Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) defines the criteria for compensation and remediation for failures or issues in the CNPJ.ws service during the term of the CLOUD HOSTED API ACCESS SUBSCRIPTION CONTRACT AND SERVICE PROVISION (“Contract”) signed with the Subscriber.
The services provided will have a guaranteed monthly availability percentage (“Service-Level Objective”, or simply “SLO”) as described below, except for specific agreements formalized with the subscriber in the contract.
Definitions
CNPJ.ws – C D TIRABASSI JUNIOR TECNOLOGIA DA INFORMAÇÃO LTDA, registered under CNPJ 42.064.856/0001-70, the company holding the rights and services provided by the CNPJ.ws website, headquartered at Rua Eugênio Rabello, 98 in Sorocaba, São Paulo, Brazil.
Subscriber – User who uses the CNPJ.ws API to query corporate information related to third parties, such as potential or actual suppliers or service providers.
Service Provided – Availability of the CNPJ.ws API.
Unavailability – Loss of connectivity or inability to execute critical functionalities necessary to ensure supplier access to the API.
Period of Unavailability – Period of five or more minutes of unavailability. Periods shorter or intermittent unavailability within a period of less than five minutes will not be counted as a Period of Unavailability.
Monthly Availability Percentage – The total number of minutes in a month, minus the number of minutes of Unavailability suffered in all Periods of Unavailability in a month, divided by the total number of minutes in a month.
Agreed Compensation – Amounts to be credited to the Subscriber in case of API availability failures, as per the table below:
| Monthly Availability | Percentage of the monthly invoice to be compensated |
|---|---|
| > 99,7% | 0% |
| 95,0% - < 98,0% | 7% |
| 98,0% - < 99,7% | 4% |
| < 95,0% | 10% |
Requesting Agreed Compensation
To request compensation in case of API failures, the Subscriber must notify the CNPJ.ws support team at contato@cnpj.ws within 30 (thirty) days of identifying the failure. To prove the issue, the Subscriber must provide CNPJ.ws with evidence that proves the identified errors or unavailability. If the Subscriber fails to meet these conditions, they may lose the right to the Agreed Compensation, or depend on CNPJ.ws’s determination, at its sole discretion in good faith, of the reported failure or issue.
Maximum Agreed Compensation
The maximum amount of Agreed Compensation to be approved by CNPJ.ws due to Periods of Unavailability is limited to 10% (ten percent) of the total amount owed by the Subscriber for the Services Provided in the month. The amount will be paid in the form of credits for future service use, that is, the respective discount will be applied to any future invoices charged to the Subscriber by CNPJ.ws within 30 (thirty) days after the request is approved.
Exclusions from this SLA
Conceptual/in-development test functionalities, or classified as “alpha” or “beta” by CNPJ.ws;
Functionalities not essential to ensure the CNPJ query process;
Functionalities specifically excluded from the SLA by the Contract or other signed instruments;
Loss of external connectivity due to failure in the Subscriber’s VPN system or other internal system;
Non-productive environments in the API, such as test, homologation, or other related environments;
Public API environments;
Other on-premises/cloud installations contracted by the Subscriber;
Unavailability of endpoints related to possible integrations, which will have their own SLA;
Problems caused by factors beyond the reasonably expected control of CNPJ.ws;