Service Level Agreement
Following is the service level agreement that is included in the contract of any software as a service iQbit offers to its customers.

I. Customer service during the coverage of the service contract, which relates to all support provided to the CUSTOMER as described on this agreement. 

A. Customer service by telephone or electronic mail. The support can be provided by telephone or electronic mail. iQbit may use remote access to temporally access the computers where iQbit software applications are running. The telephone calls or the remote access sessions with customer service agents of iQbit may be recorded or supervised.

B. Fixes and improvements of iQbit software. Refers to all the fixes, modifications or improvements, and derivative work, of the software applications that are part of iQbit software platforms that iQbit releases in general (like new versions), or those that iQbit provides to the CUSTOMER as a result of providing technical support to solve a specific problem.
1) If iQbit provides fixes and improvements of the software to the CUSTOMER during the duration of the service contract, this fixes and improvements are also covered by the terms on this agreement.
2) The fixes and improvements of the software provided to the CUSTOMER do not extend in any way the duration of the service contract.

C. Active monitoring of the performance of iQbit software to take preventive actions.
1) Some characteristics of iQbit software may enable or may require the installation of local software (for example, software agents). This software may collect data from its local environment to ensure the delivery of services and operation of iQbit software platforms. The local software agents may also collect telemetric information that is sent to iQbit for monitoring, executing, and improving the iQbit software platforms.
2) The telemetric information received by iQbit is exclusively used to determine when is necessary to take preventive technical support action. All technical support activities are classified in 3 levels, each of which has a different impact on the operation and availability of the iQbit software platforms.
Level 1: All preventive activities where technical support professionals from iQbit remotely access the equipment to make maintenance changes and modifications which do not interrupt the operation of the iQbit software platforms, nor are the results of the operation compromised. iQbit will send to the CUSTOMER, after completing these activities, a report with the reasons and results of the preventive support activity.
Level 2: All preventive activities where technical support professionals from iQbit access the equipment, either remotely or locally, to make operative or maintenance changes and modifications that require the temporary suspension of the operation of the iQbit software platforms. iQbit will send a notification to the CUSTOMER before executing any of these preventive activities, indicating the reasons of the activity and the expected results. iQbit will coordinate with the CUSTOMER the date and time most adequate for executing these activities. iQbit will send to the CUSTOMER, after completing these activities, a report with the reasons and results of the preventive support activity.
Level 3: All corrective activities where technical support professionals from iQbit access the equipment, either remotely or locally, to make operative or maintenances changes and modifications, or repairs that require the temporary suspension of the operation of the iQbit software platforms. iQbit may be notified of the need to execute these corrective activities in any of the following ways:
- Automatically through the telemetric information collected by the iQbit software platforms.
- Through a CUSTOMER request for technical support via e-mail or telephone.
iQbit will coordinate with the CUSTOMER the date and time most adequate for executing these activities. iQbit will send to the CUSTOMER, after completing these activities, a report with the reasons and results of the corrective support activity.

D. We guarantee at least 95% availability of the iQbit software platforms. The platforms are considered available in the following scenarios:
- Users can login in to the platform through the software applications.
- Users can create, read, write and delete data or view and generate reports and alerts.

E. Service hours: Monday through Friday, from 9:00am to 2:00pm, and from 3:00pm to 6:00pm, excluding holidays.

F. Response time: maximum 48 hours to begin attending the request or problem, excluding weekends and holidays.

II. Agreement limitations and exclusions. 
This agreement does not apply to any performance or availability issues in the cases where iQbit has no responsibility in such events like: 

A. Power outages.

B. Errors and failures from the internet service provider, like routing failures, zone access failures, or connectivity failures.

C. Natural disasters that prevent the delivery of an optimal or complete service.

D. Fires, earthquakes, or factors outside reasonable control that prevent the delivery of iQbit software as a service.

E. Impediments caused by third-parties like strikes, manifestations, riots, acts of organized crime, acts of terrorism, war, and other similar acts that prevent the delivery of the iQbit software as a service.

F. Errors and failures of services provided by third-parties which are necessary for the correct operation of the iQbit software as a service.

G. Sabotage to the equipment and software by the final user.

H. Improper use of the iQbit software as a service, including the software applications of iQbit software platforms.

I. The improper use, by the CUSTOMER, of the users and passwords generated by the CUSTOMER itself, or the users and passwords provided to the CUSTOMER by iQbit through a request for customer support.

J. Wrong or incorrect usage, by a user, of the software applications, machines, devices and peripherical hardware.

K. Any modification or alteration done by people not authorized by iQbit, to iQbit software platforms, including iQbit software applications.

L. Inability to communicate with a device due to damage caused to the physical or electrical installation and components of the devices, or unapproved connections of other equipment, devices or additional accessories, or due to the installation of additional software applications not provided by iQbit.