Sign up
Back to Policies & Terms
Legal document

Service Level Agreement (SLA) – SafeImob B2B

Last updated: May 12, 2026

This Service Level Agreement ("SLA") sets the performance, availability, and technical support standards SafeImob commits to provide to its enterprise customers (Developers and Agency Hub customers). This document is an integral part of the Terms and Conditions of Use for the B2B segment.

1.Service availability (uptime)

SafeImob will use commercially reasonable efforts to ensure that the platform and the Agent Fabric Studio infrastructure are available with a monthly uptime of at least 99.9%.

  • Calculation: Uptime is calculated monthly, excluding scheduled maintenance windows and force majeure events.
  • Monitoring: Availability is monitored through external tools and internal logs of distributed systems.

2.Technical support and response times

For B2B customers, SafeImob offers priority support. Support requests are classified by incident severity:

  • P1 - Critical

    Definition: Platform fully inaccessible or total SafeGate failure.

    Initial response time: Within 2 hours (24x7)

  • P2 - Urgent

    Definition: Core functionality (Search/Schedule) with a serious error affecting multiple users.

    Initial response time: Within 4 hours (business hours)

  • P3 - Normal

    Definition: Minor errors, configuration questions, or interface issues.

    Initial response time: Within 12 hours (business hours)

  • P4 - Low

    Definition: Improvement suggestions or new feature requests.

    Initial response time: Within 48 hours (business hours)

3.Maintenance windows

To ensure SafeAgent integrity and infrastructure security updates, we perform periodic maintenance:

  • Scheduled maintenance: Preferably between 01:00 and 05:00 (Brasília time). Customers will be notified 48 hours in advance.
  • Emergency maintenance: Critical security or stability cases requiring immediate action without prior notice.

4.Service credits

If SafeImob does not meet the 99.9% availability commitment, the customer may request service credits to be applied on the following month's invoice:

  • Availability between 99.0% and 99.8%: 10% of the monthly fee as credit.
  • Availability below 99.0%: 25% of the monthly fee as credit.

5.Exclusions

The SLA commitment does not apply to failures resulting from:

  1. Issues with the end user's internet connection or access provider;
  2. Misuse of SafeImob APIs or incorrect configuration by the customer;
  3. Instability in integrated third-party services (e.g., Google Calendar, bank APIs, Asaas) outside SafeImob's control;
  4. Actions by external agents, such as denial-of-service (DDoS) attacks.

6.Incident management

All incidents must be reported through official channels: B2B Support Panel or by email at suporte@safeimob.com.br, providing the technical details needed to reproduce the error.