Service Level Agreement (SLA)

At BYDAS, service contracts that include support, maintenance or technical assistance are covered by a Service Level Agreement, also known as an SLA.

This commitment allows us to provide our clients with a structured, transparent response that is proportionate to the criticality of each situation, ensuring that support requests, corrections or technical interventions are assessed and followed up in a timely manner.

The purpose of the SLA is to protect clients, organise intervention priorities and ensure that each incident is handled with the appropriate level of attention according to its impact on business operations.

Priority levels

Support and maintenance requests are classified according to their level of criticality:

1. Critical - Situations involving a total service failure, preventing the normal operation of the platform, website, online store or contracted digital solution. Maximum response time: up to 60 minutes.

2. High - Situations involving a total or partial service failure affecting one user or a limited group of users, without compromising the overall operation of the solution. Maximum response time: up to 8 business hours.

3. Medium - Situations that partially affect the normal business flow, but do not fully prevent its continuity or use. Maximum response time: up to 72 business hours.

4. Low - Situations that do not compromise the normal operation of the business, including minor adjustments, improvements, non-urgent corrections or development requests. Maximum response time: up to 1 week.

Conditions of application

Response times are considered within the agency’s business hours and apply only when BYDAS has all the required access, permissions, information and conditions necessary to analyse and intervene in the relevant process.

Whenever resolution depends on third parties, such as external suppliers, platforms, hosting providers, payment gateways, applications, certification entities or other service providers, deadlines may be subject to their respective response times and availability.

Emergency and exceptional conditions

In critical situations, and whenever resources and availability allow, BYDAS will make every reasonable effort to provide exceptional support, guided by good faith and service continuity.

Commitment to business continuity

Our goal is to ensure that every client has a clear support structure, with well-defined priorities, appropriate communication channels and a response capacity aligned with the real impact of each incident.

Each contract may include specific conditions, according to the nature of the project, the scope of the contracted services and the level of support agreed between the parties.