---
title: Service Level Agreement (SLA)
description: "Response times, availability levels and support procedures we commit to with our customers. 99.5% annual availability."
url: "https://despapeliza.io/en/service-level-agreement-sla/"
updated: "2026-11-04"
---

# Service Level Agreement (SLA)

Response times, availability levels and support procedures we commit to with our customers.

Committed annual availability: 99.5%

## 1. Purpose

The purpose of this Service Level Agreement (SLA) is to set out the terms and conditions under which maintenance, support and electronic signature services will be provided, detailing the expected service levels, response times and performance metrics.

## 2. Scope

This SLA applies to the following services:

- Maintenance and technical support services.
- Cloud electronic signature services.
- Associated infrastructure (servers, databases, among others).

## 3. Key definitions

- **Response time:** time elapsed between the creation of a support ticket and the first response from the support team.
- **Resolution time:** time elapsed between the first response and the full resolution of the problem.
- **Annual availability:** percentage of time during which the services are available to the customer over the course of a year.
- **Downtime:** accumulated minutes during which the service is unavailable.
- **Incident:** any event that causes an interruption in the normal use of the services provided.

## 4. Incident levels

Three types of incidents are defined:

- **Level 1:** incidents that affect the use of the solution or its components without interrupting the service, but degrade its quality.
- **Level 2:** incidents that interrupt the provision of the service, affecting both users and the quality of the service.
- **Level 3:** incidents that interrupt the service completely, affecting all components of the solution.

**Note:** the times indicated are business hours. Business hours are Monday to Friday, from 9:00 to 18:00, excluding public holidays.

## 5. Response and resolution times

| Incident level | Response time (business hours) | Resolution time (business hours) |
| --- | --- | --- |
| Level 1 | 4 hours | 24 hours |
| Level 2 | 2 hours | 12 hours |
| Level 3 | 1 hour | 8 hours |

## 6. Service availability

**Committed annual availability: 99.5%.**

Annual availability is calculated as the total available minutes minus downtime, divided by the total available minutes in a year.

**Formula:**

Annual availability (%) = ((Total available minutes − Downtime) / Total available minutes) × 100

## 7. Incident reporting procedure

1. The customer must report incidents by creating a support ticket on the Legale support site, available within the platform.
2. The customer must provide all the necessary information, including a detailed description of the incident, its duration, the affected devices and any previous resolution attempts.
3. The technical support team will respond within the established response times.

## 8. Handling of inactive tickets

To keep support requests handled efficiently, the following procedure applies to tickets with no response from the customer:

**Notification after 24 hours:** if no response is received from the customer within 24 hours of the support team's last message, a reminder email will be sent asking for a reply to keep the ticket open. The customer will be notified by email.

**Automatic closure after 72 hours:** if a further 48 hours pass (72 hours in total since the last message) without a response from the customer, the ticket will be closed automatically. The customer will be notified of the closure by email.

This procedure ensures timely and efficient handling of support requests, allowing the team to focus on active cases and prioritize customers' needs appropriately.

## 9. SLA exclusions

This SLA does not cover incidents caused by:

- Factors beyond the reasonable control of the company's providers (for example, failures in external networks).
- Misuse of the service by the customer, contrary to the documentation provided.
- Hardware or software not provided or certified by third parties.
- Tests on beta or pre-production versions.
- Unauthorized access due to security failures attributable to the customer.

## 10. Service levels for electronic signature

- Committed annual availability for the electronic signature service: 99.5%.
- Downtime for updates: total downtime for scheduled updates will not exceed 23 hours per year.

## 11. Cloud infrastructure SLA (Azure)

- **Azure Active Directory:** 99.9% annual availability for the Azure Active Directory Basic and Premium services.
- **Cloud services and virtual machines:** at least one role instance is guaranteed to have connectivity 99.95% of the time.
- **Azure Firewall:** 99.95% availability for Azure Firewall.

## 12. SLA review and updates

This SLA will be reviewed annually or whenever necessary due to changes in the services or in the customer's requirements. Updates will be communicated in writing and must be approved by both parties.

## 13. Legal scope

Despapeliza guarantees that its electronic signature services comply with Chilean Law No. 19,799 on Electronic Documents, Electronic Signatures and Certification Services, as well as other applicable regulations, such as General Rule No. 434 of the Financial Market Commission (CMF) and the labor provisions of Ruling 3161/064 of Chile's Labor Directorate (Dirección del Trabajo).

## 14. Exceptions for urgent signature availability

In exceptional situations where the customer runs out of available signatures and, due to the urgency of sending documents for signature, requires an immediate solution while the purchase order is processed and sent to Despapeliza, a maximum response time of 3 business hours is guaranteed for loading a minimum signature package. This procedure ensures the continuity of the customer's signing flow and addresses the contingency in a timely manner, keeping the service operational. This request must be made through a ticket on the Legale platform or by email to [administracion@despapeliza.cl](mailto:administracion@despapeliza.cl).

Need additional documentation for your vendor assessment? Write to us at [sales@despapeliza.io](mailto:sales@despapeliza.io) or visit the [Trust Center](https://despapeliza.io/en/trust-center/).