Service Level Agreement (SLA)

This is a Service Level Agreement ("SLA") between the Operations area of BUQMX BOOKING APP SAPI DE CV, hereinafter BUQ and the customer to document: 

• The Service provided by BUQ. 
• The overall levels of response, availability and maintenance associated with this Service. 
• BUQ Operations' responsibilities as a provider of this Service. 
• The responsibilities of the client who receives this service.
• This Service Level Agreement shall remain in effect until its revision or termination date of the services provided. 

Service Description

IT services provided by BUQ that originate from web access and redirections to BUQ services that are contracted by the customer.

Service Levels:

Service levels are monitored in two categories:

1. Service availability SLAs
2. Incident Response Level SLAs

Service Availability SLAs:

BUQ will measure service availability on a monthly basis as a percentage. BUQ's goal is to guarantee a minimum availability of 99.5% per month, excluding scheduled maintenance windows and events beyond BUQ's control (such as third-party service failures).

The availability formula will be:  

Availability = ((Total minutes in the month - Minutes of unplanned inactivity) / Total minutes in the month) x 100

Indicate whether the service is fully active or inactive to users for their use. The service level will be measured on a monthly percentage basis excluding mutually agreed maintenance windows and failures in the elements determined in the RCA on which the service depends and which are provided by a third party (MoSo Cloud, Billing System, external DNS, Public Cloud).

Incident Response Level SLA:

They indicate the level at which the BUQ team will respond to the Customer and optionally to the end users of the service when faults are reported or detected and reported through the monitoring tools.

The BUQ team will execute the following activities and components necessary to provide attention and response to incidents reported by the Client and/or end users of the service:

• Initial attention via e-mail and telephone in Spanish language for incidents related to the service.
• Obtain the necessary information and/or documentation for the attention of the reported incident.
• Maintain a single point of contact with BUQ through the portal soporte.BUQ.mx and the e-mail account [email protected].
• Verify if the incident is related to a previously known fault or incident using the incident logging tool used by BUQ.
• If the incident is identified as unknown or new, the incident will be escalated to the service support team.
• Follow up and report progress in resolving the incident.

The process BUQ will follow to provide support from the incident report to the resolution of the incident is considered:

1 - Incident registration: at the Customer's request BUQ will raise a ticket about the incident identified in the service, through any of the following channels that will be available. Telephone, Email, Incident Portal or electronic communication (chat).

2 - Scaling: The scaling matrix to be applied by BUQ is shown in the scaling table in this annex.

3 - Ticket registration: Once the complete description of the incident is available, BUQ registers the ticket for follow-up.

4 - Incident classification: Once the ticket is registered, the BUQ team will proceed to classify the incident according to the level of impact and depending on the case will request additional documentation from the user.

5 - Root cause detection: Once the BUQ team gathers the necessary information and/or documentation, it proceeds to determine the root cause of the incident through the use of internal procedures.

6 - Implementation of the solution: Once the root cause of the incident has been identified, proceed as follows:

a.- The root cause is a known error. BUQ has sufficient information to apply the solution to the reported incident by performing the following activities:

• Notifies the customer by available means about the possible solution to the reported incident.
• Coordinates the assignment of a maintenance window for the implementation of the identified solution.

b.- The root cause is an unknown error. BUQ has no previous information in its knowledge base regarding the reported incident, performing the following activities:

• After the initial diagnosis, the incident is escalated for attention to the corresponding area.
• Notifies the user that the incident has been escalated.
• Once the solution is identified, BUQ notifies the user of the possible solution and coordinates the assignment of a maintenance window for the implementation of the identified solution.
• BUQ documents the solution.

c.- BUQ will follow up until the resolution of the incident.

d. The ticket will be closed once the customer confirms that the incident has been resolved or 3 days after having applied the solution to the incident and not having received feedback from the user.

 

Measuring Service Levels.

The measurement of the service level will be executed on a MONTHLY basis, delivering to the CUSTOMER a report with the details of the daily availability of the corresponding period. In case there is an event that causes a drop in the availability of the service, the time that such lack of service lasts will be accumulated during the period until reaching the maximum agreed upon.

Exclusions to the measurement of service levels.

They are not included in the above mentioned service level:

• Scheduled downtime events to execute possible updates in the operating system, tools and applications. The CUSTOMER will be previously notified of the necessary shutdowns and the execution will be coordinated at times of low occupancy of the service.
• Those unscheduled mandatory shutdowns determined internally or externally by third parties as urgent, and outside the normal operation of the service (for example, urgent update due to vulnerability) will be evaluated by BUQ, the impact, necessity and scope, giving as much advance notice as possible and preferably performed at times of low occupancy of the service.
• Events that generate interruptions in the service, responsibility of suppliers external to BUQ and on which the availability of the service depends, identified in the root cause analysis.

 

Schedules, solution times and escalation

For all requests, BUQ Operations' goal is to have an assigned professional with the appropriate skills to resolve issues/requirements within the resolution times in this document, upon receipt of the request. Service priorities may require exceptions to this goal during certain times of the year.

BUQ Operations aims to achieve the following goals:

Availability
Description	Monthly	Hours of operation*	Criteria	Comments
Service availability	98%	Monday to Sunday 8:00-20:00 hours	Service Uptime	Holidays are not considered in the average.
Level of response to incidents	95%	Monday to Sunday 8:00-20:00 hours	Ticket Service Time within SLA	Holidays are not considered in the average.

*7 days a week for 12 hours

 

Solution to Incidents/Service Requests

The goal of Operations is to have an assigned professional with the appropriate skills to resolve incidents/requirements within the resolution times in this document.

• In the schedules: Monday to Sunday 8:00-20:00 hours.

The following classification is applied to determine the level of response to incidents:

Incident	Impact	Urgency	Priority
Service not available	Major impact on the user base	Urgent	Incidence N1
Service failure	Affectation of some of the main functionalities	High	Incidence N2
Service degradation	Affectation of functionalities that do not impede general operation.	Media	Incidence N3
Requests	N/A	Download	Service Requests

Matrix of escalation to incidents

Priority	1st Level	2nd Level	3rd Level
Incidence N1	15 minutes	2 hours (working hours)	24 Hours (business hours)
Incidence N2	15 minutes	4 hours (working hours)	48 Hours (working)
Incidence N3	15 minutes	8 hours (working hours)	72 Hours (working)
Requests	15 minutes	48 hours	72 hours (working hours)

Contact information

Level	Name	E-mail address	Contact telephone number
1st Level	Support	[email protected]	5590354455
2nd Level	Martin Decima	[email protected]	5590354455
3rd Level	Andrés Arrechea	[email protected]	5590354455
General Management	Gabriel Arrechea	[email protected]	5590354455