SLA and support policy
General commitments on availability, support, maintenance and incident response applicable to the UWOD Service. Applies equally to all Customers, unless otherwise agreed in writing. Complements the Terms of service.
1. Channels and hours
- Primary channel: contacto@uwod.app.
- Standard business hours: Monday to Friday, 09:00–18:00 Santiago de Chile time, except holidays.
- Out-of-hours support is handled on a reasonable-availability basis; it is not a 24/7 commitment.
2. Priorities and response times
The times below are first response in business hours, not resolution times. Resolution depends on technical complexity.
| Priority | Definition | First response |
|---|---|---|
| P1 — Critical | Platform down, total inability to operate. | 4 business hours |
| P2 — High | Key module with severe error, no workaround available. | 8 business hours |
| P3 — Medium | Partial error with workaround available. | 24 business hours |
| P4 — Low | Query, minor enhancement, configuration. | 48–72 business hours |
3. Availability
AppByte makes commercially reasonable efforts to keep UWOD available, secure and operational. By default, no specific availability percentage or 24/7 coverage is guaranteed. Quantitative availability commitments may be agreed in writing through specific proposals or annexes.
4. Environments covered
This SLA applies only to the production environment. Test and development environments are excluded and may have limited availability, retention and support. See the Acceptable use policy for details.
5. Exclusions
The SLA and support do not cover:
- scheduled maintenance with reasonable advance notice;
- third-party failures (payment gateways, banks, hosting, internet, Customer equipment, third-party software);
- force majeure or fortuitous events;
- use contrary to the Terms, Acceptable Use Policy or AppByte's instructions;
- customizations or custom integrations not contracted;
- extensive training, operational consulting or unagreed professional services;
- errors derived from configurations, parameters, plan prices, schedules or programming defined by the Customer.
6. Maintenance
Scheduled maintenance is performed preferentially in low-traffic windows with reasonable notice. Emergency maintenance may be performed without prior notice when there is a security or stability risk.
7. Backups and restoration
AppByte maintains reasonable Platform backup routines. Full or partial restoration on Customer request may carry a cost depending on complexity. Technical backups do not replace the Customer's accounting, tax or legal obligations to keep its own backups.
8. Service credits
By default, this SLA does not include automatic service credits for breaches. Credit schemes are reserved for specific written commercial agreements.
Version 1.0. Last updated: 2026-06-26.