Service Level Agreement \u2013 NeoTalentFlow | NeoDialogs<\/title>\n<link rel=\"preconnect\" href=\"https:\/\/fonts.googleapis.com\"\/>\n<link rel=\"preconnect\" href=\"https:\/\/fonts.gstatic.com\" crossorigin\/>\n<link href=\"https:\/\/fonts.googleapis.com\/css2?family=Plus+Jakarta+Sans:ital,wght@0,300;0,400;0,500;0,600;0,700;1,400&display=swap\" rel=\"stylesheet\"\/>\n<style>\n :root {\n --navy: #1B3A6B;\n --sky: #2D9CDB;\n --teal: #27AE8F;\n --light-blue: #EBF5FB;\n --bg: #F8FAFB;\n --white: #FFFFFF;\n --text: #2C3E50;\n --muted: #6B7A8D;\n --border: #DDE6EF;\n }\n\n *, *::before, *::after { box-sizing: border-box; margin: 0; padding: 0; }\n\n body {\n font-family: 'Plus Jakarta Sans', sans-serif;\n background: var(--bg);\n color: var(--text);\n font-size: 15px;\n line-height: 1.75;\n }\n\n \/* NAV *\/\n nav {\n background: var(--white);\n border-bottom: 1px solid var(--border);\n position: sticky;\n top: 0;\n z-index: 100;\n padding: 0 40px;\n display: flex;\n align-items: center;\n justify-content: space-between;\n height: 68px;\n box-shadow: 0 2px 12px rgba(27,58,107,.06);\n }\n .nav-logo { display: flex; align-items: center; gap: 10px; text-decoration: none; }\n .nav-logo-mark {\n width: 36px; height: 36px; background: var(--navy);\n border-radius: 8px; display: flex; align-items: center; justify-content: center;\n }\n .nav-logo-mark svg { width: 22px; height: 22px; fill: white; }\n .nav-logo-text { font-size: 17px; font-weight: 700; color: var(--navy); letter-spacing: -0.3px; }\n .nav-links { display: flex; gap: 28px; list-style: none; }\n .nav-links a { text-decoration: none; color: var(--muted); font-size: 14px; font-weight: 500; transition: color .2s; }\n .nav-links a:hover { color: var(--navy); }\n .nav-links a.active { color: var(--sky); }\n .nav-cta {\n background: var(--sky); color: white; padding: 8px 20px;\n border-radius: 8px; font-size: 14px; font-weight: 600;\n text-decoration: none; transition: background .2s, transform .15s;\n }\n .nav-cta:hover { background: var(--navy); transform: translateY(-1px); }\n\n \/* HERO *\/\n .hero {\n background: linear-gradient(135deg, var(--navy) 0%, #24508A 60%, #1a6fa8 100%);\n padding: 72px 40px 60px;\n text-align: center;\n position: relative;\n overflow: hidden;\n }\n .hero::before {\n content: '';\n position: absolute; inset: 0;\n background: url(\"data:image\/svg+xml,%3Csvg width='60' height='60' viewBox='0 0 60 60' xmlns='http:\/\/www.w3.org\/2000\/svg'%3E%3Cg fill='none' fill-rule='evenodd'%3E%3Cg fill='%23ffffff' fill-opacity='0.03'%3E%3Cpath d='M36 34v-4h-2v4h-4v2h4v4h2v-4h4v-2h-4zm0-30V0h-2v4h-4v2h4v4h2V6h4V4h-4zM6 34v-4H4v4H0v2h4v4h2v-4h4v-2H6zM6 4V0H4v4H0v2h4v4h2V6h4V4H6z'\/%3E%3C\/g%3E%3C\/g%3E%3C\/svg%3E\") repeat;\n pointer-events: none;\n }\n .hero-badge {\n display: inline-flex; align-items: center; gap: 6px;\n background: rgba(45,156,219,.25); border: 1px solid rgba(45,156,219,.4);\n color: #90D0F5; font-size: 12px; font-weight: 600; letter-spacing: .8px;\n text-transform: uppercase; padding: 5px 14px; border-radius: 20px; margin-bottom: 20px;\n }\n .hero h1 {\n color: white; font-size: clamp(28px, 4vw, 42px); font-weight: 700;\n letter-spacing: -0.5px; line-height: 1.2; margin-bottom: 14px;\n }\n .hero h1 span { color: #90D0F5; }\n .hero-sub { color: rgba(255,255,255,.7); font-size: 15px; max-width: 540px; margin: 0 auto 28px; }\n .hero-meta { display: flex; justify-content: center; gap: 32px; flex-wrap: wrap; }\n .hero-meta-item { display: flex; align-items: center; gap: 6px; color: rgba(255,255,255,.6); font-size: 13px; }\n .hero-meta-item svg { width: 14px; height: 14px; fill: #90D0F5; flex-shrink: 0; }\n\n \/* LAYOUT *\/\n .page-wrap { max-width: 900px; margin: 0 auto; padding: 56px 24px 80px; }\n\n \/* TOC *\/\n .toc {\n background: var(--white); border: 1px solid var(--border);\n border-left: 4px solid var(--sky); border-radius: 12px;\n padding: 24px 28px; margin-bottom: 48px;\n }\n .toc-title { font-size: 12px; font-weight: 700; letter-spacing: .8px; text-transform: uppercase; color: var(--muted); margin-bottom: 14px; }\n .toc ol { padding-left: 18px; display: grid; grid-template-columns: 1fr 1fr; gap: 4px 24px; }\n .toc li { font-size: 13.5px; }\n .toc a { color: var(--sky); text-decoration: none; font-weight: 500; transition: color .2s; }\n .toc a:hover { color: var(--navy); text-decoration: underline; }\n\n \/* SECTIONS *\/\n .section {\n background: var(--white); border-radius: 16px; border: 1px solid var(--border);\n padding: 36px 40px; margin-bottom: 24px; scroll-margin-top: 88px;\n transition: box-shadow .2s;\n }\n .section:hover { box-shadow: 0 4px 24px rgba(27,58,107,.07); }\n .section-header {\n display: flex; align-items: flex-start; gap: 16px;\n margin-bottom: 20px; padding-bottom: 20px; border-bottom: 1px solid var(--border);\n }\n .section-num {\n width: 36px; height: 36px; min-width: 36px;\n background: var(--light-blue); color: var(--sky); border-radius: 8px;\n display: flex; align-items: center; justify-content: center;\n font-size: 14px; font-weight: 700; margin-top: 2px;\n }\n .section h2 { font-size: 18px; font-weight: 700; color: var(--navy); letter-spacing: -0.2px; line-height: 1.3; }\n .section p { color: var(--text); font-size: 14.5px; margin-bottom: 12px; }\n .section p:last-child { margin-bottom: 0; }\n\n \/* ITEMS *\/\n .item { display: flex; gap: 12px; align-items: flex-start; padding: 10px 0; border-bottom: 1px solid var(--border); }\n .item:last-child { border-bottom: none; padding-bottom: 0; }\n .item:first-child { padding-top: 0; }\n .item-dot { width: 7px; height: 7px; min-width: 7px; background: var(--sky); border-radius: 50%; margin-top: 8px; }\n .item-text { font-size: 14.5px; color: var(--text); line-height: 1.65; }\n .item-text strong { color: var(--navy); font-weight: 600; }\n\n \/* TABLE *\/\n .metric-table { width: 100%; border-collapse: collapse; font-size: 14px; margin: 16px 0; border-radius: 10px; overflow: hidden; border: 1px solid var(--border); }\n .metric-table thead tr { background: var(--navy); color: white; }\n .metric-table thead th { padding: 11px 16px; text-align: left; font-weight: 600; font-size: 13px; letter-spacing: .2px; }\n .metric-table tbody tr:nth-child(even) { background: var(--light-blue); }\n .metric-table tbody tr:nth-child(odd) { background: var(--white); }\n .metric-table tbody tr:hover { background: #ddeef9; }\n .metric-table td { padding: 11px 16px; border-bottom: 1px solid var(--border); color: var(--text); vertical-align: top; }\n .metric-table tbody tr:last-child td { border-bottom: none; }\n\n \/* BADGES *\/\n .badge { display: inline-block; padding: 2px 10px; border-radius: 20px; font-size: 12px; font-weight: 700; letter-spacing: .3px; }\n .badge-p1 { background: #FDECEA; color: #C0392B; }\n .badge-p2 { background: #FEF9E7; color: #B7770D; }\n .badge-p3 { background: #EAF7EE; color: #1E8449; }\n .badge-val { background: var(--light-blue); color: var(--sky); }\n\n \/* FORMULA *\/\n .formula-box {\n background: var(--light-blue); border: 1px solid #BAD9EF;\n border-left: 4px solid var(--sky); border-radius: 10px;\n padding: 14px 20px; text-align: center; font-weight: 600;\n color: var(--navy); font-size: 14px; margin: 16px 0; font-style: italic;\n }\n\n \/* NOTE *\/\n .note-box {\n background: #FFF8E6; border: 1px solid #FAEAB0;\n border-left: 4px solid #F0B429; border-radius: 10px;\n padding: 12px 16px; font-size: 13.5px; color: #7A5F00;\n margin: 16px 0; display: flex; gap: 10px; align-items: flex-start;\n }\n .note-box svg { width: 16px; height: 16px; fill: #F0B429; min-width: 16px; margin-top: 2px; }\n\n \/* CONTACT *\/\n .contact-box {\n background: linear-gradient(135deg, var(--navy), #24508A);\n border-radius: 16px; padding: 32px 36px; color: white; margin-top: 16px;\n }\n .contact-box h3 { font-size: 18px; margin-bottom: 8px; }\n .contact-box p { color: rgba(255,255,255,.75); font-size: 14px; margin-bottom: 16px; }\n .contact-row { display: flex; gap: 20px; flex-wrap: wrap; }\n .contact-item { display: flex; align-items: center; gap: 8px; color: rgba(255,255,255,.85); font-size: 13.5px; text-decoration: none; }\n .contact-item svg { width: 15px; height: 15px; fill: #90D0F5; }\n .contact-item:hover { color: white; }\n\n \/* FOOTER *\/\n footer { background: var(--navy); color: rgba(255,255,255,.55); text-align: center; padding: 28px 24px; font-size: 13px; }\n footer strong { color: rgba(255,255,255,.8); }\n footer .footer-links { margin-top: 10px; display: flex; justify-content: center; gap: 20px; flex-wrap: wrap; }\n footer .footer-links a { color: rgba(255,255,255,.5); text-decoration: none; font-size: 12.5px; }\n footer .footer-links a:hover { color: var(--sky); }\n\n .subsection-title { margin-top: 20px; margin-bottom: 14px; font-weight: 600; color: var(--navy); font-size: 14px; }\n\n \/* RESPONSIVE *\/\n @media (max-width: 640px) {\n nav { padding: 0 16px; }\n .nav-links, .nav-cta { display: none; }\n .hero { padding: 48px 20px 40px; }\n .hero-meta { gap: 16px; }\n .page-wrap { padding: 32px 16px 56px; }\n .section { padding: 24px 20px; }\n .toc ol { grid-template-columns: 1fr; }\n .contact-box { padding: 24px 20px; }\n }\n\n @keyframes fadeUp {\n from { opacity: 0; transform: translateY(18px); }\n to { opacity: 1; transform: translateY(0); }\n }\n .hero > * { animation: fadeUp .5s ease both; }\n .hero > *:nth-child(1) { animation-delay: .05s; }\n .hero > *:nth-child(2) { animation-delay: .12s; }\n .hero > *:nth-child(3) { animation-delay: .18s; }\n .hero > *:nth-child(4) { animation-delay: .24s; }\n .hero > *:nth-child(5) { animation-delay: .30s; }\n<\/style>\n<\/head>\n<body>\n\n\n\n<div class=\"hero\">\n <div class=\"hero-badge\">\n <svg viewBox=\"0 0 24 24\" style=\"width:12px;height:12px;fill:#90D0F5\"><path d=\"M9 16.17L4.83 12l-1.42 1.41L9 19 21 7l-1.41-1.41L9 16.17z\"\/><\/svg>\n Legal & Compliance\n <\/div>\n <h1>Acuerdo de nivel de servicio<br\/><span>NeoTalentFlow<\/span><\/h1>\n <p class=\"hero-sub\">Compromisos de disponibilidad, tiempos de respuesta y compensaciones del servicio gestionado de automatizaci\u00f3n de reclutamiento.<\/p>\n <div class=\"hero-meta\">\n <div class=\"hero-meta-item\">\n <svg viewBox=\"0 0 24 24\"><path d=\"M12 2C6.48 2 2 6.48 2 12s4.48 10 10 10 10-4.48 10-10S17.52 2 12 2zm-2 15l-5-5 1.41-1.41L10 14.17l7.59-7.59L19 8l-9 9z\"\/><\/svg>\n NeoDialogs \/ Mailmaxx LLC\n <\/div>\n <div class=\"hero-meta-item\">\n <svg viewBox=\"0 0 24 24\"><path d=\"M17 12h-5v5h5v-5zM16 1v2H8V1H6v2H5c-1.11 0-2 .9-2 2v14c0 1.1.89 2 2 2h14c1.1 0 2-.9 2-2V5c0-1.1-.9-2-2-2h-1V1h-2zm3 18H5V8h14v11z\"\/><\/svg>\n Vigente desde: Marzo 2026\n <\/div>\n <div class=\"hero-meta-item\">\n <svg viewBox=\"0 0 24 24\"><path d=\"M12 1L3 5v6c0 5.55 3.84 10.74 9 12 5.16-1.26 9-6.45 9-12V5l-9-4z\"\/><\/svg>\n Uptime garantizado: 97%\n <\/div>\n <\/div>\n<\/div>\n\n<div class=\"page-wrap\">\n\n <div class=\"toc\">\n <div class=\"toc-title\">Contenido del documento<\/div>\n <ol>\n <li><a href=\"#s1\">Objeto<\/a><\/li>\n <li><a href=\"#s2\">Definiciones<\/a><\/li>\n <li><a href=\"#s3\">Disponibilidad garantizada<\/a><\/li>\n <li><a href=\"#s4\">Tiempos de respuesta<\/a><\/li>\n <li><a href=\"#s5\">Gesti\u00f3n de incidentes<\/a><\/li>\n <li><a href=\"#s6\">Mantenimiento programado<\/a><\/li>\n <li><a href=\"#s7\">Exclusiones<\/a><\/li>\n <li><a href=\"#s8\">Compensaciones<\/a><\/li>\n <li><a href=\"#s9\">Monitoreo y reportes<\/a><\/li>\n <li><a href=\"#s10\">Vigencia y revisi\u00f3n<\/a><\/li>\n <li><a href=\"#s11\">Contacto<\/a><\/li>\n <\/ol>\n <\/div>\n\n <div class=\"section\" id=\"s1\">\n <div class=\"section-header\">\n <div class=\"section-num\">1<\/div>\n <h2>Objeto<\/h2>\n <\/div>\n <p>El presente Acuerdo de Nivel de Servicio (en adelante, <strong>“SLA”<\/strong>) establece los compromisos de disponibilidad, tiempos de respuesta y procedimientos de compensaci\u00f3n que <strong>NeoDialogs<\/strong> (operando bajo Mailmaxx LLC) garantiza al Cliente en relaci\u00f3n con la plataforma <strong>NeoTalentFlow<\/strong>.<\/p>\n <p>Su n\u00facleo tecnol\u00f3gico integra la <strong>API de WhatsApp Business<\/strong>, inteligencia artificial para el screening y ranking de candidatos, y <strong>Google Calendar<\/strong> para la coordinaci\u00f3n autom\u00e1tica de entrevistas, operando en modalidad <em>managed service<\/em>.<\/p>\n <p>Este SLA forma parte integral del contrato de servicio suscrito entre las partes y prevalece sobre cualquier comunicaci\u00f3n informal al respecto.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s2\">\n <div class=\"section-header\">\n <div class=\"section-num\">2<\/div>\n <h2>Definiciones<\/h2>\n <\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Servicio:<\/strong> Plataforma NeoTalentFlow gestionada por NeoDialogs en modalidad managed service.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Disponibilidad:<\/strong> Porcentaje de tiempo en que el Servicio opera sin interrupci\u00f3n total, calculado mensualmente.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Tiempo de Inactividad:<\/strong> Periodo en que el Servicio es inaccesible o no funcional por causas atribuibles a NeoDialogs.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Incidente P1:<\/strong> Interrupci\u00f3n total del Servicio: el bot de WhatsApp no responde, el pipeline de screening no procesa candidatos o la integraci\u00f3n con Google Calendar no funciona.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Incidente P2:<\/strong> Degradaci\u00f3n parcial \u2014 alguna funci\u00f3n opera con errores o lentitud, pero el Servicio contin\u00faa disponible en forma reducida.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Horario H\u00e1bil:<\/strong> Lunes a viernes, 08:00\u201318:00 hora local del Cliente, salvo festivos locales previamente notificados.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Cr\u00e9dito de Servicio:<\/strong> Compensaci\u00f3n econ\u00f3mica aplicada como descuento en el fee mensual del siguiente periodo de facturaci\u00f3n.<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s3\">\n <div class=\"section-header\">\n <div class=\"section-num\">3<\/div>\n <h2>Disponibilidad Garantizada<\/h2>\n <\/div>\n <p>NeoDialogs garantiza una disponibilidad mensual del Servicio de:<\/p>\n <table class=\"metric-table\">\n <thead><tr><th>M\u00e9trica<\/th><th>Valor comprometido<\/th><th>Tolerancia mensual de inactividad<\/th><\/tr><\/thead>\n <tbody>\n <tr><td>Uptime mensual garantizado<\/td><td><span class=\"badge badge-val\">97.0 %<\/span><\/td><td>\u2248 21 h 54 min \/ mes<\/td><\/tr>\n <\/tbody>\n <\/table>\n <p>El porcentaje de disponibilidad se calcula seg\u00fan la f\u00f3rmula:<\/p>\n <div class=\"formula-box\">Disponibilidad (%) = ((Minutos del mes \u2212 Minutos de inactividad) \/ Minutos del mes) \u00d7 100<\/div>\n <\/div>\n\n <div class=\"section\" id=\"s4\">\n <div class=\"section-header\">\n <div class=\"section-num\">4<\/div>\n <h2>Tiempos de Respuesta del Servicio<\/h2>\n <\/div>\n <table class=\"metric-table\">\n <thead><tr><th>Componente<\/th><th>M\u00e9trica<\/th><th>Compromiso<\/th><\/tr><\/thead>\n <tbody>\n <tr><td>Bot WhatsApp Business<\/td><td>Primera respuesta a candidato (horario h\u00e1bil)<\/td><td><span class=\"badge badge-val\">10 min<\/span><\/td><\/tr>\n <tr><td>Screening de CVs<\/td><td>Procesamiento por lote (hasta 50 candidatos)<\/td><td><span class=\"badge badge-val\">4 h h\u00e1biles<\/span><\/td><\/tr>\n <tr><td>Agendamiento Google Calendar<\/td><td>Confirmaci\u00f3n enviada al candidato tras completar conversaci\u00f3n<\/td><td><span class=\"badge badge-val\">30 min<\/span><\/td><\/tr>\n <\/tbody>\n <\/table>\n <div class=\"note-box\">\n <svg viewBox=\"0 0 24 24\"><path d=\"M12 2C6.48 2 2 6.48 2 12s4.48 10 10 10 10-4.48 10-10S17.52 2 12 2zm1 15h-2v-2h2v2zm0-4h-2V7h2v6z\"\/><\/svg>\n Fuera del horario h\u00e1bil, el bot de WhatsApp opera en modo asistido. Los tiempos de respuesta fuera de dicha ventana no est\u00e1n cubiertos por este SLA.\n <\/div>\n <\/div>\n\n <div class=\"section\" id=\"s5\">\n <div class=\"section-header\">\n <div class=\"section-num\">5<\/div>\n <h2>Gesti\u00f3n de Incidentes<\/h2>\n <\/div>\n <p class=\"subsection-title\">5.1 Clasificaci\u00f3n y tiempos de resoluci\u00f3n<\/p>\n <table class=\"metric-table\">\n <thead><tr><th>Prioridad<\/th><th>Descripci\u00f3n<\/th><th>Tiempo de respuesta<\/th><th>Resoluci\u00f3n<\/th><\/tr><\/thead>\n <tbody>\n <tr><td><span class=\"badge badge-p1\">P1 \u2013 Cr\u00edtico<\/span><\/td><td>Servicio totalmente inoperativo<\/td><td>1 hora<\/td><td><strong>8 horas<\/strong><\/td><\/tr>\n <tr><td><span class=\"badge badge-p2\">P2 \u2013 Degradado<\/span><\/td><td>Funci\u00f3n parcialmente afectada<\/td><td>4 h h\u00e1biles<\/td><td><strong>24 h h\u00e1biles<\/strong><\/td><\/tr>\n <tr><td><span class=\"badge badge-p3\">P3 \u2013 Consulta<\/span><\/td><td>Pregunta, ajuste menor o mejora<\/td><td>1 d\u00eda h\u00e1bil<\/td><td>Seg\u00fan alcance<\/td><\/tr>\n <\/tbody>\n <\/table>\n <p class=\"subsection-title\">5.2 Canal de reporte<\/p>\n <p>Los incidentes deben reportarse a trav\u00e9s del canal oficial de soporte definido en el contrato (correo electr\u00f3nico y\/o plataforma de tickets). NeoDialogs acusar\u00e1 recibo en los tiempos indicados e informar\u00e1 al Cliente del progreso <strong>cada 2 horas<\/strong> durante la atenci\u00f3n de un P1.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s6\">\n <div class=\"section-header\">\n <div class=\"section-num\">6<\/div>\n <h2>Mantenimiento Programado<\/h2>\n <\/div>\n <p>NeoDialogs se reserva ventanas de mantenimiento planificado bajo las siguientes condiciones:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Notificaci\u00f3n previa al Cliente con un m\u00ednimo de <strong>24 horas de anticipaci\u00f3n<\/strong> por correo electr\u00f3nico.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Las ventanas se programar\u00e1n preferentemente en <strong>horarios de baja actividad<\/strong> (s\u00e1bados 00:00\u201306:00 hora UTC-5).<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">La duraci\u00f3n m\u00e1xima de cada ventana ser\u00e1 de <strong>4 horas continuas<\/strong>.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">El tiempo de inactividad derivado de mantenimiento programado <strong>no ser\u00e1 contabilizado<\/strong> en el c\u00e1lculo del uptime mensual.<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s7\">\n <div class=\"section-header\">\n <div class=\"section-num\">7<\/div>\n <h2>Exclusiones del SLA<\/h2>\n <\/div>\n <p>Los compromisos de disponibilidad y tiempo de respuesta no aplican en los siguientes escenarios:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Interrupciones originadas en la <strong>plataforma de Meta \/ WhatsApp Business API<\/strong> fuera del control de NeoDialogs.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Ca\u00eddas de <strong>Google Calendar API<\/strong> o servicios de infraestructura de Google.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Fallos en la <strong>conectividad de internet del Cliente<\/strong> o sus candidatos.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Fuerza mayor:<\/strong> desastres naturales, conflictos, pandemias, \u00f3rdenes gubernamentales.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Incidentes causados por <strong>uso indebido<\/strong> de la plataforma, modificaciones no autorizadas o incumplimiento de las especificaciones t\u00e9cnicas acordadas.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Mantenimientos programados notificados con 24 horas de anticipaci\u00f3n.<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s8\">\n <div class=\"section-header\">\n <div class=\"section-num\">8<\/div>\n <h2>Compensaciones por Incumplimiento<\/h2>\n <\/div>\n <p>En caso de que NeoDialogs no alcance el uptime garantizado del 97.0% en un mes calendario, el Cliente tendr\u00e1 derecho a un Cr\u00e9dito de Servicio:<\/p>\n <table class=\"metric-table\">\n <thead><tr><th>Disponibilidad real (mensual)<\/th><th>Cr\u00e9dito sobre fee mensual<\/th><\/tr><\/thead>\n <tbody>\n <tr><td>96.0% \u2013 96.9%<\/td><td><span class=\"badge badge-p3\">5 %<\/span><\/td><\/tr>\n <tr><td>95.0% \u2013 95.9%<\/td><td><span class=\"badge badge-p2\">10 %<\/span><\/td><\/tr>\n <tr><td>Por debajo de 95.0%<\/td><td><span class=\"badge badge-p1\">15 %<\/span><\/td><\/tr>\n <\/tbody>\n <\/table>\n <p class=\"subsection-title\">Condiciones de aplicaci\u00f3n:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">El Cliente debe solicitar el cr\u00e9dito dentro de los <strong>10 d\u00edas h\u00e1biles<\/strong> siguientes al cierre del mes afectado, adjuntando evidencia del impacto reportado.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Los cr\u00e9ditos se aplican en la <strong>siguiente factura<\/strong>; no son canjeables por dinero en efectivo.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">El cr\u00e9dito m\u00e1ximo acumulable en un mes es del <strong>15% del fee mensual<\/strong>, independientemente de la cantidad o naturaleza de los incumplimientos.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Los cr\u00e9ditos no aplican sobre conceptos adicionales (setup, integraciones especiales, licencias de terceros).<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s9\">\n <div class=\"section-header\">\n <div class=\"section-num\">9<\/div>\n <h2>Monitoreo y Reportes<\/h2>\n <\/div>\n <p>NeoDialogs se compromete a:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Publicar el estado del servicio en un dashboard accesible al Cliente o remitir un <strong>informe mensual de disponibilidad<\/strong> dentro de los primeros 5 d\u00edas h\u00e1biles de cada mes.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Notificar al Cliente en un plazo m\u00e1ximo de <strong>30 minutos<\/strong> tras detectar un incidente P1.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Proveer un resumen post-incidente <strong>(RCA \u2013 Root Cause Analysis)<\/strong> dentro de las 48 horas siguientes a la resoluci\u00f3n de cualquier P1.<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s10\">\n <div class=\"section-header\">\n <div class=\"section-num\">10<\/div>\n <h2>Vigencia y Revisi\u00f3n<\/h2>\n <\/div>\n <p>Este SLA entra en vigor en la fecha de firma del contrato de servicio y permanece vigente durante toda la relaci\u00f3n contractual.<\/p>\n <p>NeoDialogs podr\u00e1 revisar los t\u00e9rminos de este SLA con un <strong>preaviso de 30 d\u00edas<\/strong> al Cliente. La continuaci\u00f3n del servicio tras dicho periodo implica la aceptaci\u00f3n de los nuevos t\u00e9rminos.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s11\">\n <div class=\"section-header\">\n <div class=\"section-num\">11<\/div>\n <h2>Contacto<\/h2>\n <\/div>\n <p>Si tiene preguntas o comentarios sobre este SLA, cont\u00e1ctenos a trav\u00e9s de los canales oficiales\n <\/div>\n <\/div>\n <\/div>\n\n<\/div>\n\n\n\n<script data-cfasync=\"false\" src=\"\/cdn-cgi\/scripts\/5c5dd728\/cloudflare-static\/email-decode.min.js\"><\/script><script>\n document.querySelectorAll('a[href^=\"#\"]').forEach(a => {\n a.addEventListener('click', e => {\n const target = document.querySelector(a.getAttribute('href'));\n if (target) { e.preventDefault(); target.scrollIntoView({ behavior: 'smooth' }); }\n });\n });\n\n const observer = new IntersectionObserver(entries => {\n entries.forEach(entry => {\n if (entry.isIntersecting) {\n entry.target.style.opacity = '1';\n entry.target.style.transform = 'translateY(0)';\n observer.unobserve(entry.target);\n }\n });\n }, { threshold: 0.08 });\n\n document.q\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Service Level Agreement \u2013 NeoTalentFlow | NeoDialogs Legal & Compliance Acuerdo de nivel de servicioNeoTalentFlow Compromisos de disponibilidad, tiempos de respuesta y compensaciones del servicio gestionado de automatizaci\u00f3n de reclutamiento. NeoDialogs \/ Mailmaxx LLC Vigente desde: Marzo 2026 Uptime garantizado: 97% Contenido del documento Objeto Definiciones Disponibilidad garantizada Tiempos de respuesta Gesti\u00f3n de incidentes Mantenimiento […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[16],"tags":[41],"class_list":["post-1963","page","type-page","status-publish","hentry","category-english","tag-dataprivacy-en"],"_links":{"self":[{"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/pages\/1963","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/comments?post=1963"}],"version-history":[{"count":19,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/pages\/1963\/revisions"}],"predecessor-version":[{"id":2631,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/pages\/1963\/revisions\/2631"}],"wp:attachment":[{"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/media?parent=1963"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/categories?post=1963"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/tags?post=1963"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}

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\n\t\t\t\t\t\t\t\t\t\n\n\n\n\nService Level Agreement \u2013 NeoTalentFlow | NeoDialogs<\/title>\n<link rel=\"preconnect\" href=\"https:\/\/fonts.googleapis.com\"\/>\n<link rel=\"preconnect\" href=\"https:\/\/fonts.gstatic.com\" crossorigin\/>\n<link href=\"https:\/\/fonts.googleapis.com\/css2?family=Plus+Jakarta+Sans:ital,wght@0,300;0,400;0,500;0,600;0,700;1,400&display=swap\" rel=\"stylesheet\"\/>\n<style>\n :root {\n --navy: #1B3A6B;\n --sky: #2D9CDB;\n --teal: #27AE8F;\n --light-blue: #EBF5FB;\n --bg: #F8FAFB;\n --white: #FFFFFF;\n --text: #2C3E50;\n --muted: #6B7A8D;\n --border: #DDE6EF;\n }\n\n *, *::before, *::after { box-sizing: border-box; margin: 0; padding: 0; }\n\n body {\n font-family: 'Plus Jakarta Sans', sans-serif;\n background: var(--bg);\n color: var(--text);\n font-size: 15px;\n line-height: 1.75;\n }\n\n \/* NAV *\/\n nav {\n background: var(--white);\n border-bottom: 1px solid var(--border);\n position: sticky;\n top: 0;\n z-index: 100;\n padding: 0 40px;\n display: flex;\n align-items: center;\n justify-content: space-between;\n height: 68px;\n box-shadow: 0 2px 12px rgba(27,58,107,.06);\n }\n .nav-logo { display: flex; align-items: center; gap: 10px; text-decoration: none; }\n .nav-logo-mark {\n width: 36px; height: 36px; background: var(--navy);\n border-radius: 8px; display: flex; align-items: center; justify-content: center;\n }\n .nav-logo-mark svg { width: 22px; height: 22px; fill: white; }\n .nav-logo-text { font-size: 17px; font-weight: 700; color: var(--navy); letter-spacing: -0.3px; }\n .nav-links { display: flex; gap: 28px; list-style: none; }\n .nav-links a { text-decoration: none; color: var(--muted); font-size: 14px; font-weight: 500; transition: color .2s; }\n .nav-links a:hover { color: var(--navy); }\n .nav-links a.active { color: var(--sky); }\n .nav-cta {\n background: var(--sky); color: white; padding: 8px 20px;\n border-radius: 8px; font-size: 14px; font-weight: 600;\n text-decoration: none; transition: background .2s, transform .15s;\n }\n .nav-cta:hover { background: var(--navy); transform: translateY(-1px); }\n\n \/* HERO *\/\n .hero {\n background: linear-gradient(135deg, var(--navy) 0%, #24508A 60%, #1a6fa8 100%);\n padding: 72px 40px 60px;\n text-align: center;\n position: relative;\n overflow: hidden;\n }\n .hero::before {\n content: '';\n position: absolute; inset: 0;\n background: url(\"data:image\/svg+xml,%3Csvg width='60' height='60' viewBox='0 0 60 60' xmlns='http:\/\/www.w3.org\/2000\/svg'%3E%3Cg fill='none' fill-rule='evenodd'%3E%3Cg fill='%23ffffff' fill-opacity='0.03'%3E%3Cpath d='M36 34v-4h-2v4h-4v2h4v4h2v-4h4v-2h-4zm0-30V0h-2v4h-4v2h4v4h2V6h4V4h-4zM6 34v-4H4v4H0v2h4v4h2v-4h4v-2H6zM6 4V0H4v4H0v2h4v4h2V6h4V4H6z'\/%3E%3C\/g%3E%3C\/g%3E%3C\/svg%3E\") repeat;\n pointer-events: none;\n }\n .hero-badge {\n display: inline-flex; align-items: center; gap: 6px;\n background: rgba(45,156,219,.25); border: 1px solid rgba(45,156,219,.4);\n color: #90D0F5; font-size: 12px; font-weight: 600; letter-spacing: .8px;\n text-transform: uppercase; padding: 5px 14px; border-radius: 20px; margin-bottom: 20px;\n }\n .hero h1 {\n color: white; font-size: clamp(28px, 4vw, 42px); font-weight: 700;\n letter-spacing: -0.5px; line-height: 1.2; margin-bottom: 14px;\n }\n .hero h1 span { color: #90D0F5; }\n .hero-sub { color: rgba(255,255,255,.7); font-size: 15px; max-width: 540px; margin: 0 auto 28px; }\n .hero-meta { display: flex; justify-content: center; gap: 32px; flex-wrap: wrap; }\n .hero-meta-item { display: flex; align-items: center; gap: 6px; color: rgba(255,255,255,.6); font-size: 13px; }\n .hero-meta-item svg { width: 14px; height: 14px; fill: #90D0F5; flex-shrink: 0; }\n\n \/* LAYOUT *\/\n .page-wrap { max-width: 900px; margin: 0 auto; padding: 56px 24px 80px; }\n\n \/* TOC *\/\n .toc {\n background: var(--white); border: 1px solid var(--border);\n border-left: 4px solid var(--sky); border-radius: 12px;\n padding: 24px 28px; margin-bottom: 48px;\n }\n .toc-title { font-size: 12px; font-weight: 700; letter-spacing: .8px; text-transform: uppercase; color: var(--muted); margin-bottom: 14px; }\n .toc ol { padding-left: 18px; display: grid; grid-template-columns: 1fr 1fr; gap: 4px 24px; }\n .toc li { font-size: 13.5px; }\n .toc a { color: var(--sky); text-decoration: none; font-weight: 500; transition: color .2s; }\n .toc a:hover { color: var(--navy); text-decoration: underline; }\n\n \/* SECTIONS *\/\n .section {\n background: var(--white); border-radius: 16px; border: 1px solid var(--border);\n padding: 36px 40px; margin-bottom: 24px; scroll-margin-top: 88px;\n transition: box-shadow .2s;\n }\n .section:hover { box-shadow: 0 4px 24px rgba(27,58,107,.07); }\n .section-header {\n display: flex; align-items: flex-start; gap: 16px;\n margin-bottom: 20px; padding-bottom: 20px; border-bottom: 1px solid var(--border);\n }\n .section-num {\n width: 36px; height: 36px; min-width: 36px;\n background: var(--light-blue); color: var(--sky); border-radius: 8px;\n display: flex; align-items: center; justify-content: center;\n font-size: 14px; font-weight: 700; margin-top: 2px;\n }\n .section h2 { font-size: 18px; font-weight: 700; color: var(--navy); letter-spacing: -0.2px; line-height: 1.3; }\n .section p { color: var(--text); font-size: 14.5px; margin-bottom: 12px; }\n .section p:last-child { margin-bottom: 0; }\n\n \/* ITEMS *\/\n .item { display: flex; gap: 12px; align-items: flex-start; padding: 10px 0; border-bottom: 1px solid var(--border); }\n .item:last-child { border-bottom: none; padding-bottom: 0; }\n .item:first-child { padding-top: 0; }\n .item-dot { width: 7px; height: 7px; min-width: 7px; background: var(--sky); border-radius: 50%; margin-top: 8px; }\n .item-text { font-size: 14.5px; color: var(--text); line-height: 1.65; }\n .item-text strong { color: var(--navy); font-weight: 600; }\n\n \/* TABLE *\/\n .metric-table { width: 100%; border-collapse: collapse; font-size: 14px; margin: 16px 0; border-radius: 10px; overflow: hidden; border: 1px solid var(--border); }\n .metric-table thead tr { background: var(--navy); color: white; }\n .metric-table thead th { padding: 11px 16px; text-align: left; font-weight: 600; font-size: 13px; letter-spacing: .2px; }\n .metric-table tbody tr:nth-child(even) { background: var(--light-blue); }\n .metric-table tbody tr:nth-child(odd) { background: var(--white); }\n .metric-table tbody tr:hover { background: #ddeef9; }\n .metric-table td { padding: 11px 16px; border-bottom: 1px solid var(--border); color: var(--text); vertical-align: top; }\n .metric-table tbody tr:last-child td { border-bottom: none; }\n\n \/* BADGES *\/\n .badge { display: inline-block; padding: 2px 10px; border-radius: 20px; font-size: 12px; font-weight: 700; letter-spacing: .3px; }\n .badge-p1 { background: #FDECEA; color: #C0392B; }\n .badge-p2 { background: #FEF9E7; color: #B7770D; }\n .badge-p3 { background: #EAF7EE; color: #1E8449; }\n .badge-val { background: var(--light-blue); color: var(--sky); }\n\n \/* FORMULA *\/\n .formula-box {\n background: var(--light-blue); border: 1px solid #BAD9EF;\n border-left: 4px solid var(--sky); border-radius: 10px;\n padding: 14px 20px; text-align: center; font-weight: 600;\n color: var(--navy); font-size: 14px; margin: 16px 0; font-style: italic;\n }\n\n \/* NOTE *\/\n .note-box {\n background: #FFF8E6; border: 1px solid #FAEAB0;\n border-left: 4px solid #F0B429; border-radius: 10px;\n padding: 12px 16px; font-size: 13.5px; color: #7A5F00;\n margin: 16px 0; display: flex; gap: 10px; align-items: flex-start;\n }\n .note-box svg { width: 16px; height: 16px; fill: #F0B429; min-width: 16px; margin-top: 2px; }\n\n \/* CONTACT *\/\n .contact-box {\n background: linear-gradient(135deg, var(--navy), #24508A);\n border-radius: 16px; padding: 32px 36px; color: white; margin-top: 16px;\n }\n .contact-box h3 { font-size: 18px; margin-bottom: 8px; }\n .contact-box p { color: rgba(255,255,255,.75); font-size: 14px; margin-bottom: 16px; }\n .contact-row { display: flex; gap: 20px; flex-wrap: wrap; }\n .contact-item { display: flex; align-items: center; gap: 8px; color: rgba(255,255,255,.85); font-size: 13.5px; text-decoration: none; }\n .contact-item svg { width: 15px; height: 15px; fill: #90D0F5; }\n .contact-item:hover { color: white; }\n\n \/* FOOTER *\/\n footer { background: var(--navy); color: rgba(255,255,255,.55); text-align: center; padding: 28px 24px; font-size: 13px; }\n footer strong { color: rgba(255,255,255,.8); }\n footer .footer-links { margin-top: 10px; display: flex; justify-content: center; gap: 20px; flex-wrap: wrap; }\n footer .footer-links a { color: rgba(255,255,255,.5); text-decoration: none; font-size: 12.5px; }\n footer .footer-links a:hover { color: var(--sky); }\n\n .subsection-title { margin-top: 20px; margin-bottom: 14px; font-weight: 600; color: var(--navy); font-size: 14px; }\n\n \/* RESPONSIVE *\/\n @media (max-width: 640px) {\n nav { padding: 0 16px; }\n .nav-links, .nav-cta { display: none; }\n .hero { padding: 48px 20px 40px; }\n .hero-meta { gap: 16px; }\n .page-wrap { padding: 32px 16px 56px; }\n .section { padding: 24px 20px; }\n .toc ol { grid-template-columns: 1fr; }\n .contact-box { padding: 24px 20px; }\n }\n\n @keyframes fadeUp {\n from { opacity: 0; transform: translateY(18px); }\n to { opacity: 1; transform: translateY(0); }\n }\n .hero > * { animation: fadeUp .5s ease both; }\n .hero > *:nth-child(1) { animation-delay: .05s; }\n .hero > *:nth-child(2) { animation-delay: .12s; }\n .hero > *:nth-child(3) { animation-delay: .18s; }\n .hero > *:nth-child(4) { animation-delay: .24s; }\n .hero > *:nth-child(5) { animation-delay: .30s; }\n<\/style>\n<\/head>\n<body>\n\n\n\n<div class=\"hero\">\n <div class=\"hero-badge\">\n <svg viewBox=\"0 0 24 24\" style=\"width:12px;height:12px;fill:#90D0F5\"><path d=\"M9 16.17L4.83 12l-1.42 1.41L9 19 21 7l-1.41-1.41L9 16.17z\"\/><\/svg>\n Legal & Compliance\n <\/div>\n <h1>Acuerdo de nivel de servicio<br\/><span>NeoTalentFlow<\/span><\/h1>\n <p class=\"hero-sub\">Compromisos de disponibilidad, tiempos de respuesta y compensaciones del servicio gestionado de automatizaci\u00f3n de reclutamiento.<\/p>\n <div class=\"hero-meta\">\n <div class=\"hero-meta-item\">\n <svg viewBox=\"0 0 24 24\"><path d=\"M12 2C6.48 2 2 6.48 2 12s4.48 10 10 10 10-4.48 10-10S17.52 2 12 2zm-2 15l-5-5 1.41-1.41L10 14.17l7.59-7.59L19 8l-9 9z\"\/><\/svg>\n NeoDialogs \/ Mailmaxx LLC\n <\/div>\n <div class=\"hero-meta-item\">\n <svg viewBox=\"0 0 24 24\"><path d=\"M17 12h-5v5h5v-5zM16 1v2H8V1H6v2H5c-1.11 0-2 .9-2 2v14c0 1.1.89 2 2 2h14c1.1 0 2-.9 2-2V5c0-1.1-.9-2-2-2h-1V1h-2zm3 18H5V8h14v11z\"\/><\/svg>\n Vigente desde: Marzo 2026\n <\/div>\n <div class=\"hero-meta-item\">\n <svg viewBox=\"0 0 24 24\"><path d=\"M12 1L3 5v6c0 5.55 3.84 10.74 9 12 5.16-1.26 9-6.45 9-12V5l-9-4z\"\/><\/svg>\n Uptime garantizado: 97%\n <\/div>\n <\/div>\n<\/div>\n\n<div class=\"page-wrap\">\n\n <div class=\"toc\">\n <div class=\"toc-title\">Contenido del documento<\/div>\n <ol>\n <li><a href=\"#s1\">Objeto<\/a><\/li>\n <li><a href=\"#s2\">Definiciones<\/a><\/li>\n <li><a href=\"#s3\">Disponibilidad garantizada<\/a><\/li>\n <li><a href=\"#s4\">Tiempos de respuesta<\/a><\/li>\n <li><a href=\"#s5\">Gesti\u00f3n de incidentes<\/a><\/li>\n <li><a href=\"#s6\">Mantenimiento programado<\/a><\/li>\n <li><a href=\"#s7\">Exclusiones<\/a><\/li>\n <li><a href=\"#s8\">Compensaciones<\/a><\/li>\n <li><a href=\"#s9\">Monitoreo y reportes<\/a><\/li>\n <li><a href=\"#s10\">Vigencia y revisi\u00f3n<\/a><\/li>\n <li><a href=\"#s11\">Contacto<\/a><\/li>\n <\/ol>\n <\/div>\n\n <div class=\"section\" id=\"s1\">\n <div class=\"section-header\">\n <div class=\"section-num\">1<\/div>\n <h2>Objeto<\/h2>\n <\/div>\n <p>El presente Acuerdo de Nivel de Servicio (en adelante, <strong>“SLA”<\/strong>) establece los compromisos de disponibilidad, tiempos de respuesta y procedimientos de compensaci\u00f3n que <strong>NeoDialogs<\/strong> (operando bajo Mailmaxx LLC) garantiza al Cliente en relaci\u00f3n con la plataforma <strong>NeoTalentFlow<\/strong>.<\/p>\n <p>Su n\u00facleo tecnol\u00f3gico integra la <strong>API de WhatsApp Business<\/strong>, inteligencia artificial para el screening y ranking de candidatos, y <strong>Google Calendar<\/strong> para la coordinaci\u00f3n autom\u00e1tica de entrevistas, operando en modalidad <em>managed service<\/em>.<\/p>\n <p>Este SLA forma parte integral del contrato de servicio suscrito entre las partes y prevalece sobre cualquier comunicaci\u00f3n informal al respecto.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s2\">\n <div class=\"section-header\">\n <div class=\"section-num\">2<\/div>\n <h2>Definiciones<\/h2>\n <\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Servicio:<\/strong> Plataforma NeoTalentFlow gestionada por NeoDialogs en modalidad managed service.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Disponibilidad:<\/strong> Porcentaje de tiempo en que el Servicio opera sin interrupci\u00f3n total, calculado mensualmente.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Tiempo de Inactividad:<\/strong> Periodo en que el Servicio es inaccesible o no funcional por causas atribuibles a NeoDialogs.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Incidente P1:<\/strong> Interrupci\u00f3n total del Servicio: el bot de WhatsApp no responde, el pipeline de screening no procesa candidatos o la integraci\u00f3n con Google Calendar no funciona.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Incidente P2:<\/strong> Degradaci\u00f3n parcial \u2014 alguna funci\u00f3n opera con errores o lentitud, pero el Servicio contin\u00faa disponible en forma reducida.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Horario H\u00e1bil:<\/strong> Lunes a viernes, 08:00\u201318:00 hora local del Cliente, salvo festivos locales previamente notificados.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Cr\u00e9dito de Servicio:<\/strong> Compensaci\u00f3n econ\u00f3mica aplicada como descuento en el fee mensual del siguiente periodo de facturaci\u00f3n.<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s3\">\n <div class=\"section-header\">\n <div class=\"section-num\">3<\/div>\n <h2>Disponibilidad Garantizada<\/h2>\n <\/div>\n <p>NeoDialogs garantiza una disponibilidad mensual del Servicio de:<\/p>\n <table class=\"metric-table\">\n <thead><tr><th>M\u00e9trica<\/th><th>Valor comprometido<\/th><th>Tolerancia mensual de inactividad<\/th><\/tr><\/thead>\n <tbody>\n <tr><td>Uptime mensual garantizado<\/td><td><span class=\"badge badge-val\">97.0 %<\/span><\/td><td>\u2248 21 h 54 min \/ mes<\/td><\/tr>\n <\/tbody>\n <\/table>\n <p>El porcentaje de disponibilidad se calcula seg\u00fan la f\u00f3rmula:<\/p>\n <div class=\"formula-box\">Disponibilidad (%) = ((Minutos del mes \u2212 Minutos de inactividad) \/ Minutos del mes) \u00d7 100<\/div>\n <\/div>\n\n <div class=\"section\" id=\"s4\">\n <div class=\"section-header\">\n <div class=\"section-num\">4<\/div>\n <h2>Tiempos de Respuesta del Servicio<\/h2>\n <\/div>\n <table class=\"metric-table\">\n <thead><tr><th>Componente<\/th><th>M\u00e9trica<\/th><th>Compromiso<\/th><\/tr><\/thead>\n <tbody>\n <tr><td>Bot WhatsApp Business<\/td><td>Primera respuesta a candidato (horario h\u00e1bil)<\/td><td><span class=\"badge badge-val\">10 min<\/span><\/td><\/tr>\n <tr><td>Screening de CVs<\/td><td>Procesamiento por lote (hasta 50 candidatos)<\/td><td><span class=\"badge badge-val\">4 h h\u00e1biles<\/span><\/td><\/tr>\n <tr><td>Agendamiento Google Calendar<\/td><td>Confirmaci\u00f3n enviada al candidato tras completar conversaci\u00f3n<\/td><td><span class=\"badge badge-val\">30 min<\/span><\/td><\/tr>\n <\/tbody>\n <\/table>\n <div class=\"note-box\">\n <svg viewBox=\"0 0 24 24\"><path d=\"M12 2C6.48 2 2 6.48 2 12s4.48 10 10 10 10-4.48 10-10S17.52 2 12 2zm1 15h-2v-2h2v2zm0-4h-2V7h2v6z\"\/><\/svg>\n Fuera del horario h\u00e1bil, el bot de WhatsApp opera en modo asistido. Los tiempos de respuesta fuera de dicha ventana no est\u00e1n cubiertos por este SLA.\n <\/div>\n <\/div>\n\n <div class=\"section\" id=\"s5\">\n <div class=\"section-header\">\n <div class=\"section-num\">5<\/div>\n <h2>Gesti\u00f3n de Incidentes<\/h2>\n <\/div>\n <p class=\"subsection-title\">5.1 Clasificaci\u00f3n y tiempos de resoluci\u00f3n<\/p>\n <table class=\"metric-table\">\n <thead><tr><th>Prioridad<\/th><th>Descripci\u00f3n<\/th><th>Tiempo de respuesta<\/th><th>Resoluci\u00f3n<\/th><\/tr><\/thead>\n <tbody>\n <tr><td><span class=\"badge badge-p1\">P1 \u2013 Cr\u00edtico<\/span><\/td><td>Servicio totalmente inoperativo<\/td><td>1 hora<\/td><td><strong>8 horas<\/strong><\/td><\/tr>\n <tr><td><span class=\"badge badge-p2\">P2 \u2013 Degradado<\/span><\/td><td>Funci\u00f3n parcialmente afectada<\/td><td>4 h h\u00e1biles<\/td><td><strong>24 h h\u00e1biles<\/strong><\/td><\/tr>\n <tr><td><span class=\"badge badge-p3\">P3 \u2013 Consulta<\/span><\/td><td>Pregunta, ajuste menor o mejora<\/td><td>1 d\u00eda h\u00e1bil<\/td><td>Seg\u00fan alcance<\/td><\/tr>\n <\/tbody>\n <\/table>\n <p class=\"subsection-title\">5.2 Canal de reporte<\/p>\n <p>Los incidentes deben reportarse a trav\u00e9s del canal oficial de soporte definido en el contrato (correo electr\u00f3nico y\/o plataforma de tickets). NeoDialogs acusar\u00e1 recibo en los tiempos indicados e informar\u00e1 al Cliente del progreso <strong>cada 2 horas<\/strong> durante la atenci\u00f3n de un P1.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s6\">\n <div class=\"section-header\">\n <div class=\"section-num\">6<\/div>\n <h2>Mantenimiento Programado<\/h2>\n <\/div>\n <p>NeoDialogs se reserva ventanas de mantenimiento planificado bajo las siguientes condiciones:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Notificaci\u00f3n previa al Cliente con un m\u00ednimo de <strong>24 horas de anticipaci\u00f3n<\/strong> por correo electr\u00f3nico.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Las ventanas se programar\u00e1n preferentemente en <strong>horarios de baja actividad<\/strong> (s\u00e1bados 00:00\u201306:00 hora UTC-5).<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">La duraci\u00f3n m\u00e1xima de cada ventana ser\u00e1 de <strong>4 horas continuas<\/strong>.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">El tiempo de inactividad derivado de mantenimiento programado <strong>no ser\u00e1 contabilizado<\/strong> en el c\u00e1lculo del uptime mensual.<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s7\">\n <div class=\"section-header\">\n <div class=\"section-num\">7<\/div>\n <h2>Exclusiones del SLA<\/h2>\n <\/div>\n <p>Los compromisos de disponibilidad y tiempo de respuesta no aplican en los siguientes escenarios:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Interrupciones originadas en la <strong>plataforma de Meta \/ WhatsApp Business API<\/strong> fuera del control de NeoDialogs.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Ca\u00eddas de <strong>Google Calendar API<\/strong> o servicios de infraestructura de Google.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Fallos en la <strong>conectividad de internet del Cliente<\/strong> o sus candidatos.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Fuerza mayor:<\/strong> desastres naturales, conflictos, pandemias, \u00f3rdenes gubernamentales.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Incidentes causados por <strong>uso indebido<\/strong> de la plataforma, modificaciones no autorizadas o incumplimiento de las especificaciones t\u00e9cnicas acordadas.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Mantenimientos programados notificados con 24 horas de anticipaci\u00f3n.<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s8\">\n <div class=\"section-header\">\n <div class=\"section-num\">8<\/div>\n <h2>Compensaciones por Incumplimiento<\/h2>\n <\/div>\n <p>En caso de que NeoDialogs no alcance el uptime garantizado del 97.0% en un mes calendario, el Cliente tendr\u00e1 derecho a un Cr\u00e9dito de Servicio:<\/p>\n <table class=\"metric-table\">\n <thead><tr><th>Disponibilidad real (mensual)<\/th><th>Cr\u00e9dito sobre fee mensual<\/th><\/tr><\/thead>\n <tbody>\n <tr><td>96.0% \u2013 96.9%<\/td><td><span class=\"badge badge-p3\">5 %<\/span><\/td><\/tr>\n <tr><td>95.0% \u2013 95.9%<\/td><td><span class=\"badge badge-p2\">10 %<\/span><\/td><\/tr>\n <tr><td>Por debajo de 95.0%<\/td><td><span class=\"badge badge-p1\">15 %<\/span><\/td><\/tr>\n <\/tbody>\n <\/table>\n <p class=\"subsection-title\">Condiciones de aplicaci\u00f3n:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">El Cliente debe solicitar el cr\u00e9dito dentro de los <strong>10 d\u00edas h\u00e1biles<\/strong> siguientes al cierre del mes afectado, adjuntando evidencia del impacto reportado.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Los cr\u00e9ditos se aplican en la <strong>siguiente factura<\/strong>; no son canjeables por dinero en efectivo.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">El cr\u00e9dito m\u00e1ximo acumulable en un mes es del <strong>15% del fee mensual<\/strong>, independientemente de la cantidad o naturaleza de los incumplimientos.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Los cr\u00e9ditos no aplican sobre conceptos adicionales (setup, integraciones especiales, licencias de terceros).<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s9\">\n <div class=\"section-header\">\n <div class=\"section-num\">9<\/div>\n <h2>Monitoreo y Reportes<\/h2>\n <\/div>\n <p>NeoDialogs se compromete a:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Publicar el estado del servicio en un dashboard accesible al Cliente o remitir un <strong>informe mensual de disponibilidad<\/strong> dentro de los primeros 5 d\u00edas h\u00e1biles de cada mes.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Notificar al Cliente en un plazo m\u00e1ximo de <strong>30 minutos<\/strong> tras detectar un incidente P1.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Proveer un resumen post-incidente <strong>(RCA \u2013 Root Cause Analysis)<\/strong> dentro de las 48 horas siguientes a la resoluci\u00f3n de cualquier P1.<\/div><\/div>\n <\/div>\n\n <div class=\"section\" id=\"s10\">\n <div class=\"section-header\">\n <div class=\"section-num\">10<\/div>\n <h2>Vigencia y Revisi\u00f3n<\/h2>\n <\/div>\n <p>Este SLA entra en vigor en la fecha de firma del contrato de servicio y permanece vigente durante toda la relaci\u00f3n contractual.<\/p>\n <p>NeoDialogs podr\u00e1 revisar los t\u00e9rminos de este SLA con un <strong>preaviso de 30 d\u00edas<\/strong> al Cliente. La continuaci\u00f3n del servicio tras dicho periodo implica la aceptaci\u00f3n de los nuevos t\u00e9rminos.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s11\">\n <div class=\"section-header\">\n <div class=\"section-num\">11<\/div>\n <h2>Contacto<\/h2>\n <\/div>\n <p>Si tiene preguntas o comentarios sobre este SLA, cont\u00e1ctenos a trav\u00e9s de los canales oficiales\n <\/div>\n <\/div>\n <\/div>\n\n<\/div>\n\n\n\n<script data-cfasync=\"false\" src=\"\/cdn-cgi\/scripts\/5c5dd728\/cloudflare-static\/email-decode.min.js\"><\/script><script>\n document.querySelectorAll('a[href^=\"#\"]').forEach(a => {\n a.addEventListener('click', e => {\n const target = document.querySelector(a.getAttribute('href'));\n if (target) { e.preventDefault(); target.scrollIntoView({ behavior: 'smooth' }); }\n });\n });\n\n const observer = new IntersectionObserver(entries => {\n entries.forEach(entry => {\n if (entry.isIntersecting) {\n entry.target.style.opacity = '1';\n entry.target.style.transform = 'translateY(0)';\n observer.unobserve(entry.target);\n }\n });\n }, { threshold: 0.08 });\n\n document.q\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Service Level Agreement \u2013 NeoTalentFlow | NeoDialogs Legal & Compliance Acuerdo de nivel de servicioNeoTalentFlow Compromisos de disponibilidad, tiempos de respuesta y compensaciones del servicio gestionado de automatizaci\u00f3n de reclutamiento. NeoDialogs \/ Mailmaxx LLC Vigente desde: Marzo 2026 Uptime garantizado: 97% Contenido del documento Objeto Definiciones Disponibilidad garantizada Tiempos de respuesta Gesti\u00f3n de incidentes Mantenimiento […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[16],"tags":[41],"class_list":["post-1963","page","type-page","status-publish","hentry","category-english","tag-dataprivacy-en"],"_links":{"self":[{"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/pages\/1963","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/comments?post=1963"}],"version-history":[{"count":19,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/pages\/1963\/revisions"}],"predecessor-version":[{"id":2631,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/pages\/1963\/revisions\/2631"}],"wp:attachment":[{"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/media?parent=1963"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/categories?post=1963"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/neodialogs.com\/pruebas\/wp-json\/wp\/v2\/tags?post=1963"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}