This document describes what UDISOFTBOX CONSULTORIA E TECNOLOGIA LTDA ("INGESTIA") commits to in operating INGESTIA.IO, and — just as importantly — what it does not promise. It forms part of the Terms of Use and the SaaS License Agreement.
1. What this document commits to, and what it does not
INGESTIA commits to a support response time. It makes no contractual commitment to an availability percentage.
The distinction is deliberate, and the reason is simple: INGESTIA does not yet publish a historical availability measurement series. Promising a number that is not measured is a promise that cannot be verified, and this document does not do that. Once the measurement is published, this SLA will carry the percentage, with the history alongside it.
Until then, what the Terms of Use already state applies: INGESTIA uses commercially reasonable efforts to keep the service secure and available.
2. Support
| Item | Commitment |
|---|---|
| Channel | E-mail (suporte@ingestia.io), das 6h às 16h, de segunda a sexta |
| First response | within 72 (seventy-two) hours |
| How the clock runs | in business hours, from receipt of the request on the official channel |
| Language | Portuguese |
The first response is the commitment. Resolution time depends on the nature of the problem and is not subject to a fixed commitment — an interface defect and a failure in a third-party source do not follow the same path.
Security reports should go to seguranca@ingestia.io and are handled ahead of the ordinary queue.
3. Internal reliability objectives
INGESTIA maintains internal objectives (SLOs) that guide operations. They are engineering targets, not contractual commitments — they appear here for transparency and create no right to credit or discount:
| Indicator | Internal objective |
|---|---|
| Application availability | 99.9% monthly |
| Pipeline run success | 99.0% monthly |
| Dashboard query latency (p95) | under 8 seconds |
4. How the customer can measure independently
The endpoint /api/health is public and responds:
- 200 when the application and the metadata database respond;
- 503 when a required dependency is down.
The customer may point their own availability monitor at that endpoint and measure, with their own data, what they observe. INGESTIA does not restrict that use.
5. Maintenance
Planned maintenance that causes unavailability is announced with reasonable notice through the contact channels or the Platform itself. Urgent security fixes may be applied without prior notice — and are communicated afterwards.
6. What is out of scope
This SLA does not cover, and such events do not count against any deadline or objective:
- unavailability of the customer's data sources (database, API, spreadsheet, ERP) or an expired credential on the customer's side;
- unavailability of the AI provider whose key belongs to the customer — the contractual relationship there is between the customer and that provider;
- unavailability of a cloud, payment or messaging provider listed in the Subprocessor List, within the limits of what that vendor offers;
- use contrary to the Terms of Use (in particular clause 3.2, on prohibited uses) or the limits of the contracted Plan;
- suspension for non-payment, order of a public authority or security risk;
- force majeure and acts of God.
7. Service credits
There is no automatic service credit under this SLA, because there is no percentage commitment to trigger one. Credits, penalties or discounts exist only where expressly provided in a specific agreement.
8. Enterprise
A percentage availability commitment, shorter response times, a dedicated channel and service credits are negotiable under an Enterprise agreement, case by case — and, where agreed, prevail over this document.
9. Contact
Support: suporte@ingestia.io · Security: seguranca@ingestia.io · Sales: contato@ingestia.io