Service level agreements (SLA)

Objective

To provide THE CLIENT with a comprehensive Incident Management Service for COCO's services based on the contracted plan. This page clarifies the commitments, responsibilities, channels, and service levels that support the optimal functionality of COCO Tecnologías tools as a guarantee in accordance with current regulations. Version 13 – 09/07/2024 (SYC-PR–008).

Definitions

THE CLIENT: Any entity that contracts COCO Inversiones Tecnológicas S.A.S. services. COCO OPERATOR: Customer service professional assigned to the incident. COCO IMPLEMENTER: Professional assigned to client implementation and stabilization. COCO COMMERCIAL: Professional in charge of the commercial relationship. COCO ENGINEER: Professional specialized in COCO's technological infrastructure. ALLIES: External agents with interoperation with COCO.

Covered services catalog

Services covered by this agreement are exclusively: appointment scheduling, appointment confirmation, qualification calls, inbound and outbound calls, automated waiting rooms, telemedicine (video call platform), WhatsApp chatbot, automated call flow system (AFR), and fault resolution. *Fault support services are included at no additional cost. This agreement does NOT include: hardware incident support (computers), client network/communications intermittencies (WiFi, Internet) — THE CLIENT must guarantee internet connectivity —, or support for software other than COCO.

Support & service

COCO assumes responsibility for the uninterrupted operation of developed and contracted services within its control, including the proper functioning of infrastructure, application, modules, databases, interoperabilities, access controls, and information generated by THE CLIENT's use. In case of any incident affecting the contracted services, the procedure and guidelines defined below will be applied toward a root-cause solution.

Criticality levels

Level 1 — Minimal impact (configurations, procedures, visual guides): Channel: COCO app chat and WhatsApp +57 322 495 69 91 / soporte@cocodigital.co. Response: 1–15 minutes. Resolution: 1–2 hours after identifying the issue. Communication: via chat as updates and solutions are provided. | Level 2 — High impact (system degradation managed by engineer): Channel: soporte@cocodigital.co / WhatsApp +57 322 495 69 91. Response: 1–15 minutes. Resolution: 1–6 hours after identifying the root cause. Communication: via chat and through the Status Page (cocoreservas1.statuspage.io). | Priority Level — System outage, cyberattack, hacking, terrorism: Channel: soporte@cocodigital.co / WhatsApp +57 322 495 69 91. Response: immediate or within the first 12 hours. Resolution: based on severity, ensuring minimal impact. If it exceeds 12 hours, an official statement is sent to all affected users. | Maintenance: communicated 5 days in advance with date, time, and duration via pop-up in the COCO app. | EASY self-service learning portal available at: cocotecnologias.zendesk.com.

Attention procedure

1. Incident report — THE CLIENT reports via official channels → COCO Operator. | 2. Define criticality level — COCO Operator defines criticality based on impact and provides client with a ticket number for tracking. | 3. Incident management — COCO Operator receives the request per criticality level. | 3.1 Level 1: COCO Operator manages the request, accompanies the client, and documents the solution. | 3.2 Level 2: COCO Operator processes the incident and reports progress → COCO Implementer / COCO Engineer. | 3.3 Level 3: COCO Operator analyzes request, evaluates feasibility, presents commercial proposal and reports progress → COCO Commercial / Implementer / Engineer. | 3.4 Priority level: THE CLIENT, COCO staff, and Allies evaluate severity, apply contingency measures and report progress → COCO Engineer. | 4. Incident resolution — COCO Operator informs the client of the solution via the communication channel and closes the ticket.

Control points (indicators)

Timeliness: average resolution time within defined ranges per criticality — at ticket close — target >80%. | Quality: advisor quality in solution delivery per internal guidelines — during and at ticket close — target >80%. | Voice of Customer (VOC): user satisfaction after contact with a COCO operator — at ticket close — target >80%. | Customer Effort Score (CES): ease of finding an autonomous solution — at ticket close — target >80%.

Coverage

This agreement includes remote technical support. On-site assistance requires an evaluation by the operations management. On-site support has no additional cost when it falls within COCO's guarantees to THE CLIENT and is approved by operations management. If THE CLIENT requires on-site staff, they must request it from their account executive; the criticality of the situation will be evaluated to determine deployment.

Service hours

Monday to Friday 8:00 a.m. to 5:00 p.m. and Saturdays 8:00 a.m. to 12:00 p.m. (GMT-5). Passive 24/7 on-call outside business hours for priority incidents.

Interruptions and/or system suspension

COCO guarantees that all contracted modules/layers will be continuously available in the cloud while the client is current on payments. In case of interruptions, COCO will perform daily system backups ensuring 35-day data recovery capability; passive on-call technical staff work 24 hours to ensure platform stability. COCO is NOT responsible for outages, hacking, or interruptions beyond its control, such as: AWS servers, telecom operators (Claro, Tigo, Movistar, etc.), regulatory changes by government entities, Google or Microsoft, or third-party software connected at THE CLIENT's request. Situations that may temporarily interrupt services (notified in advance when possible): server/data line maintenance; server fault corrections; deliberate attacks against system security; computer viruses or malicious code.

Privacy policy in the SLA

In compliance with Statutory Law 1581 of 2012, COCO will only use information provided by THE CLIENT to fulfill the commercial objective of the partnership, maintaining strict confidentiality and advising its employees, associates, and any person with access to such information of their confidentiality obligations. COCO and its personnel may not reproduce, modify, publish, or disclose to third parties the information covered by this agreement.

Client responsibilities

Ensure the hardware and software necessary for correct service delivery (communication links, computer equipment, remote access, etc.). Provide infrastructure documentation. Request and schedule special services in advance. Be available to provide critical connection information within 2 hours of COCO's request. Use COCO tools only for lawful purposes. Report incidents through official channels and provide information requested by the operator. Make timely payments. Cover travel expenses for on-site specialist visits.

COCO's responsibilities

Ensure 95% availability of contracted services. Provide updated procedure information to THE CLIENT. Maintain trained support staff for incident resolution. Provide reinforcement sessions for THE CLIENT on COCO tool usage.

Grounds for service/contract termination

THE CLIENT may definitively suspend services with 30 days' prior written notice to COCO Tecnologías, consistent with the commercial contract. COCO Tecnologías is exempt from any liability arising from the consequences of such suspension. Any client action that violates this agreement, the law, or generally accepted good practices in Colombia, or that puts systems or services accessible through the site at risk, will be addressed per the penalty clause and intellectual property provisions of the commercial contract. COCO will evaluate service termination if suspicious client activities are observed that compromise the company's integrity and reputation. Approved by: Manuela Salinas Lotero (COO) and Jonnathan Pulgarín (CTO) — Date: 26/06/2024.