Service level Agreement

Dec 27, 2019

DI-STE-02 SERVICE LEVEL AGREEMENT V04

Terms:

LEGADMI®: is the company that owns the program (Software) called Legadmi Business Suite, which is a System developed on Oracle® Relational Database under WEB architecture in operating systems where the database is certified.

THE CONTRACTING PARTY: is the company that hired LEGADMI® in accordance with the terms and conditions of services expressed in the present service agreement.

THE APPLICATION: is a software or system of programs or modules, to carry out administrative processes adapted to the current legislation that applies according to the modules and in rented or licensed countries.

Our basic support, if the client is in SaaS mode, includes the following:

a) "LEGADMI®" It does this using Microsoft Azure as a data center to offer its systems under SaaS mode, under a dedicated and exclusive storage model. Based on Microsoft Azure's efforts to be a leader in security, privacy and compliance practices published on http://azure.microsoft.com/es-es/support/trust-center/ In addition, it has developed an extensible compliance framework that allows the design and compilation of services through a single set of controls, in order to streamline and simplify compliance with a set of international standards as published in http://azure.microsoft.com/es-es/support/trust-center/compliance/ Security levels as published in http://azure.microsoft.com/es-es/support/trust-center/security/ Privacy levels as published in http://azure.microsoft.com/es-es/support/trust-center/privacy/ and in general according to everything that is published in http://azure.microsoft.com/es-es/ .

b) "LEGADMI" guarantees a 99,9% availability of access to information, according to the service levels, called SLAs, offered by Microsoft Azure, published in https://azure.microsoft.com/es-es/support/legal/sla/summary/ .

c) "LEGADMI" offers local redundancy, according to what is published in https://docs.microsoft.com/es-es/azure/storage/common/storage-introduction. Likewise, there is a backup of the virtual machine, which is carried out every night. In the event of a destruction of the virtual machine, our continuity plan contemplates the lifting of the backup the night before.

d) "LEGADMI" uses the data center of the Eastern United States of America, which is located in Virginia, VA. You can find more information at https://azure.microsoft.com/en-us/regions/.

e) The security protocols applied by "LEGADMI" they ensure the security of access to virtual machines through connection authentication.

Additionally, if the client is in SaaS or licensing mode, it includes the following:

f) "LEGADMI" Provides THE APPLICATION for carrying out administrative processes. The operation of THE APPLICATION will be the responsibility of the staff of "THE CONTRACTING";

g) "LEGADMI" Provides telephone support or through technological tools for video calls, 8/5 to attend minor queries related to data processing through THE APPLICATION within the working day of "LEGADMI®", from Monday to Friday in the period between 08:00 am to 12:00 pm and from 01:00 pm to 05:00 pm (UTC Time Zone -6). Holidays are the days indicated in the Costa Rica Labor Code that coincide with days between Monday and Friday.

h) "LEGADMI" make modifications to existing programs or new additional programs that are necessary in THE APPLICATION to maintain its operation according to changes in the legal regulations of the contracted countries.

i) "LEGADMI" can migrate THE APPLICATION to other technology platforms and generally make updates with respect to new improved or more advanced versions of THE APPLICATION, necessary for the system to remain valid and operational.

j) In cases where THE APPLICATION have modules to enter new values ​​that change periodically, it is the responsibility of "THE CONTRACTING PARTY ”, the entry of new values ​​that have been published according to the legislation of the contracted countries. Example: exchange rate, tax rate values, minimum wages and the like, which is done with an effective date without intervention of "LEGADMI".

k) The new programming or modification to the existing programs in THE APPLICATION by requirements, supported by the relevant legal basis, are within the scope of this support and will be provided through periodic updates before the effective date of the legislation that requires it.. When new programming or modification to existing programs referred to in this section, require assistance to implement such improvements, "LEGADMI" will send a quote, which must be approved and confirmed by "THE CONTRACTING" according to its current procedures, either through a purchase order or a service order.

l) Any requirement of "THE CONTRACTING" that is not supported by the relevant legal basis, it will be considered a particular requirement, for which "THE CONTRACTING" you must make a request to "LEGADMI®", who will analyze the viability of the requirement and issue a quote, which must be approved and confirmed by "THE CONTRACTING" according to its current procedures, either through a purchase order or a service order. Any particular requirement developed by "LEGADMI®" at the request of "THE CONTRACTING", that it be agreed to incorporate THE APPLICATION within a module called “Customizations”, it constitutes an addition to THE APPLICATION outside the standard of THE APPLICATION. Anytime changes, improvements or migrations of “Customizations” are required, "LEGADMI®" will issue a quote, which must be approved and confirmed by "THE CONTRACTING" according to its current procedures, either through a purchase order or a service order.

m) "LEGADMI", additionally it can supply, at the request of "THE CONTRACTING PARTY", the specialized consulting necessary for the initial implementation of THE APPLICATION, training and new requirements of "THE CONTRACTING PARTY", related with THE APPLICATION supported, according to the estimated time and costs agreed at the time.

n) When required to "LEGADMI®" assistance in case of corrections for operational failures, or in case of data corrections due to errors in the personnel of "THE CONTRACTING" and in general for failures other than THE APPLICATION, the time dedicated by the staff of "LEGADMI®" will be billed according to the established hourly rate.

o) "THE CONTRACTING PARTY" will be in the first instance, the person responsible for notifying "LEGADMI®" of any change in legislation, once published in the legal tender of the country where it is enacted, as well as any inclusion or modification of output files of THE APPLICATION to government or bank entities.

p) "LEGADMI®" is only the provider of THE APPLICATION, at no time and under no circumstances can he be considered as legal advisor in any of the administrative areas for which, "THE CONTRACTING " use or not, THE APPLICATION. q) The Service Level Agreement or SLA of "LEGADMI®" for attention to "THE CONTRACTING PARTY", will be carried out according to the severity of the incident reported by "THE CONTRACTING". The incidents are classified as Severity 1, Severity 2 and Severity 3, in the judgment of "THE CONTRACTING".

    1. Severity 1, is an incident that represents a significant risk or impact on the business "THE CONTRACTING" and requires immediate attention. An incident of severity 1 must be reported directly by "THE CONTRACTING" via telephone so that you can be attended immediately and achieve your solution within a period of up to 12 continuous hours from the date and time that "LEGADMI®" is notified of the incident. Whenever a severity 1 incident occurs, the person responsible for "LEGADMI®" informs "THE CONTRACTING" the case number that you open and issue an automatic email reporting to "THE CONTRACTING" confirmation of having received notification of the incident, evidence that "LEGADMI®" is aware of the incident, assigned case number and the first response of the probable cause of the incident and possible solution. Since receipt of the incident report, constant communication must be maintained with "THE CONTRACTING" given the risk and significant impact of the incident and the person or group reporting the incident by "THE CONTRACTING", must be kept available once "LEGADMI®" Confirm receipt of the incident and maintain constant communication, this in order to make any changes, make tests, etc., until the certification of the solution to the problem.

      Severity 2, is an incident that represents a medium risk or impact for the business of "THE CONTRACTING" and that said incident does not require immediate attention. A severity 2 incident must be reported directly by "THE CONTRACTING" by telephone so that it can be resolved within 24 business hours from the date and time that "LEGADMI®" is notified of the incident. Whenever a severity 2 incident occurs, the person responsible for "LEGADMI®" informs "THE CONTRACTING" the case number that opens and issues an automatic email that reports to the client the confirmation of having received the notification of the incident, evidence that "LEGADMI®" is aware of the incident, assigned case number and the first response of the probable cause of the incident and possible solution. Since receipt of the incident report there should be regular communication with "THE CONTRACTING" given that the case does not require immediate immediate attention and will be resolved in a timely manner according to the "LEGADMI®" and indicated in section g of this document. The person or group reporting the incident by "THE CONTRACTING", must be available once "LEGADMI®" Confirm receipt of the incident and maintain regular communication from the moment the incident is notified and received, this in order to make any changes, make tests, etc., until the certification of the solution to the problem.

      Severity 3, is an incident that represents a low risk or impact for the business of "THE CONTRACTING" and of said incident does not require immediate attention. An incident of severity 3 must be reported directly by "THE CONTRACTING" by telephone so that it can be resolved within 72 business hours from the date and time that "LEGADMI®" is notified of the incident. Whenever a severity 3 incident occurs, the person responsible for "LEGADMI®" informs "THE CONTRACTING" the case number that opens and issues an automatic email that reports to the client the confirmation of having received the notification of the incident, evidence that "LEGADMI®" is aware of the incident, assigned case number and the first response of the probable cause of the incident and possible solution. Since receipt of the incident report there should be regular communication with "THE CONTRACTING" given that the case does not require immediate immediate attention and will be resolved in a timely manner according to the "LEGADMI®" and indicated in section g of this document. The person or group reporting the incident by "THE CONTRACTING", must be available once "LEGADMI®" Confirm receipt of the incident and maintain regular communication from the moment the incident is notified and received, this in order to make any changes, make tests, etc., until the certification of the solution to the problem.

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