ANNEX II – SERVICE LEVEL AGREEMENT

This Annex is an integral and inseparable part of the Pipefy Solution Terms and Conditions of Use License (“MSA”).

This Annex sets forth Pipefy Solution’s Service Level Agreement (SLA), detailing performance metrics, responsibilities and expectations between Pipefy and its Customers. The objective is to ensure the quality and efficiency of the services provided, promoting transparency and alignment between the parties. This document complements Pipefy’s Terms of Use and applies to all Customers, according to the type of plan contracted.

1. Pipefy Solution Availability Commitment: 

Pipefy commits to a monthly uptime of 99.90% (“Guaranteed Uptime”) of the Pipefy Solution, except for the exceptions described in section 3. Availability will be monitored and recorded on the Status Page: https://status.pipefy.com/uptime, which is the official source for calculating and verifying uptime. Unavailability will only be considered in cases classified as “Major Outage”, when a significant part or the entire solution is inaccessible and/or inoperative, affecting most or all Customers.

2. Granting of Credits:

If the monthly availability is lower than the Guaranteed Uptime, the Customer may request service credits or discounts applicable to the next invoice, or upon contract renewal.

1. Eligibility for Credits:

• The Customer must notify Pipefy within 30 (thirty) days after the month in which the unavailability occurred.
• The notification must be sent via the Support chat, including evidence of the unavailability and other information requested by Pipefy.
• The granting of credits is limited to a maximum value of 10% of the total value of the current contract.

2. Eligibility for Credits: Credits will be calculated based on the table below:

3. Exceptions to Counting Downtime:

The following will not be considered downtime:

• Scheduled maintenance periods, updates or hardware replacement.
• Interruptions or instabilities caused by factors outside of Pipefy’s reasonable control, such as: Acts of God or force majeure (applicable legal definition); Actions by third parties, such as internet providers; Failures resulting from infrastructure, equipment, or actions by the Customer itself; among others.
• Improper or unauthorized use of the solution by the Customer, as defined in the Terms of Use.
• Planned downtime, as described in the Terms of Use.

4. Exclusive Solution:

The granting of credits is the only solution provided for non-compliance with the Guaranteed Uptime. Pipefy is not responsible for other damages or losses resulting from downtime that fall within the exceptions described above.