Service Level Agreement (SLA)

This document defines the service levels of the Torneyo platform (torneyo.com and app.torneyo.com): ticket severity classification, response and resolution times, availability target, maintenance window, support channels, and measurement rules. It may be attached to proposals, contracts, and public procurement processes as a formal service level commitment.

Support hours

Standard support is provided on business days, from 8 a.m. to 6 p.m. (Brasília time — BRT).

S1 (critical) incidents are covered 24×7 through automated external monitoring: the platform is checked continuously, and any outage triggers an immediate alert to the technical team, at any time and on any day, regardless of standard support hours.

Severity levels and deadlines

Severity	Definition	Response time	Resolution or workaround
S1 — Critical	Platform down or unavailable for all users	2 hours (24×7, via automatic monitoring alert)	8 business hours
S2 — High	Essential function unavailable, with no workaround	4 business hours	24 business hours
S3 — Medium	Restricted operation with a workaround available	8 business hours	72 business hours
S4 — Low	Question, request, or improvement suggestion, no operational impact	24 business hours	120 business hours

Response is the formal acknowledgment of the ticket and the start of the diagnosis — it is not the resolution itself. Resolution or workaround is the restoration of the affected function, even through an alternative procedure, until a definitive fix is delivered.

S1 incident detection is automatic: external monitoring identifies an outage within minutes and alerts the team, without depending on the customer opening a ticket. The platform also runs health checks with automatic service restarts, which resolves most interruptions within minutes, often before human intervention.

Availability target

The platform availability target is 99.0% per month (equivalent to a maximum of roughly 7h18min of accumulated downtime per month), excluding the periods described in the exclusions section.

Infrastructure transparency note: the platform currently runs on a single cloud instance with health checks and automatic service restarts. Contractual availability commitments of 99.5% or higher require infrastructure upgrades — a managed database with replication, a second availability zone, and load balancing — which can be contracted as project-specific conditions, with timelines and costs agreed in a proposal.

Maintenance window

Scheduled maintenance preferably takes place on Sundays, between 10 p.m. and midnight (BRT), announced 48 hours in advance on the public status page. Routine platform updates are deployed continuously, outside the window, with near-zero downtime.

Support channels

• Support e-mail: contato@torneyo.com — the formal channel for opening tickets; the date and time of the e-mail mark the start of the deadline count.
• Commercial WhatsApp: available during business hours, suited for quick questions.
• Status page: torneyo.com/status — current platform status, public availability history, and maintenance notices.

Measurement and exclusions

Availability is measured by independent external monitoring, with automatic checks every few minutes and a public, auditable history on the status page. The monthly percentage considers the total minutes in the month, minus exclusion periods.

The following are not counted as downtime:

• periods within the scheduled maintenance window announced in advance;
• force majeure events (natural disasters, widespread power or telecommunications failures);
• failures of third-party infrastructure providers affecting an entire region (cloud, CDN, DNS);
• outages caused by misuse, customer integrations, or network blocks outside Torneyo’s control.

Term and revision

This SLA applies to all paid plans of the platform and remains in force while the contract or subscription is active. Revisions are published on this page with the update date shown at the top of the document; specific conditions established in a contract or tender prevail over this document when stricter.