Service Level Agreement (SLA)
Linkana's commitments on availability, performance and support.
Updated on
Translation for reference. This document is provided as a courtesy English translation. The legally binding version is the Acordo de Nível de Serviço in Portuguese.
Service-Level Objective (SLO)
Linkana’s hosted SaaS platform commits to monthly availability percentages with corresponding remediation, except where otherwise agreed in your subscription contract.
| Monthly availability | Refund (% of monthly invoice) |
|---|---|
| Above 99.7% | 0% |
| 98.0% to 99.7% | 4% |
| 95.0% to 98.0% | 7% |
How to claim
To request remediation, notify Linkana’s support team within 30 days of identifying the issue. Provide screenshots and/or screen recordings as evidence. Failure to meet these conditions may result in loss of remediation rights.
Maximum remediation
The maximum remediation for unavailability is capped at 10% of the total invoice for the affected month. Remediation is applied as credit on a future invoice within 30 days of approval.
Exclusions
- Features in conceptual or development stages, or marked alpha/beta;
- Features not core to supplier management;
- Features specifically excluded by contract;
- Loss of connectivity due to the customer’s VPN or internal systems;
- Non-production environments (test, staging);
- Third-party on-premises or cloud infrastructure contracted by the customer;
- Endpoint unavailability for integrations (covered by separate SLA);
- Issues caused by factors outside Linkana’s reasonable control;
- Issues caused by customer or third-party software/hardware;
- Abuse or behavior in violation of this SLA.
For the complete and binding text in Portuguese, see /sla/.