Acordo de N\u00edvel de Servi\u00e7o \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 (removed) *\/\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 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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 { 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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 styles removed *\/\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<div class=\"hero\">\n\n <h1>Acordo de N\u00edvel de Servi\u00e7o<br\/><span>NeoTalentFlow<\/span><\/h1>\n <p class=\"hero-sub\">Compromissos de disponibilidade, tempos de resposta e compensa\u00e7\u00f5es do servi\u00e7o gerenciado de automa\u00e7\u00e3o de recrutamento.<\/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 a partir de: Mar\u00e7o 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 garantido\n <\/div>\n <\/div>\n<\/div>\n\n<div class=\"page-wrap\">\n\n <div class=\"toc\">\n <div class=\"toc-title\">Conte\u00fado do documento<\/div>\n <ol>\n <li><a href=\"#s1\">Objeto<\/a><\/li>\n <li><a href=\"#s2\">Defini\u00e7\u00f5es<\/a><\/li>\n <li><a href=\"#s3\">Disponibilidade garantida<\/a><\/li>\n <li><a href=\"#s4\">Tempos de resposta<\/a><\/li>\n <li><a href=\"#s5\">Gest\u00e3o de incidentes<\/a><\/li>\n <li><a href=\"#s6\">Manuten\u00e7\u00e3o programada<\/a><\/li>\n <li><a href=\"#s7\">Exclus\u00f5es<\/a><\/li>\n <li><a href=\"#s8\">Compensa\u00e7\u00f5es<\/a><\/li>\n <li><a href=\"#s9\">Monitoramento e relat\u00f3rios<\/a><\/li>\n <li><a href=\"#s10\">Vig\u00eancia e revis\u00e3o<\/a><\/li>\n <li><a href=\"#s11\">Contato<\/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>O presente Acordo de N\u00edvel de Servi\u00e7o (doravante, <strong>“SLA”<\/strong>) estabelece os compromissos de disponibilidade, tempos de resposta e procedimentos de compensa\u00e7\u00e3o que a <strong>NeoDialogs<\/strong> (operando sob Mailmaxx LLC) garante ao Cliente em rela\u00e7\u00e3o \u00e0 plataforma <strong>NeoTalentFlow<\/strong>.<\/p>\n <p>Seu n\u00facleo tecnol\u00f3gico integra a <strong>API do WhatsApp Business<\/strong>, intelig\u00eancia artificial para triagem e classifica\u00e7\u00e3o de candidatos, e <strong>Google Calendar<\/strong> para a coordena\u00e7\u00e3o autom\u00e1tica de entrevistas, operando na modalidade de servi\u00e7o gerenciado.<\/p>\n <p>Este SLA \u00e9 parte integrante do contrato de servi\u00e7o firmado entre as partes e prevalece sobre qualquer comunica\u00e7\u00e3o informal a esse respeito.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s2\">\n <div class=\"section-header\">\n <div class=\"section-num\">2<\/div>\n <h2>Defini\u00e7\u00f5es<\/h2>\n <\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Servi\u00e7o:<\/strong> Plataforma NeoTalentFlow gerenciada pela NeoDialogs na modalidade de servi\u00e7o gerenciado.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Disponibilidade:<\/strong> Percentual de tempo em que o Servi\u00e7o opera sem interrup\u00e7\u00e3o total, calculado mensalmente.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Tempo de Inatividade:<\/strong> Per\u00edodo em que o Servi\u00e7o est\u00e1 inacess\u00edvel ou n\u00e3o funcional por causas atribu\u00edveis \u00e0 NeoDialogs.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Incidente P1:<\/strong> Interrup\u00e7\u00e3o total do Servi\u00e7o: o bot do WhatsApp n\u00e3o responde, o pipeline de triagem n\u00e3o processa candidatos ou a integra\u00e7\u00e3o com o Google Calendar n\u00e3o funciona.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Incidente P2:<\/strong> Degrada\u00e7\u00e3o parcial \u2014 alguma fun\u00e7\u00e3o opera com erros ou lentid\u00e3o, mas o Servi\u00e7o permanece dispon\u00edvel de forma reduzida.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Hor\u00e1rio Comercial:<\/strong> Segunda a sexta-feira, 08:00\u201318:00 hor\u00e1rio local do Cliente, exceto feriados locais previamente comunicados.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Cr\u00e9dito de Servi\u00e7o:<\/strong> Compensa\u00e7\u00e3o econ\u00f4mica aplicada como desconto na taxa mensal do per\u00edodo de faturamento seguinte.<\/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>Disponibilidade Garantida<\/h2>\n <\/div>\n <p>A NeoDialogs garante uma disponibilidade mensal do Servi\u00e7o de:<\/p>\n <table class=\"metric-table\">\n <thead> <tr><th>M\u00e9trica<\/th><th>Valor comprometido<\/th><th>Toler\u00e2ncia mensal de inatividade<\/th><\/tr> <\/thead>\n <tbody>\n <tr><td>Uptime mensal garantido<\/td><td><span class=\"badge badge-val\">97.0 %<\/span><\/td><td>\u2248 21 h 54 min \/ m\u00eas<\/td><\/tr>\n <\/tbody>\n <\/table>\n <p>O percentual de disponibilidade \u00e9 calculado conforme a f\u00f3rmula:<\/p>\n <div class=\"formula-box\">Disponibilidade (%) = ((Minutos do m\u00eas \u2212 Minutos de inatividade) \/ Minutos do m\u00eas) \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>Tempos de Resposta<\/h2>\n <\/div>\n <table class=\"metric-table\">\n <thead> <tr><th>Componente<\/th><th>M\u00e9trica<\/th><th>Compromisso<\/th><\/tr> <\/thead>\n <tbody>\n <tr><td>Bot WhatsApp Business<\/td><td>Primeira resposta ao candidato (hor\u00e1rio comercial)<\/td><td><span class=\"badge badge-val\">10 min<\/span><\/td><\/tr>\n <tr><td>Triagem de CVs<\/td><td>Processamento em lote (at\u00e9 50 candidatos)<\/td><td><span class=\"badge badge-val\">4 h comerciais<\/span><\/td><\/tr>\n <tr><td>Agendamento Google Calendar<\/td><td>Confirma\u00e7\u00e3o enviada ao candidato ap\u00f3s conclus\u00e3o da conversa<\/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 Fora do hor\u00e1rio comercial, o bot do WhatsApp opera em modo assistido. Os tempos de resposta fora dessa janela n\u00e3o s\u00e3o cobertos 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>Gest\u00e3o de Incidentes<\/h2>\n <\/div>\n <p class=\"subsection-title\">5.1 Classifica\u00e7\u00e3o e tempos de resolu\u00e7\u00e3o<\/p>\n <table class=\"metric-table\">\n <thead> <tr><th>Prioridade<\/th><th>Descri\u00e7\u00e3o<\/th><th>Tempo de resposta<\/th><th>Resolu\u00e7\u00e3o<\/th><\/tr> <\/thead>\n <tbody>\n <tr><td><span class=\"badge badge-p1\">P1 \u2013 Cr\u00edtico<\/span><\/td><td>Servi\u00e7o totalmente inoperante<\/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>Fun\u00e7\u00e3o parcialmente afetada<\/td><td>4 h comerciais<\/td><td><strong>24 h comerciais<\/strong><\/td><\/tr>\n <tr><td><span class=\"badge badge-p3\">P3 \u2013 Consulta<\/span><\/td><td>Pergunta, ajuste menor ou melhoria<\/td><td>1 dia comercial<\/td><td>Conforme escopo<\/td><\/tr>\n <\/tbody>\n <\/table>\n <p class=\"subsection-title\">5.2 Canal de reporte<\/p>\n <p>Os incidentes devem ser reportados atrav\u00e9s do canal oficial de suporte definido no contrato (e-mail e\/ou plataforma de tickets). A NeoDialogs confirmar\u00e1 o recebimento nos prazos indicados e informar\u00e1 o Cliente sobre o progresso <strong>a cada 2 horas<\/strong> durante o atendimento de um 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>Manuten\u00e7\u00e3o Programada<\/h2>\n <\/div>\n <p>A NeoDialogs reserva janelas de manuten\u00e7\u00e3o planejada sob as seguintes condi\u00e7\u00f5es:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Notifica\u00e7\u00e3o pr\u00e9via ao Cliente com anteced\u00eancia m\u00ednima de <strong>24 horas<\/strong> por e-mail.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">As janelas ser\u00e3o programadas preferencialmente em <strong>hor\u00e1rios de baixa atividade<\/strong> (s\u00e1bados 00:00\u201306:00 UTC-5).<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">A dura\u00e7\u00e3o m\u00e1xima de cada janela ser\u00e1 de <strong>4 horas cont\u00ednuas<\/strong>.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">O tempo de inatividade decorrente de manuten\u00e7\u00e3o programada <strong>n\u00e3o ser\u00e1 contabilizado<\/strong> no c\u00e1lculo do uptime mensal.<\/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>Exclus\u00f5es do SLA<\/h2>\n <\/div>\n <p>Os compromissos de disponibilidade e tempo de resposta n\u00e3o se aplicam nos seguintes cen\u00e1rios:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Interrup\u00e7\u00f5es originadas na <strong>plataforma Meta \/ WhatsApp Business API<\/strong> fora do controle da NeoDialogs.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Quedas da <strong>Google Calendar API<\/strong> ou servi\u00e7os de infraestrutura do Google.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Falhas na <strong>conectividade de internet do Cliente<\/strong> ou de seus candidatos.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>For\u00e7a maior:<\/strong> desastres naturais, conflitos, pandemias, ordens governamentais.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Incidentes causados por <strong>uso indevido<\/strong> da plataforma, modifica\u00e7\u00f5es n\u00e3o autorizadas ou descumprimento das especifica\u00e7\u00f5es t\u00e9cnicas acordadas.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Manuten\u00e7\u00f5es programadas notificadas com 24 horas de anteced\u00eancia.<\/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>Compensa\u00e7\u00f5es por Descumprimento<\/h2>\n <\/div>\n <p>Caso a NeoDialogs n\u00e3o atinja o uptime garantido de 97,0% em um m\u00eas calend\u00e1rio, o Cliente ter\u00e1 direito a um Cr\u00e9dito de Servi\u00e7o:<\/p>\n <table class=\"metric-table\">\n <thead> <tr><th>Disponibilidade real (mensal)<\/th><th>Cr\u00e9dito sobre a taxa mensal<\/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>Abaixo de 95,0%<\/td><td><span class=\"badge badge-p1\">15 %<\/span><\/td><\/tr>\n <\/tbody>\n <\/table>\n <p class=\"subsection-title\">Condi\u00e7\u00f5es de aplica\u00e7\u00e3o:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">O Cliente deve solicitar o cr\u00e9dito no prazo de <strong>10 dias \u00fateis<\/strong> ap\u00f3s o encerramento do m\u00eas afetado, anexando evid\u00eancias do impacto reportado.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Os cr\u00e9ditos s\u00e3o aplicados na <strong>pr\u00f3xima fatura<\/strong>; n\u00e3o s\u00e3o convers\u00edveis em dinheiro.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">O cr\u00e9dito m\u00e1ximo acumul\u00e1vel em um m\u00eas \u00e9 de <strong>15% da taxa mensal<\/strong>, independentemente da quantidade ou natureza dos descumprimentos.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Os cr\u00e9ditos n\u00e3o se aplicam a itens adicionais (setup, integra\u00e7\u00f5es especiais, licen\u00e7as de terceiros).<\/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>Monitoramento e Relat\u00f3rios<\/h2>\n <\/div>\n <p>A NeoDialogs compromete-se a:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Publicar o status do servi\u00e7o em um dashboard acess\u00edvel ao Cliente ou enviar um <strong>relat\u00f3rio mensal de disponibilidade<\/strong> nos primeiros 5 dias \u00fateis de cada m\u00eas.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Notificar o Cliente no prazo m\u00e1ximo de <strong>30 minutos<\/strong> ap\u00f3s a detec\u00e7\u00e3o de um incidente P1.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Fornecer um resumo p\u00f3s\u2011incidente <strong>(RCA \u2013 An\u00e1lise de Causa Raiz)<\/strong> dentro de 48 horas ap\u00f3s a resolu\u00e7\u00e3o de qualquer 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>Vig\u00eancia e Revis\u00e3o<\/h2>\n <\/div>\n <p>Este SLA entra em vigor na data de assinatura do contrato de servi\u00e7o e permanece vigente durante toda a rela\u00e7\u00e3o contratual.<\/p>\n <p>A NeoDialogs poder\u00e1 revisar os termos deste SLA com um <strong>aviso pr\u00e9vio de 30 dias<\/strong> ao Cliente. A continua\u00e7\u00e3o do servi\u00e7o ap\u00f3s esse per\u00edodo implica a aceita\u00e7\u00e3o dos novos termos.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s11\">\n <div class=\"section-header\">\n <div class=\"section-num\">11<\/div>\n <h2>Contato<\/h2>\n <\/div>\n <p>Se tiver d\u00favidas ou coment\u00e1rios sobre este SLA, entre em contato pelos canais oficiais<\/p>\n\n <\/div>\n <\/div>\n <\/div>\n\n<\/div>\n\n<footer>\n <p>\u00a9 2026 NeoDialogs. 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\n\t\t\t\t\t\t\t\t\t\n\n\n\n\nAcordo de N\u00edvel de Servi\u00e7o \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 (removed) *\/\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 styles removed *\/\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<div class=\"hero\">\n\n <h1>Acordo de N\u00edvel de Servi\u00e7o<br\/><span>NeoTalentFlow<\/span><\/h1>\n <p class=\"hero-sub\">Compromissos de disponibilidade, tempos de resposta e compensa\u00e7\u00f5es do servi\u00e7o gerenciado de automa\u00e7\u00e3o de recrutamento.<\/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 a partir de: Mar\u00e7o 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 garantido\n <\/div>\n <\/div>\n<\/div>\n\n<div class=\"page-wrap\">\n\n <div class=\"toc\">\n <div class=\"toc-title\">Conte\u00fado do documento<\/div>\n <ol>\n <li><a href=\"#s1\">Objeto<\/a><\/li>\n <li><a href=\"#s2\">Defini\u00e7\u00f5es<\/a><\/li>\n <li><a href=\"#s3\">Disponibilidade garantida<\/a><\/li>\n <li><a href=\"#s4\">Tempos de resposta<\/a><\/li>\n <li><a href=\"#s5\">Gest\u00e3o de incidentes<\/a><\/li>\n <li><a href=\"#s6\">Manuten\u00e7\u00e3o programada<\/a><\/li>\n <li><a href=\"#s7\">Exclus\u00f5es<\/a><\/li>\n <li><a href=\"#s8\">Compensa\u00e7\u00f5es<\/a><\/li>\n <li><a href=\"#s9\">Monitoramento e relat\u00f3rios<\/a><\/li>\n <li><a href=\"#s10\">Vig\u00eancia e revis\u00e3o<\/a><\/li>\n <li><a href=\"#s11\">Contato<\/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>O presente Acordo de N\u00edvel de Servi\u00e7o (doravante, <strong>“SLA”<\/strong>) estabelece os compromissos de disponibilidade, tempos de resposta e procedimentos de compensa\u00e7\u00e3o que a <strong>NeoDialogs<\/strong> (operando sob Mailmaxx LLC) garante ao Cliente em rela\u00e7\u00e3o \u00e0 plataforma <strong>NeoTalentFlow<\/strong>.<\/p>\n <p>Seu n\u00facleo tecnol\u00f3gico integra a <strong>API do WhatsApp Business<\/strong>, intelig\u00eancia artificial para triagem e classifica\u00e7\u00e3o de candidatos, e <strong>Google Calendar<\/strong> para a coordena\u00e7\u00e3o autom\u00e1tica de entrevistas, operando na modalidade de servi\u00e7o gerenciado.<\/p>\n <p>Este SLA \u00e9 parte integrante do contrato de servi\u00e7o firmado entre as partes e prevalece sobre qualquer comunica\u00e7\u00e3o informal a esse respeito.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s2\">\n <div class=\"section-header\">\n <div class=\"section-num\">2<\/div>\n <h2>Defini\u00e7\u00f5es<\/h2>\n <\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Servi\u00e7o:<\/strong> Plataforma NeoTalentFlow gerenciada pela NeoDialogs na modalidade de servi\u00e7o gerenciado.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Disponibilidade:<\/strong> Percentual de tempo em que o Servi\u00e7o opera sem interrup\u00e7\u00e3o total, calculado mensalmente.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Tempo de Inatividade:<\/strong> Per\u00edodo em que o Servi\u00e7o est\u00e1 inacess\u00edvel ou n\u00e3o funcional por causas atribu\u00edveis \u00e0 NeoDialogs.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Incidente P1:<\/strong> Interrup\u00e7\u00e3o total do Servi\u00e7o: o bot do WhatsApp n\u00e3o responde, o pipeline de triagem n\u00e3o processa candidatos ou a integra\u00e7\u00e3o com o Google Calendar n\u00e3o funciona.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Incidente P2:<\/strong> Degrada\u00e7\u00e3o parcial \u2014 alguma fun\u00e7\u00e3o opera com erros ou lentid\u00e3o, mas o Servi\u00e7o permanece dispon\u00edvel de forma reduzida.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Hor\u00e1rio Comercial:<\/strong> Segunda a sexta-feira, 08:00\u201318:00 hor\u00e1rio local do Cliente, exceto feriados locais previamente comunicados.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>Cr\u00e9dito de Servi\u00e7o:<\/strong> Compensa\u00e7\u00e3o econ\u00f4mica aplicada como desconto na taxa mensal do per\u00edodo de faturamento seguinte.<\/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>Disponibilidade Garantida<\/h2>\n <\/div>\n <p>A NeoDialogs garante uma disponibilidade mensal do Servi\u00e7o de:<\/p>\n <table class=\"metric-table\">\n <thead> <tr><th>M\u00e9trica<\/th><th>Valor comprometido<\/th><th>Toler\u00e2ncia mensal de inatividade<\/th><\/tr> <\/thead>\n <tbody>\n <tr><td>Uptime mensal garantido<\/td><td><span class=\"badge badge-val\">97.0 %<\/span><\/td><td>\u2248 21 h 54 min \/ m\u00eas<\/td><\/tr>\n <\/tbody>\n <\/table>\n <p>O percentual de disponibilidade \u00e9 calculado conforme a f\u00f3rmula:<\/p>\n <div class=\"formula-box\">Disponibilidade (%) = ((Minutos do m\u00eas \u2212 Minutos de inatividade) \/ Minutos do m\u00eas) \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>Tempos de Resposta<\/h2>\n <\/div>\n <table class=\"metric-table\">\n <thead> <tr><th>Componente<\/th><th>M\u00e9trica<\/th><th>Compromisso<\/th><\/tr> <\/thead>\n <tbody>\n <tr><td>Bot WhatsApp Business<\/td><td>Primeira resposta ao candidato (hor\u00e1rio comercial)<\/td><td><span class=\"badge badge-val\">10 min<\/span><\/td><\/tr>\n <tr><td>Triagem de CVs<\/td><td>Processamento em lote (at\u00e9 50 candidatos)<\/td><td><span class=\"badge badge-val\">4 h comerciais<\/span><\/td><\/tr>\n <tr><td>Agendamento Google Calendar<\/td><td>Confirma\u00e7\u00e3o enviada ao candidato ap\u00f3s conclus\u00e3o da conversa<\/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 Fora do hor\u00e1rio comercial, o bot do WhatsApp opera em modo assistido. Os tempos de resposta fora dessa janela n\u00e3o s\u00e3o cobertos 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>Gest\u00e3o de Incidentes<\/h2>\n <\/div>\n <p class=\"subsection-title\">5.1 Classifica\u00e7\u00e3o e tempos de resolu\u00e7\u00e3o<\/p>\n <table class=\"metric-table\">\n <thead> <tr><th>Prioridade<\/th><th>Descri\u00e7\u00e3o<\/th><th>Tempo de resposta<\/th><th>Resolu\u00e7\u00e3o<\/th><\/tr> <\/thead>\n <tbody>\n <tr><td><span class=\"badge badge-p1\">P1 \u2013 Cr\u00edtico<\/span><\/td><td>Servi\u00e7o totalmente inoperante<\/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>Fun\u00e7\u00e3o parcialmente afetada<\/td><td>4 h comerciais<\/td><td><strong>24 h comerciais<\/strong><\/td><\/tr>\n <tr><td><span class=\"badge badge-p3\">P3 \u2013 Consulta<\/span><\/td><td>Pergunta, ajuste menor ou melhoria<\/td><td>1 dia comercial<\/td><td>Conforme escopo<\/td><\/tr>\n <\/tbody>\n <\/table>\n <p class=\"subsection-title\">5.2 Canal de reporte<\/p>\n <p>Os incidentes devem ser reportados atrav\u00e9s do canal oficial de suporte definido no contrato (e-mail e\/ou plataforma de tickets). A NeoDialogs confirmar\u00e1 o recebimento nos prazos indicados e informar\u00e1 o Cliente sobre o progresso <strong>a cada 2 horas<\/strong> durante o atendimento de um 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>Manuten\u00e7\u00e3o Programada<\/h2>\n <\/div>\n <p>A NeoDialogs reserva janelas de manuten\u00e7\u00e3o planejada sob as seguintes condi\u00e7\u00f5es:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Notifica\u00e7\u00e3o pr\u00e9via ao Cliente com anteced\u00eancia m\u00ednima de <strong>24 horas<\/strong> por e-mail.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">As janelas ser\u00e3o programadas preferencialmente em <strong>hor\u00e1rios de baixa atividade<\/strong> (s\u00e1bados 00:00\u201306:00 UTC-5).<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">A dura\u00e7\u00e3o m\u00e1xima de cada janela ser\u00e1 de <strong>4 horas cont\u00ednuas<\/strong>.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">O tempo de inatividade decorrente de manuten\u00e7\u00e3o programada <strong>n\u00e3o ser\u00e1 contabilizado<\/strong> no c\u00e1lculo do uptime mensal.<\/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>Exclus\u00f5es do SLA<\/h2>\n <\/div>\n <p>Os compromissos de disponibilidade e tempo de resposta n\u00e3o se aplicam nos seguintes cen\u00e1rios:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Interrup\u00e7\u00f5es originadas na <strong>plataforma Meta \/ WhatsApp Business API<\/strong> fora do controle da NeoDialogs.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Quedas da <strong>Google Calendar API<\/strong> ou servi\u00e7os de infraestrutura do Google.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Falhas na <strong>conectividade de internet do Cliente<\/strong> ou de seus candidatos.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\"><strong>For\u00e7a maior:<\/strong> desastres naturais, conflitos, pandemias, ordens governamentais.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Incidentes causados por <strong>uso indevido<\/strong> da plataforma, modifica\u00e7\u00f5es n\u00e3o autorizadas ou descumprimento das especifica\u00e7\u00f5es t\u00e9cnicas acordadas.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Manuten\u00e7\u00f5es programadas notificadas com 24 horas de anteced\u00eancia.<\/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>Compensa\u00e7\u00f5es por Descumprimento<\/h2>\n <\/div>\n <p>Caso a NeoDialogs n\u00e3o atinja o uptime garantido de 97,0% em um m\u00eas calend\u00e1rio, o Cliente ter\u00e1 direito a um Cr\u00e9dito de Servi\u00e7o:<\/p>\n <table class=\"metric-table\">\n <thead> <tr><th>Disponibilidade real (mensal)<\/th><th>Cr\u00e9dito sobre a taxa mensal<\/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>Abaixo de 95,0%<\/td><td><span class=\"badge badge-p1\">15 %<\/span><\/td><\/tr>\n <\/tbody>\n <\/table>\n <p class=\"subsection-title\">Condi\u00e7\u00f5es de aplica\u00e7\u00e3o:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">O Cliente deve solicitar o cr\u00e9dito no prazo de <strong>10 dias \u00fateis<\/strong> ap\u00f3s o encerramento do m\u00eas afetado, anexando evid\u00eancias do impacto reportado.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Os cr\u00e9ditos s\u00e3o aplicados na <strong>pr\u00f3xima fatura<\/strong>; n\u00e3o s\u00e3o convers\u00edveis em dinheiro.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">O cr\u00e9dito m\u00e1ximo acumul\u00e1vel em um m\u00eas \u00e9 de <strong>15% da taxa mensal<\/strong>, independentemente da quantidade ou natureza dos descumprimentos.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Os cr\u00e9ditos n\u00e3o se aplicam a itens adicionais (setup, integra\u00e7\u00f5es especiais, licen\u00e7as de terceiros).<\/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>Monitoramento e Relat\u00f3rios<\/h2>\n <\/div>\n <p>A NeoDialogs compromete-se a:<\/p>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Publicar o status do servi\u00e7o em um dashboard acess\u00edvel ao Cliente ou enviar um <strong>relat\u00f3rio mensal de disponibilidade<\/strong> nos primeiros 5 dias \u00fateis de cada m\u00eas.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Notificar o Cliente no prazo m\u00e1ximo de <strong>30 minutos<\/strong> ap\u00f3s a detec\u00e7\u00e3o de um incidente P1.<\/div><\/div>\n <div class=\"item\"><div class=\"item-dot\"><\/div><div class=\"item-text\">Fornecer um resumo p\u00f3s\u2011incidente <strong>(RCA \u2013 An\u00e1lise de Causa Raiz)<\/strong> dentro de 48 horas ap\u00f3s a resolu\u00e7\u00e3o de qualquer 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>Vig\u00eancia e Revis\u00e3o<\/h2>\n <\/div>\n <p>Este SLA entra em vigor na data de assinatura do contrato de servi\u00e7o e permanece vigente durante toda a rela\u00e7\u00e3o contratual.<\/p>\n <p>A NeoDialogs poder\u00e1 revisar os termos deste SLA com um <strong>aviso pr\u00e9vio de 30 dias<\/strong> ao Cliente. A continua\u00e7\u00e3o do servi\u00e7o ap\u00f3s esse per\u00edodo implica a aceita\u00e7\u00e3o dos novos termos.<\/p>\n <\/div>\n\n <div class=\"section\" id=\"s11\">\n <div class=\"section-header\">\n <div class=\"section-num\">11<\/div>\n <h2>Contato<\/h2>\n <\/div>\n <p>Se tiver d\u00favidas ou coment\u00e1rios sobre este SLA, entre em contato pelos canais oficiais<\/p>\n\n <\/div>\n <\/div>\n <\/div>\n\n<\/div>\n\n<footer>\n <p>\u00a9 2026 NeoDialogs. 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