SERVICE LEVEL AGREEMENTS (SLA)

Version 13 – 09 July 2024 – SYC-PR-008

This document sets out the commitments, responsibilities, contact channels and service-level targets that underpin the optimal performance of COCO Tecnologies tools in compliance with applicable regulations. These agreements come into force once COCO receives a formal request from an authorised entity for timely specialist intervention.

Provide THE CLIENT with comprehensive Incident-Management Support for the COCO services covered under the contracted plan.

The SLA covers only the following services:

• Appointment-scheduling service
• Appointment-confirmation service
• Qualification call service
• Inbound & outbound call service
• Automated Waiting-Room service
• Telemedicine (video-call platform)
• WhatsApp Chatbot service
• AFR automated call-flow system 
• Incident-support and resolution service

* Support for faults is included and incurs no additional fees.

Not included

• Hardware incidents (e.g., computers) 
• Network and communications outages on the client’s side (Wi-Fi, Internet). The client must ensure connectivity and accepts this condition by accessing, browsing and/or registering on the site.
• Incidents affecting software not listed in this section (i.e., non-COCO applications).

COCO is responsible for uninterrupted operation of the services it develops and controls, including infrastructure, application, modules, databases, integrations, access control and the information generated by THE CLIENT.

If an incident affects service operation, the following root-cause-oriented procedure applies.

The following criticality levels are defined to route requests to the appropriate support channel and ensure the shortest possible time to resolution.

Scheduled maintenance: COCO will notify clients at least 5 calendar days in advance via a pop-up in the COCO app, specifying date, time and expected duration. 

Self-service resources: Clients have access to the EASY self-learning portal and public Help Centre at https://cocotecnologias.zendesk.com/. https://cocotecnologias.zendesk.com/ where the procedures can be accessed in both visual and textual formats.

This agreement provides for remote technical support. If on-site assistance is required, Operations Management will first assess its necessity.

NOTE: On-site support incurs no additional cost, provided the intervention falls under COCO’s warranty obligations to the Client and is approved by Operations Management.

If THE CLIENT need a full-time COCO specialist on-site, the request must be made through the assigned account executive; COCO will evaluate the situation’s criticality before authorising travel.

Natural support hours:

• Monday–Friday, 8:00 a.m.–5:00 p.m., and Saturday, 8:00 a.m.–12:00 p.m.
  (GMT-5).
• Passive on-call coverage 24/7 outside the hours indicated above.

COCO guarantees that all contracted modules/layers will remain continuously available in the cloud (Internet) as long as the Client is current with service payments. Should a service interruption occur, COCO will, as an information-security measure, perform daily system backups, allowing data retrieval and restoration for up to 35 days in the event of damage or attack. COCO also maintains a 24-hour passive on-call technical team to ensure platform stability and continuity of contracted services.

Aditional COCO shall not be liable for any loss, damage, or harm arising from attacks, hacking, outages, or interruptions caused by external cloud operators or third-party software beyond COCO’s control, including but not limited to:

• AWS (Amazon Web Services) cloud servers
• National telecommunications providers (e.g., Claro, Tigo, Telcel, Movistar, Orange, T-Mobile, or similar)
• Regulatory changes issued by Ministries or Secretariats of Communications, Technology, or other governmental bodies that impact normal operations
• Google or Microsoft services
• Any third-party software or platform to which COCO connects at the Client’s request and on which the data flow or user experience depends

By engaging COCO, the Client acknowledges and accepts the inherent characteristics of Internet-based service delivery, given the open, decentralized, and global nature of the network.

Non-exhaustive examples of events that may temporarily interrupt service—including those that, whenever feasible, will be pre-announced and scheduled with the Client—are:

• Maintenance tasks on servers and/or data lines
• Repairs of faults on servers and/or data lines
• Deliberate attacks on system security or integrity
• Computer viruses or malicious code on pages that make up, or are accessible from, the site. To the fullest extent permitted by law, COCO disclaims all liability of any kind arising from any temporary unavailability of the site on the Internet.

COCO’s privacy policy, in compliance with Colombian Statutory Law 1581 of 2012 on Personal Data Protection and related regulations, encompasses all information provided by the Client—whether oral, graphic, or written—and, in the latter two cases, any information contained in shared documents.

COCO will use the information supplied by the Client solely to fulfil the commercial purpose of the partnership and undertakes to maintain the strictest confidentiality regarding such information. COCO will remind its employees, associates, and any person who, because of their relationship with COCO, requires access to this information of their confidentiality obligations, ensuring proper fulfilment of COCO’s commitments to the Client.

Neither COCO nor the individuals mentioned above may reproduce, modify, publish, or disclose to third parties any information covered by this agreement.

De parte de EL CLIENTE:

• Ensure the necessary hardware and software so that COCO can deliver the service properly (e.g., communication links, client computers, remote access, etc.).
• Provide documentation of the infrastructure through which the platform is accessed.
• Request and schedule special services in advance.
• Be available to supply critical connection information within two (2) hours of COCO’s request to help resolve an incident.
• Use COCO tools solely for lawful purposes aligned with the entity’s mission.
• Report incidents via official channels and furnish any information the COCO operator requests to enable root-cause resolution.
• Make timely payment for the services provided.
• Cover travel expenses incurred when a specialist must visit the client’s site.

COCO’s Responsibilities:

• Ensure 99.5 % availability of the contracted services.
• Provide the Client with up-to-date information for consulting procedures.
• Maintain trained support staff capable of resolving incidents.
• Offer refresher sessions so the Client can effectively use COCO’s tools.

The Client may, at its sole discretion and with 30 days’ prior written notice to COCO Tecnologías, permanently withdraw the site from the Internet—and therefore all services delivered from or through it—provided such action aligns with the terms of the governing commercial contract, licence, service agreement, or other commercial relationship with COCO Tecnologies. COCO Tecnologies shall be released from all liability of any kind for any consequences arising from the permanent suspension of those services.

Any action by THE CLIENT that violates this agreement, any specific conditions governing particular services, applicable law, or generally accepted good practice in Colombia (or in the Client’s jurisdiction), or that could endanger or damage systems, equipment, or services directly or indirectly accessible through the Site, will be handled in accordance with the penalties and intellectual-property provisions set out in the governing commercial contract, licence, service agreement, or other commercial relationship established with COCO Tecnologies. 

COCO reserves the right to terminate the service—consistent with the existing commercial relationship—should suspicious Client activity be detected that could compromise the integrity or reputation of the company.