> For the complete documentation index, see [llms.txt](https://docs.powermonitor.com.br/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.powermonitor.com.br/en/managed-monitoring/monitoramento-gerenciado/sla.md).

# SLA and support

Managed Monitoring first-response SLA and the Power Monitor platform's availability and support commitments.

There are two different commitments, and it is worth not confusing them:

* the **Managed Monitoring SLA**, the optional service in which our team acts on the alerts of your environment;
* the **Power Monitor platform SLA**, which applies to all customers (system availability and support deadlines).

***

## Managed Monitoring SLA

### First response within 2 hours, 24/7

When a critical alert from Power Monitor is received, our team provides the first response within **2 hours**, on any day and at any time, including weekends and holidays:

* impact assessment;
* communication to the customer about what happened and the action plan;
* start of the root cause analysis;
* incident registration.

{% hint style="info" %}
The 2-hour SLA applies to the **first response** (diagnosis and communication), not necessarily to the complete resolution. The resolution depends on the complexity of the problem and on the hours available in the plan.
{% endhint %}

### What happens after the first response?

1. The team communicates the initial diagnosis.
2. It defines the priority and the action plan with the customer.
3. It starts the resolution, if it is in scope and the hour consumption has been approved.
4. It keeps the customer updated during the process.
5. It records the occurrence with all the details.
6. It includes the incident in the monthly report.

### Monthly incident report

Managed Monitoring customers receive a **monthly report** with:

* the alerts triggered in the month;
* the actions taken by the team;
* the hours consumed per activity;
* incident trends (items with recurring failures);
* recommendations for the next month.

### Communication channel

Our team is available through a **direct channel** (WhatsApp or Teams) to receive notices of planned maintenance, clarify questions about alerts, discuss prevention strategies, and be informed of changes in the environment.

***

## Power Monitor platform SLA

According to the Terms of Use, applicable to all customers:

| Commitment                                                                     | Level                                                                                                                  |
| ------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------- |
| **Platform availability**                                                      | **99%**. If it is not met, the customer receives a **50% discount** on the monthly fee for the month of the occurrence |
| **Support: Critical** (total system unavailability or data leak)               | Response within **2 business hours**                                                                                   |
| **Support: Moderate** (partial unavailability or difficulty accessing modules) | Response within **8 business hours**                                                                                   |
| **Support: Minor** (general questions or failures that do not prevent use)     | Response within **24 business hours**                                                                                  |

Platform support is available during **business hours**, through the following channels:

* **Support** inside Power Monitor (opening and tracking tickets);
* technical email: **<suporte@powermonitor.com.br>**;
* finance email: **<financeiro@powermonitor.com.br>**.

***

## Frequently asked questions

<details>

<summary>What is considered a critical alert?</summary>

You and Power Tuning define together which alert types are critical and require immediate action. This is configured at the beginning of the contract and can be adjusted.

</details>

<details>

<summary>What if the problem cannot be solved remotely?</summary>

Power Tuning works remotely. Problems that require physical access (for example, the gateway server turned off) require action from the customer's internal team; in these cases, our team guides the process and follows it until resolution.

</details>

To request a Managed Monitoring proposal, [contact us](https://powermonitor.com.br/whatsapp).


---

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