Service Level Agreement
This document is published in its original English version.
SLA for GIT2.0
Requests, problem reports or inquiries can be made through the product’s online form or through our email address contact@pathfinding.com.ar. Emails will be referred to our company’s Technical Support management system.
| Type of Requirement | Guaranteed Care |
|---|---|
| Severe: one or more users are unable to continue performing their task due to a problem related to the system. | Your request will be answered within 3 hours and in case we require more time to deliver the solution, you will be provided with the expected solution date. |
| Normal: the requirement does not prevent users to continue performing their daily task | Your request will be answered within 48 business hours and in case we require more time to deliver the solution, you will be provided with the expected solution date. |
SLA for FBA Toolkit and MercadoToolkit
The following are the time limits that Pathfinding commits to respect in case of a complaint and/or inquiry from users of FBA Toolkit. The complaints and/or inquiries will be received through email at support@fbatoolkit.com and they will be referred to our Technical Support’s management system.
| Subscription Type | Guaranteed Care |
|---|---|
| Scouter | Answer within 96 hours (*) |
| Starter | Answer within 72 hours (*) |
| Business | Answer within 48 hours (*) |
| Enterprise | Answer within 24 hours (*) |
| Elite | Answer within 24 hours (*) |
(*) In case more time is required for a solution, you will be provided with the expected solution date.