Service level agreement

We guarantee that the API modernization services and FullRestack AI Middleware, for viewing and managing your data and documents, will be available 99% of the time.

The service level agreement will not apply when the inability to view data and documents is due to issues with internet connection points, services outside the FullRestack infrastructure, or configuration changes that affect access.

The control panel and support chat, hereafter referred to as the support forum, are the sole means for technical user support. If for any unforeseen reason the forum is unavailable at the required moment, the option of email will be available. The forum operates over the internet in response to the demand for timely, agile, and innovative technical support.

During the validity of the support and continuous improvement service, the user has a key to access the forum and transmit to the FullRestack customer service area any inquiries, suggestions, or aspects related to general operability, and to receive satisfactory guidance or a solution to the situation presented according to the assigned priority.

Priorities determine the order of attention for each query, suggestion, or problem submitted through the forum. The user, when submitting the issue in the forum, shall assign the priority as follows:

1. 1 High: When the situation presented prevents the normal use of system functionality and the user cannot carry out the task at hand, and no alternative mechanisms or procedures exist to help find the solution. In this case, the maximum response time is 24 hours.
2. 2 Medium: When the situation involves a non-vital system functionality, or alternative mechanisms and/or procedures exist that allow the user to continue their work. The maximum response time in this case is one (1) calendar month.
3. 3 Low: Those suggestions that constitute innovations or changes affecting the concept or structure of the system. The response time will depend on the innovation or development program being carried out in the tool at the time.

FullRestack, as soon as it receives the corresponding query (within a maximum of 24 hours), prepares a response with a diagnosis to confirm the priority and proceed to handle the case.

Due to its general nature, the matters addressed through the forum are considered public information for users of the same client who include information in the forum, such that responses or solutions will have the same open and available character for said user.

Responses to queries, suggestions, or problems submitted will be given according to the technical study of each case, with the aim of finding the most convenient solution, which includes the possibility of dismissing any suggestion deemed inappropriate or outside the general concept of the system.

Forum interventions must be carried out using all elements of written expression that allow for a clearer and more precise definition, with appropriate language, where respect and ethics prevail. FullRestack reserves the right to remove from the forum any suggestion or comment that does not comply with the above, via an email communication addressed to the corresponding user.

While this agreement is in force and the user has the AI Middleware service, updates will be carried out automatically, with prior notice of the update. Likewise, the user subject to this license agrees to safeguard or protect, through appropriate security measures, the source codes of the new AI Middleware updates, as their use is entirely restricted to the user in question.

All information contained in this document, as well as the programs and components described, are the intellectual property of FullRestack; all rights not explicitly granted are reserved.