Support Policy (SLA)

1. Purpose

This Support and Service Levels Policy (SLA) sets out the commitments of BluMarketer S.A.C. regarding incident handling, maintenance and support of the digital services PowerCheck and PowerHub.

2. Scope

This policy applies to all customers and institutions that use the PowerCheck and PowerHub services through the powercheck.app platform.

3. Types of support included

• Basic support: email assistance for usage questions, minor technical incidents and clarifications about evaluations.
• Preventive maintenance: platform updates, security and stability improvements, guaranteed at no additional cost for the duration of the service.
• Technical incidents: reporting and resolution of errors in the operation of the system.

4. Contact channels

• Main support email: administracion@blumarketer.com
• Service hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (Lima time, GMT-5).
• Tickets received outside service hours are handled on the next business day.

5. Service levels (SLA)

• Initial response time: maximum 48 business hours from receipt of the ticket.
• Estimated resolution time: depends on the complexity of the incident, but an action plan will be communicated within the first 72 business hours.
• Service availability: the PowerCheck platform is available more than 95% of the time, except for scheduled maintenance.

6. Exclusions

This policy does not cover:

• Problems arising from the customer's infrastructure (equipment, internet, browsers).
• External integrations not provided by BluMarketer (e.g. third-party services).
• Cases of force majeure or events beyond BluMarketer's reasonable control.

7. Validity and updates

This policy takes effect from its publication and will be updated periodically to reflect improvements to the services.