Legal
SLA — Service Level Agreement
Last updated: April 25, 2026 · Version 1.0
This service operates from Mexico. This SLA is governed by Mexican law. The Spanish version of this document prevails in case of any discrepancy.
1. Purpose and scope
This Service Level Agreement (SLA) defines the response-time, availability, and service-quality commitments that Consultor Neural ("Wellness Total") guarantees to clients with an active IT maintenance plan.
This SLA applies exclusively to active Essential, Business, and Enterprise plans. It does not apply to automation or vibe coding projects, which have their own warranties defined in the respective Spec.
2. Service hours
| Plan | Regular hours | Out-of-hours |
|---|---|---|
| Essential | Mon–Fri 9:00–19:00 (CDMX time) | Ticket logged; attention on next business shift |
| Business | Mon–Fri 9:00–19:00 (CDMX time) | Ticket logged; attention on next business shift |
| Enterprise | Mon–Fri 9:00–19:00 (CDMX time) | Per 24/7 support addendum if contracted |
The following are not considered business time: Saturdays, Sundays, Mexican national holidays, and the period from December 25 to January 2.
3. Response times by plan
| Severity | Description | Essential | Business | Enterprise |
|---|---|---|---|---|
| P1 — Critical | System completely down, data inaccessible, active data loss | 24 business h | 4 business h | 2 business h* |
| P2 — High | Severe degradation, multiple devices affected, productivity impacted | 24 business h | 8 business h | 4 business h |
| P3 — Medium | Failure on a non-critical device, performance issue, software not working | 24 business h | 24 business h | 8 business h |
| P4 — Low | Installation request, inquiry, scheduled preventive maintenance | 72 business h | 48 business h | 24 business h |
* P1 Enterprise during business hours. With 24/7 addendum: response in 2h at any time.
Response time = time from ticket receipt to first contact by a technician with initial diagnosis. Does not guarantee full resolution within that time.
4. Incident reporting channels
- Direct WhatsApp (main channel) — top priority during business hours
- Chatwoot / On-site chat — for formal tickets with tracking
- Email — for documentation and follow-up, not for urgencies
For P1 or P2 incidents, always use WhatsApp. Email has longer review times.
5. Service included in the plans
Essential (up to 5 devices)
- Remote monitoring with AI agent (device health alerts)
- Operating system and security software updates (monthly)
- Unlimited remote support for covered incidents
- Cloud backup (up to 50 GB in secure repository)
- Monthly status report of the IT fleet
Business (up to 15 devices) — includes everything in Essential, plus:
- 1 monthly on-site visit (up to 2 hours, within the Toluca Valley)
- Priority support with 4-business-hour P1 response time
- Software license and renewal management
- Real-time fleet health dashboard (Client access)
- Proactive AI alert agent (notifies before failures)
Enterprise (15+ devices or multiple sites) — includes everything in Business, plus:
- Unlimited on-site visits (per agreed frequency)
- Server, network, and switch management
- Automated technology asset inventory
- 24/7 P1 support (requires extended support addendum)
- Dedicated onboarding (first week: full fleet audit)
6. SLA exclusions
The following events are not covered by the base SLA and will be quoted separately (with 15% discount for active plan clients):
- Hardware replacement: hard disks, RAM, power supplies, screens, keyboards
- Component-level repair (soldering, circuit replacement)
- Repair of printers, scanners, projectors, and production peripherals
- Data recovery from physically damaged disks (subcontracted to specialized lab)
- On-site visits outside the Toluca Valley (travel fee quoted)
- Damage caused by negligence, unauthorized modifications, virus/ransomware from poor user practices, or natural disasters
7. Credits for SLA breach
If Wellness Total fails to meet the committed response time on a P1 or P2 incident, the Client may request a credit on their monthly invoice:
| Delay | Credit on monthly invoice |
|---|---|
| 1–4 h over SLA | 10% |
| 4–8 h over SLA | 20% |
| More than 8 h over SLA | 30% |
The maximum accumulable credit per month is 50% of the invoice. Credits are non-transferable and non-refundable in cash. To request them, send an email to oscar@wellnesstotal.tech within 5 business days after the incident.
8. SLA modifications
Wellness Total may modify this SLA with 30 days' notice. If the modifications significantly reduce the service level, the Client may cancel the plan without penalty by notifying within 15 business days after the change notification.
9. Contact and reporting
Incidents (WhatsApp): +52 55 5413 5294
Formal tickets: oscar@wellnesstotal.tech
Inquiries about this SLA: oscar@wellnesstotal.tech