SLA – Support and Availability Policy
General parameters for support, service, maintenance, availability and HABORA's response times.
- Version
- 1.0
- Published on
- July 1, 2026
- Last updated
- July 1, 2026
- Next scheduled review
- July 1, 2027
1. Purpose
This Policy establishes general parameters for HABORA's support, service, maintenance and availability.
2. Support channels
Support may be provided by email, form, chat, help center or a channel defined in the contract. The legal and formal channel is juridico@haborahub.com.br.
3. Support scope
Support may cover usage questions, access problems, instabilities, technical incidents, configuration guidance and requests related to the platform. It does not include legal, accounting, tax, financial, real estate or ESG consulting, unless specifically contracted.
4. Availability
HABORA will seek to maintain availability compatible with its technical stage and the contracted plan, subject to maintenance, incidents, third parties, infrastructure, the internet, force majeure and platform evolution.
5. Maintenance
Scheduled maintenance may occur for improvements, security, fixes, updates, backups and stability. When possible, HABORA will inform of relevant impacts.
6. Priorities
Incidents may be classified as critical, high, medium or low, considering unavailability, impact on customers, security, data, critical modules and the number of affected users.
7. Response times
Response times may vary by plan. Enterprise contracts may have a specific SLA. The absence of a specific SLA implies treatment on a reasonable best-efforts basis.
8. Exclusions
Unavailability arising from third parties, the internet, user devices, credentials, incorrect settings, misuse, external integrations, force majeure or scheduled maintenance may be excluded from the availability calculation.
Contact
Questions, legal requests, privacy requests, formal communications and requests related to this policy should be sent to juridico@haborahub.com.br.
Updates
This policy may be revised to reflect legal, regulatory, technical, commercial or operational changes. The current version will remain available in the HABORA Compliance area. Material changes may require new acceptance by users, where applicable.