SLA — Service Level Agreements
iNUBA DIGITAL SERVICE LEVEL AGREEMENT (SLA)
- PURPOSE OF THE AGREEMENT
This Service Level Agreement (hereinafter, "SLA") defines the terms and conditions under which the Provider will deliver maintenance, support and availability services for the Software and App contracted by the Client. Its purpose is to establish a framework that guarantees the quality and availability of the services provided.
- DEFINITIONS
- Service Availability: Percentage of time during which the services are accessible to the Client.
- Incident: Any event that causes a service interruption or a reduction in service quality.
- Response Time: Period from when an incident is reported until the Provider (iNuba) confirms receipt of the incident.
- Resolution Time: Time elapsed from the moment the Provider (iNuba) acknowledges receipt of the incident until it is resolved and normal operation is restored.
- Service Desk: Single point of contact where the client logs incidents or requests and the provider manages, reports and closes them.
- Stop-clock: Pause in the SLA timer when resolution depends on the client or third parties; the timer resumes once the cause is removed.
- SCOPE OF SERVICE
This SLA covers the following services provided by iNuba:
- Preventive maintenance: Software updates, patching and improvements.
- Technical support: Issue resolution via remote assistance and, if necessary, on-site at the Client's premises.
- Incident management: Identification and resolution of critical, major and minor issues.
- Corrective maintenance: Full and end-to-end resolution of incidents.
Services excluded from this SLA are:
- Damage caused by misuse, negligence, unauthorised tampering or external causes (e.g. fire, water, vandalism).
- Incidents arising from connections, accessories or environments not authorised by iNuba.
- Third-party integrations not managed by the Provider (iNuba).
- Incidents caused by misuse of the software or hardware by the Client.
- SERVICE AVAILABILITY
The Provider guarantees a minimum availability of 99.5% for the covered services, with scheduled downtime not exceeding 8 hours per month for maintenance.
iNuba's Scheduled Maintenance Window
- Schedule: Saturday from 10:00 pm to Sunday 6:00 am.
- Specific windows may be agreed individually with the client.
- The Client will be notified at least 48 hours in advance of any scheduled maintenance.
- TECHNICAL ASSISTANCE HOURS
Monday to Friday, 8:00 am to 6:00 pm (Europe/Madrid)
- Phone support: +034 810 101 154
- Service Desk (online incident reporting): Monday to Sunday, 24/7: https://inuba.com/soporte
- Any notification submitted after 3:00 pm (Europe/Madrid) — whether by phone or online — will be logged at 8:00 am on the next business day.
- RESPONSE AND RESOLUTION TIMES
| Priority | Description | Response Time | Maximum Resolution Time | Compensation |
|---|---|---|---|---|
| Critical (Level 1) | Total service interruption | ≤ 1 hour | ≤ 12 hours | Credit of 2% to 6% on the monthly invoice |
| Major (Level 2) | Significant service degradation | ≤ 4 hours | ≤ 24 hours | Credit of 1% to 3% on the monthly invoice |
| Minor (Level 3) | Issue with no significant impact on use | ≤ 24 hours | ≤ 72 hours | N/A |
- INCIDENT NOTIFICATION PROTOCOL
- The online channel will take precedence for opening incidents, alternatively or additionally via our switchboard at the listed number.
- INCIDENT RESOLUTION PROTOCOL
- Open an incident ticket.
- Internal analysis and diagnosis using logs and system status.
- Communication (call, video call) with the client to contextualise the error.
- Final assessment and proposed solution.
- Resolution via software, where applicable.
- On-site visit and resolution at the equipment's location, in the case of physical devices.
- PENALTIES FOR NON-COMPLIANCE BY iNuba
If the Provider (iNuba) fails to meet the agreed service levels, the following service credits will apply as the only available compensation for the Client:
- Critical: Credit of 2% on the applicable monthly invoice for each 0.5% of downtime below 99.5%, up to a cumulative maximum of 6% of the monthly invoice corresponding to the month in which the incident occurred.
- Major: Credit of 1% on the applicable monthly invoice for each 0.5% of downtime below 99.5%, up to a cumulative maximum of 3% of the monthly invoice corresponding to the month in which the incident occurred.
Credits must be requested by the Client in writing within 15 calendar days from the end of the month in which the service interruption occurred. Otherwise, the Client will be deemed to have waived such credits.
- CLIENT OBLIGATIONS
- Access and resources. Within 60 minutes of opening the ticket, the Client will provide the Provider with secure remote access (VPN or agreed connection) to the affected environments, software, hardware and systems, as well as the credentials and permissions required for diagnosis and resolution of the incident.
- Information and cooperation. The Client will promptly provide all relevant data: descriptions of the failure, screenshots, log files and steps to reproduce the issue.
- Designate a Technical Contact. Authorised and available during incident handling to validate tests, apply patches and confirm resolution.
- Support channels. All communication regarding incidents must be channelled through the Provider's Service Desk (URL: https://inuba.com/soporte or phone +034 810 101 154). Notifications sent via other channels will not start the SLA clock until they are logged in the Service Desk.
- Planned downtime. The Client will give at least 48 hours' notice of any maintenance on its side that affects remote support access; otherwise SLA targets may be paused ("stop-clock") for that period.
- MONITORING AND REPORTING
The Provider (iNuba) commits to:
- Performing continuous monitoring of the services to detect and resolve incidents before they affect the Client, notifying any impact at all times.
- MODIFICATION AND TERMINATION OF THE SLA
- Modifications: Any change to this SLA must be agreed in writing by both parties.
- RATES FOR SERVICES OUTSIDE THE SLA
- Rates by profile and hour:
- Computer Vision / AI engineer: €120/h + VAT
- Electronics / Robotics engineer: €90/h + VAT
- Software engineer: €80/h + VAT
- Flutter / Frontend / Backend developer: €65/h + VAT
- Field technician (SAT): €50/h + VAT
- Travel rates:
- Price per kilometre: €0.55 +…
- … 50% of the hourly rate of the personnel travelling, for the hours spent in transit.
- LIMITATION OF LIABILITY and EXCLUSION OF LIABILITY FOR EXTERNAL AGENTS AND FORCE-MAJEURE EVENTS
- Interruptions caused by Third-Party Suppliers
The Provider (iNuba) will not be liable for service unavailability, response delays or any other failure to meet the service levels set out in this SLA when caused by failures, delays or interruptions originating in external suppliers providing components, telecommunications services, cloud infrastructure, servers, or any other service essential to delivery.
The Provider (iNuba) will only be liable for those subcontractors operating under its direct management and supervision.
- Force Majeure
Neither party will be liable for failure to perform its obligations under this SLA when such failure is caused by force-majeure events, including but not limited to:
- Natural disasters (earthquakes, storms, floods).
- Wars, acts of terrorism, civil unrest.
- Power-grid failures, global internet outages, or other critical infrastructure issues.
- Epidemics, pandemics, or government restrictions (including lockdowns and shutdowns).
- Strikes, work stoppages or other industrial disputes affecting the Provider or its suppliers.
- Notwithstanding the foregoing, iNuba will execute the actions described in points 4, 5 and 6 of this SLA to the maximum extent humanly possible.
- Notification and Mitigation
If a force-majeure event occurs:
- The Provider (iNuba) will notify the Client as soon as possible, detailing the nature of the event and its impact on service delivery.
- The Provider commits to taking all reasonable and humanly feasible measures to mitigate the effects of the event and to restore services to normal operation as quickly as possible.
- Exclusion of Penalties
If the interruption or service-level breach occurs as a result of any of the causes listed in this clause, the Provider will not be liable for compensation, credits, penalties or claims of any kind.
- GOVERNING LAW AND JURISDICTION
This contract will be governed by and construed in accordance with Spanish law. For the resolution of any dispute arising from the interpretation or performance of this contract, the parties expressly submit to the jurisdiction of the courts and tribunals of Valencia, waiving any other forum that may correspond to them.
iNUBA HARDWARE SERVICE LEVEL AGREEMENT (SLA)
- PURPOSE OF THE AGREEMENT
This Service Level Agreement (hereinafter, "SLA") defines the terms and conditions under which the Provider will deliver maintenance, support and availability services for the physical equipment (iNubaBox and/or iNuba Totem). Its purpose is to establish a framework that guarantees the quality and availability of the services provided. This SLA applies exclusively during the warranty period of the supplied equipment. Once that period has expired, iNuba will continue to offer support under the same response and resolution times defined in this document, but such support will be subject to prior budget approval by THE CLIENT in cases involving technical intervention or component replacement.
- DEFINITIONS
- Service Availability: Percentage of time during which the equipment is accessible and operational for the Client.
- Incident: Any event that causes an interruption or reduction in the quality or functionality of the hardware.
- Response Time: Period from when an incident is reported until the Provider (iNuba) confirms receipt of the issue.
- Resolution-Proposal Time: Time elapsed from when the Provider (iNuba) responds to the incident until it issues a repair proposal.
- Repair Time: Time elapsed from the moment the Provider (iNuba) issues a repair proposal until the equipment is restored to normal operation.
- Service Desk: Single point of contact where the client logs incidents or requests and the provider manages, reports and closes them.
- Stop-clock: Pause in the SLA timer when resolution depends on the client or third parties; the timer resumes once the cause is removed.
- SCOPE OF SERVICE
This SLA covers the following services provided by iNuba:
- Technical support: Remote diagnosis and, if required, on-site intervention.
- Corrective maintenance: Repair of failures or replacement of equipment, as appropriate.
- Incident management: Classification and resolution according to the criticality of the failure.
Services excluded from this SLA are:
- Damage caused by misuse, negligence, unauthorised tampering or external causes (e.g. fire, water, vandalism).
- Incidents arising from connections, accessories or environments not authorised by iNuba.
- Third-party integrations not managed by the Provider (iNuba).
- Incidents caused by misuse of the software or hardware by the Client.
- SERVICE AVAILABILITY
iNuba's Scheduled Maintenance Window
- Schedule: Saturday from 10:00 pm to Sunday 6:00 am.
- Specific windows may be agreed individually with the client.
- The Client will be notified at least 48 hours in advance of any scheduled maintenance.
- TECHNICAL ASSISTANCE HOURS
Monday to Friday, 8:00 am to 6:00 pm (Europe/Madrid)
- Phone support: +034 810 101 154
- Service Desk (online incident reporting): Monday to Sunday, 24/7: https://inuba.com/soporte
- Any notification submitted after 3:00 pm (Europe/Madrid) — whether by phone or online — will be logged at 8:00 am on the next business day.
- RESPONSE AND RESOLUTION TIMES
- Critical Incident: Total service interruption
| Distance from Client to iNuba Technical Centre | Response Time | Resolution Proposal | Repair Time |
|---|---|---|---|
| < 100 km | ≤ 1 hour | ≤ 12 business hours from opening | ≤ 48 business hours after the resolution proposal |
| 100 – 300 km | ≤ 1 hour | ≤ 12 business hours from opening | ≤ 72 business hours after the resolution proposal |
| > 300 km | ≤ 1 hour | ≤ 12 business hours from opening | ≤ 5 business days after the resolution proposal |
*These deadlines are subject to the availability of the necessary parts or components. If the required items are not available at the time, the Client will be informed immediately along with a new realistic estimate for the repair time.
- Major Incident: Significant service degradation
| Distance from Client to iNuba Technical Centre | Response Time | Resolution Proposal | Repair Time |
|---|---|---|---|
| < 100 km | ≤ 4 hours | ≤ 24 business hours from opening | ≤ 72 business hours after the resolution proposal |
| 100 – 300 km | ≤ 4 hours | ≤ 24 business hours from opening | ≤ 5 business days after the resolution proposal |
| > 300 km | ≤ 4 hours | ≤ 24 business hours from opening | ≤ 7 business days after the resolution proposal |
*These deadlines are subject to the availability of the necessary parts or components. If the required items are not available at the time, the Client will be informed immediately along with a new realistic estimate for the repair time.
- Minor Incident: Issue with no significant impact on use
| Distance from Client to iNuba Technical Centre | Response Time | Resolution Proposal | Repair Time |
|---|---|---|---|
| < 100 km | ≤ 24 hours | ≤ 72 business hours from opening | ≤ 5 business days after the resolution proposal |
| 100 – 300 km | ≤ 24 hours | ≤ 72 business hours from opening | ≤ 7 business days after the resolution proposal |
| > 300 km | ≤ 24 hours | ≤ 72 business hours from opening | ≤ 7 business days after the resolution proposal |
*These deadlines are subject to the availability of the necessary parts or components. If the required items are not available at the time, the Client will be informed immediately along with a new realistic estimate for the repair time.
- INCIDENT NOTIFICATION PROTOCOL
- The online channel will take precedence for opening incidents, alternatively or additionally via our switchboard at the listed number.
- INCIDENT RESOLUTION PROTOCOL
Once the connection has been established and the diagnosis carried out, iNuba will issue a resolution proposal that will include the necessary repair and the estimated time for execution.
For clarity, the protocol will be as follows:
- Opening of the incident.
- Internal analysis and diagnosis using logs and system status.
- Communication (call, video call) with the client to contextualise the error.
- Final assessment and proposed solution.
- Resolution via software (where applicable).
- On-site visit and resolution (where applicable).
- CLIENT OBLIGATIONS
- Access and resources. Within 60 minutes of opening the ticket, the Client will provide the Provider with secure remote access (VPN or agreed connection) to the affected environments, software, hardware and systems, as well as the credentials and permissions required for diagnosis and resolution of the incident.
- Information and cooperation. The Client will promptly provide all relevant data: descriptions of the failure, screenshots, log files and steps to reproduce the issue.
- Designate a Technical Contact. Authorised and available during incident handling to validate tests, apply patches and confirm resolution.
- Support channels. All communication regarding incidents must be channelled through the Provider's Service Desk (URL: https://inuba.com/soporte or phone +034 810 101 154). Notifications sent via other channels will not start the SLA clock until they are logged in the Service Desk.
- Planned downtime. The Client will give at least 48 hours' notice of any maintenance on its side that affects remote support access; otherwise SLA targets may be paused ("stop-clock") for that period.
- MONITORING AND REPORTING
The Provider (iNuba) commits to:
- Performing continuous monitoring of the services to detect and resolve incidents before they affect THE CLIENT, notifying any impact at all times.
- MODIFICATION AND TERMINATION OF THE SLA
- Modifications: Any change to this SLA must be agreed in writing by both parties.
- RATES FOR SERVICES OUTSIDE THE SLA
- Rates by profile and hour:
- Computer Vision / AI engineer: €120/h + VAT
- Electronics / Robotics engineer: €90/h + VAT
- Software engineer: €80/h + VAT
- Flutter / Frontend / Backend developer: €65/h + VAT
- Field technician (SAT): €50/h + VAT
- Travel rates:
- Price per kilometre: €0.55 +…
- … 50% of the hourly rate of the personnel travelling, for the hours spent in transit.
- LIMITATION OF LIABILITY and EXCLUSION OF LIABILITY FOR EXTERNAL AGENTS AND FORCE-MAJEURE EVENTS
- Interruptions caused by Third-Party Suppliers
The Provider (iNuba) will not be liable for service unavailability, response delays or any other failure to meet the service levels set out in this SLA when caused by failures, delays or interruptions originating in external suppliers providing components, telecommunications services, cloud infrastructure, servers, or any other service essential to delivery.
The Provider (iNuba) will only be liable for those subcontractors operating under its direct management and supervision.
- Force Majeure
Neither party will be liable for failure to perform its obligations under this SLA when such failure is caused by force-majeure events, including but not limited to:
- Natural disasters (earthquakes, storms, floods).
- Wars, acts of terrorism, civil unrest.
- Power-grid failures, global internet outages, or other critical infrastructure issues.
- Epidemics, pandemics, or government restrictions (including lockdowns and shutdowns).
- Strikes, work stoppages or other industrial disputes affecting the Provider or its suppliers.
- Notwithstanding the foregoing, iNuba will execute the actions described in points 4, 5 and 6 of this SLA to the maximum extent humanly possible.
- Notification and Mitigation
If a force-majeure event occurs:
- The Provider (iNuba) will notify the Client as soon as possible, detailing the nature of the event and its impact on service delivery.
- The Provider commits to taking all reasonable and humanly feasible measures to mitigate the effects of the event and to restore services to normal operation as quickly as possible.
- Exclusion of Penalties
If the interruption or service-level breach occurs as a result of any of the causes listed in this clause, the Provider will not be liable for compensation, credits, penalties or claims of any kind.
- GOVERNING LAW AND JURISDICTION
This contract will be governed by and construed in accordance with Spanish law. For the resolution of any dispute arising from the interpretation or performance of this contract, the parties expressly submit to the jurisdiction of the courts and tribunals of Valencia, waiving any other forum that may correspond to them.