-paying, will be addressed through the community https://community.blip.ai/ and the Blip Go! help center https://bligo.take.net/central-de-ajuda.
6. CHANGES TO THE SLA
We reserve the right to update the content of the SLA at any time. Any changes will be published on our website and will take effect immediately.
