Value Proposition

Activation on the LiveCloud Platform of the CloudOps services contracted by the CLIENT will take place upon execution of the applicable agreement between the CONTRACTOR and the CLIENT. Typically, GotoBiz will work to make the newly contracted environment and/or service available within 1 business day of contracting, with the actual timeframe depending on the scope of the engagement and any additional requests/services contracted. Activation is considered complete when the CONTRACTOR sends a “welcome” communication for the services made available.

When purchased, the implementation service includes provisioning, configuration, and any migrations required to make the contracted CloudOps services available. Any migration of existing data from the current environment to the new LiveCloud environment is generally limited and subject to the throughput of the network/links available in the CLIENT’s environment. To speed up this “moving” process, the CONTRACTOR provides physical-copy and fast-internet-port upload options. This is an optional service and should always be used whenever the upload time exceeds 2 days and/or is deemed necessary by the CONTRACTOR’s implementation team. The fees for performing this service will be quoted and provided to the CLIENT whenever necessary and are not included in the services provided, unless explicitly stated otherwise. Complementary third-party services for securing data in transit may also be quoted and made available if the CLIENT and/or the CONTRACTOR deem them necessary.

The CONTRACTOR is not responsible for resolving potential migration incompatibilities arising from the CLIENT’s legacy environment, but will use its best efforts to enable a smooth transition and proper operation on the new platform. If additional costs are incurred as a result of implementation, GotoBiz will notify the CLIENT and add them to the following billing period after approval.

The operational service to be performed by the CONTRACTOR comprises administration through predefined routines and support actions, in accordance with the CONTRACTOR's service methodology, to ensure the availability, health and integrity of the service contracted by the CLIENT. It also includes handling requests within the contracted scope.

The CLIENT may request service adjustments at any time by opening a ticket in the LiveCloud portal at https://livecloud.processoronline.com.br. 

Tickets related to the operational service will be handled during business hours, 5 x 10 (Monday to Friday, from 8 a.m. to 6 p.m., business days).

Under the operational service, routine activities are expected to be adjusted and/or implemented during business hours on business days. If adjustments are required outside this context, additional costs may apply and will be invoiced to the client according to the technical-hours rate table in effect at the time of use, based on the profile of the professional assigned to the activity

The monitoring service includes tracking the availability of the assets and services contracted on the LiveCloud Platform, on a 7 x 24 basis.

Any incidents identified by the CONTRACTOR itself will be reported to the CLIENT through the portal and/or an electronic communication system, according to the contracted solution.

The CLIENT has access to technical support for correcting availability issues related to the contracted Livecloud services (incidents).

Support coverage for service/mission-critical outages is 7 x 24 (seven days a week, 24 hours a day). Service unavailability means the CLIENT is unable to access/use the contracted service due to problems in the contracted environment.

Support is limited to the availability of the infrastructure of the contracted services. Functional support and/or adjustments to hosted applications are not included and may be contracted separately.

To open technical support tickets (incidents), the CLIENT must register with the CONTRACTOR, during business hours, up to 04 (four) contact persons responsible for activating support services by opening tickets on the LiveCloud Platform.

A technical support ticket (incident) will only be considered valid when a protocol number has been provided by the portal (or by the agent). Tickets opened by email and/or any other informal method will not be accepted.

The CONTRACTOR’s maximum response-start time for handling an incident is described in the Responsibility Matrix for the contracted solution.

The CONTRACTOR may recommend that the CLIENT purchase additional support and service plans offered by the respective cloud provider used, such as AWS Business Support, AWS Enterprise Support or equivalents, whenever the environment’s criticality, architecture complexity, operational continuity requirements or need for escalation to the manufacturer so warrant.

These plans are complementary to the services provided by the CONTRACTOR and are intended to expand the support channels, escalation mechanisms and resources made available directly by the technology provider.

Failure to purchase these additional plans does not limit the provision of the services contracted from the CONTRACTOR. However, in specific situations involving greater technical complexity, incidents involving components under the exclusive responsibility of the provider or requests requiring direct action by the manufacturer, the analysis, investigation, escalation or resolution timelines may vary depending on the need to interact with the respective cloud provider.

The LiveCloud platform provides information about the CloudOps solutions purchased, as well as a management interface for monitoring the services contracted by the CLIENT.

Services available on the platform:

• Dashboards for viewing purchased services
• Management views for monitoring services in use
• Service availability
• Evolution and other changes made to the environment over time
• Service requests
• Ticket creation
• New contracts
• Logs of key activities

Instructions for accessing the LiveCloud Platform will be sent to the CLIENT after the services are activated, together with the information required to manage and monitor the contracted services.

Service-level (SLA) monitoring, service performance indicators (KPI), and opportunities for technical or process improvements may also be monitored by the CLIENT on the LiveCloud Platform whenever this functionality is available for the contracted services.

The CloudOps service management methodology was developed from the experience and know-how acquired by the CONTRACTOR over the years, combined with the use of best practices in accordance with international standards.

All operation, monitoring and performance management processes are overseen by the area’s management team, with continuous evolution and PDCA, using our own methodology for execution.

The method includes visual management, facilitating the management of investments, strategies, risks and resources for the support and evolution of the contracted services.

The processes and activities carried out by the CONTRACTOR are recorded to support any internal audits assessing the service levels delivered. Any executions performed in the environment by the CLIENT will also be recorded. From time to time, the CONTRACTOR may conduct tests in the environment to assess the quality and suitability of the services. The CLIENT acknowledges this procedure and that the environment information will be used by the CONTRACTOR for this purpose.

Due to the resources allocated and cost contexts involved in managing and organizing the services provided, their negative elasticity, if available (consult the CONTRACTOR to understand when applicable), is limited to a maximum of 70% of the initial base contracted by the CLIENT, in order to maintain the economic viability of service delivery.

The evolution of contracted services, as well as the activation of new services, may be requested through the CONTRACTOR’s tools and/or the LiveCloud Platform. Critical enhancements required to maintain the availability of the contracted service may be performed automatically by the CONTRACTOR, and the corresponding amounts will be added whenever they are carried out, based on the price list in effect at the time the need arises. Typically, the CONTRACTOR will take this type of action when, for example, disk space is running low and/or in similar situations where inaction could compromise the services provided.

In addition, the CLIENT acknowledges that, whenever possible, the CONTRACTOR will provide environments with automatic resizing. This positive elasticity feature, when applicable, automatically allocates resources in proportion to the demand generated by the services used/consumed by the CLIENT. The LiveCloud Platform will contain information about resources and usage contexts for the CLIENT’s awareness.

Overall availability for CloudOps services is 99.95% for the vast majority of contracted items and may be higher where high-availability options are contracted separately, reaching 99.98% in certain contexts and specific solutions.

Monthly uptime is calculated as the maximum available minutes minus downtime, divided by the maximum available minutes in a month.

Maximum available minutes means the total number of minutes accumulated during a month.

Downtime means the total number of accumulated minutes included in the maximum available minutes.

The CONTRACTOR will provide notices of changes that may affect CloudOps service availability whenever they add value for the CLIENT, and these will be available through the platform, in alerts.

The CONTRACTOR will also work to ensure that more than 90% of tickets begin being handled within the maximum expected time, in accordance with the Responsibility Matrix for the contracted solution.

CLIENT

• Provide local equipment, if required by the solution, for connection to the LiveCloud platform
• Open tickets (requests and incidents) through the LiveCloud Platform.
• Provide the information and context required in the new LiveCloud environment to be implemented
• Request information and data within 30 days of service deactivation for downloading/backing up data to the CLIENT’s environment
• Comply with the requests and usage standards / rules for using the CloudOps environment and services established by GotoBiz
• Passwords, users and protection of passwords and access contexts, use of MFA, passwords with more than 16 characters, do not share access, etc.;
• Provide information about the environment to be migrated when necessary to implement and/or migrate items to be activated in CloudOps services

CONTRACTED PARTY

• Provide access to the LiveCloud Platform with service usage and monitoring indicators
• Service performance control
• Technological tools for service management
• Operation, support and monitoring of the contracted CloudOps services
• Provide management reports on the LiveCloud Platform
• Security and confidentiality of information made available in the LiveCloud environment

CLIENT and CONTRACTED PARTY

• Release credentials for access to the environment to configure a VPN and/or connection method to the services.

If the CloudOps services are discontinued, the CONTRACTED PARTY will retain your information for up to 30 days after the services end. During this period, the CLIENT may request the download of information and data hosted in the contracted services. If additional time is required, data retention service options are available

The services will be billed according to the volume of data to be transferred, at the price list in effect at the time as established by the CONTRACTED PARTY. After this period, the data will be removed and deleted by the CONTRACTED PARTY.

The services provided by the CONTRACTOR and the relationship between the parties are established in GotoBiz's master adhesion agreement, available at www.gotobiz.com.br/master.