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Privacy Policy
Última atualização: 13 de Janeiro 2026

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Service Level Agreement (SLA) Policy

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1. Purpose
This Service Level Agreement Policy (“SLA Policy”) establishes the availability, support, and response standards applicable to the services provided by UJJI Tecnologia Ltda. (“UJJI AI”, “we”), as well as the compensation mechanisms applicable in the event of failure to meet the service levels defined herein.
This policy aims to ensure transparency, predictability, and alignment of expectations between UJJI AI and its clients.

2. Scope
This SLA applies to the digital services made available by UJJI AI through its platform (“Service”), including web applications, processing infrastructure, and contracted functionalities, unless otherwise provided in a specific agreement entered into with the client.

3. Service Availability
UJJI AI uses its best efforts to ensure a minimum monthly availability of 99.5% of the Service, calculated over the total time of a calendar month. Availability is defined as the period during which the Service is operational and accessible to end users, excluding:

• Scheduled maintenance windows, previously communicated;
• Unavailability caused by external factors, such as failures of cloud providers, power supply, telecommunications, or force majeure events;
• Misuse of the platform or failures resulting from third-party integrations under the client’s responsibility.

4. Service Credits for Unavailability
If monthly availability falls below the guaranteed level, the client may be entitled to service credits, in accordance with the table below.

Service credits:

• Will be applied exclusively as a discount on the next invoice;
• Are not convertible into cash refunds;
• Must be formally requested by the client within 30 days after the end of the affected month.

5. Support and Incident Handling
UJJI AI provides technical support in accordance with the response times below, considering business days and business hours (9:00 a.m. to 6:00 p.m., Brasília time), unless otherwise agreed by contract.

Incident Classification – First Response Time

• Critical – 8 hours
• High – 24 hours
• Medium – 40 hours
• Low – 56 hours

The first response consists of confirmation of receipt of the support request and the start of the technical analysis.

6. Penalties for Failure to Meet Support SLA
If UJJI AI fails to meet the first response times defined above, the client may be entitled to an additional service credit of up to 5% of the monthly amount, capped at a total of 20% per month, upon formal request.

7. Exclusions
This policy does not apply to failures resulting from:

• Use of the platform in violation of documentation or contractual terms;
• Modifications or integrations performed by the client or third parties;
• Force majeure events, as defined by law;
• Suspension of the service due to contractual non-payment.

8. Updates to This Policy
UJJI AI may update this SLA Policy periodically to reflect operational improvements or regulatory changes. The current version will always be available on our website.

9. Contact
If you have any questions about this SLA or wish to open a support request, the client may contact UJJI AI through the official channels indicated in the contract or on the UJJI AI website.

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