Chat con Bit de DATAX
Chat con Bit de DATAX
DATAX is a company that operates in the field of Business Intelligence and provides the market with a series of services that, due to their technological characteristics, the DATAX customer, hereinafter referred to as the CONTRACTING PARTY, may require support to achieve or obtain a service in line with what is expected. Due to the type of service and volume of customers, DATAX needs to handle support cases according to its commercial policies and internal technical capabilities, and at the same time customers seek to access solutions to their situations with timely immediacy. This document describes the conditions under which DATAX will address the possible requirements of the CONTRACTING PARTY for the services stated herein.
The purpose of this document is to define the service level characteristics that DATAX will provide to the CONTRACTING PARTY across its various purchased services. Regardless of the active services currently under contract, considering that a service may be subscribed to at a later time or another may be discontinued, this agreement will govern the service for all standard services that the CONTRACTING PARTY may maintain with DATAX.
The service levels described in this document will remain in effect for a period of one year, calculated from the date of subscription to any service or until any contract for a specific service expires, whichever occurs first. If after that time the CONTRACTING PARTY still maintains active services with DATAX, a new agreement must be executed, or otherwise the CONTRACTING PARTY will automatically be subject to the service levels that DATAX publishes on its website as the standard levels for its products offered to the market.
The service levels have been broken down and agreed upon according to the services that the CONTRACTING PARTY may maintain with DATAX:
SERVICE LEVEL
DEFINITION
Software management
Under the responsibility of the CONTRACTING PARTY. DATAX provides the installer.
User management
The CONTRACTING PARTY is responsible for defining user assignments and managing the users who will receive the service.
User training
Free access to Datax Academy for training on the use and analytics of the service. On site training varies depending on the subscription plan purchased or contracted.
System access availability for users
Ongoing. Access will be uninterrupted.
Data refresh frequency
DATAX will update the standard databases on a weekly basis. The data that the source updated during the week will be updated.
Lag in updates for non standard databases
Maximum 1 month. A non standard database will be understood as one whose source access and processing conditions exceed the maximum timeframe of one week.
Update interruption
Maximum 2 weeks per year for server maintenance or unforeseen events.
End user support
• No cost to the CONTRACTING PARTY.
• Support Monday through Friday during business hours.
• Level 1 Immediate support via landline phone or online channels to address questions about the Databases, processing requests, suggestions, complaints, etc.
• Escalation to Level 2 Scheduling with 1 business day advance notice for online support.
Incidents and support
• No cost to the CONTRACTING PARTY.
• Support Monday through Friday during business hours.
• Level 1 Immediate support via landline phone or online channels.
• Escalation to Level 2 Scheduling with 1 business day advance notice for remote connections.
SERVICE LEVEL
DEFINITION
Software management
• Server installation
• User installation
• Under DATAX responsibility.
• Under the responsibility of the CONTRACTING PARTY.
User management
The CONTRACTING PARTY is responsible for defining user assignments and managing the users who will receive the service.
User training
Free access to Datax Academy for training on the use and analytics of the service. On site training varies by contract as part of the service.
System access availability for users
Ongoing. Access will be uninterrupted.
Data refresh frequency
DATAX will update the databases overnight on the same day the source updates the data.
Update lag
1 day.
Update interruption
Maximum 1 day per month for server maintenance or unforeseen events.
End user support
• No cost to the CONTRACTING PARTY.
• Support Monday through Friday during business hours.
• Level 1 Immediate support via landline phone or online channels to address questions about the Databases, requests, suggestions, complaints, etc.
• Escalation to Level 2 Scheduling with 1 business day advance notice for online support.
Incidents and support
• No cost to the CONTRACTING PARTY.
• Support Monday through Friday during business hours.
• Level 1 Immediate support via landline phone or online channels.
• Escalation to Level 2 Scheduling with 1 business day advance notice for remote connections.
SERVICE LEVEL
DEFINITION
Tool management
• Server installation
• User installation
• Under DATAX responsibility.
• Under the responsibility of the CONTRACTING PARTY.
User management
The CONTRACTING PARTY is responsible for defining user assignments and managing the users who will receive the service.
User training
Free access to Datax Academy for training on the use and analytics of the service. On site training varies by contract as part of the service.
System access availability for users
Ongoing. Access will be uninterrupted.
Data refresh frequency
DATAX will update the databases overnight on the same day that ASFI updates the monthly loan portfolio, financial statements, and other required databases.
Update lag
1 day.
Update interruption
Maximum 1 day per month for server maintenance or unforeseen events.
End user support
• No cost to the CONTRACTING PARTY.
• Support Monday through Friday during business hours.
• Level 1 Immediate support via landline phone or online channels to address questions about the tool, interpretation of market and risk results, suggestions, complaints, etc.
• Escalation to Level 2 Scheduling with 1 business day advance notice for online support.
Incidents and support
• No cost to the CONTRACTING PARTY.
• Support Monday through Friday during business hours.
• Level 1 - Immediate support via landline phone or online channels.
• Escalation to Level 2 - Scheduling with 1 business day advance notice for remote connections.
SERVICE LEVEL
DEFINITION
Tool management
• Server installation
• User installation
• Under DATAX responsibility.
• Under the responsibility of the CONTRACTING PARTY.
User management
The CONTRACTING PARTY is responsible for defining user assignments and managing the users who will receive the service.
User training
Free access to Datax Academy for training on the use and analytics of the service. On site training varies by contract as part of the service.
System access availability for users
Ongoing. Access will be uninterrupted.
Data refresh frequency
DATAX will update the databases overnight on the same day that ASFI updates the monthly loan portfolio databases by Credit Purpose and the Borrower’s Economic Activity.
Update lag
1 day.
Update interruption
Maximum 1 day per month for server maintenance or unforeseen events.
End user support
• No cost to the CONTRACTING PARTY.
• Support Monday through Friday during business hours.
• Level 1 Immediate support via landline phone or online channels to address questions about the tool, interpretation of the MIRIC map, suggestions, complaints, etc.
• Escalation to Level 2 Scheduling with 1 business day advance notice for online support.
Incidents and support
• No cost to the CONTRACTING PARTY.
• Support Monday through Friday during business hours.
• Level 1 Immediate support via landline phone or online channels.
• Escalation to Level 2 Scheduling with 1 business day advance notice for remote connections.
SERVICE LEVEL
DEFINITION
Software functionality
• Immediate support.
• No cost to the CONTRACTING PARTY.
Support for issues, project design, and others
Requires a specific prior contract to handle the case.
The CONTRACTING PARTY understands and agrees that, in order for DATAX to provide its services as stated in the third clause, it is obligated to the following:
4.1. The CONTRACTING PARTY must designate a technical contact and a primary contact, who will be authorized to request and receive services on behalf of the CONTRACTING PARTY. The CONTRACTING PARTY may change its contacts at any time by providing written notice, physical or electronic, to DATAX.
4.2. The CONTRACTING PARTY will provide full cooperation with DATAX reasonable requests regarding information, personnel, and time necessary to deliver the required services.
4.3. The CONTRACTING PARTY will make available to DATAX all information and assistance reasonably requested for the identification, reproduction, and subsequent correction of errors, issues, or defects addressed.
4.4. The CONTRACTING PARTY will carry out the appropriate procedures to assess issues that DATAX reasonably and promptly specifies and will perform the activities aimed at detecting and correcting issues that DATAX may reasonably request.
Failure to meet DATAX expected service levels will allow the CONTRACTING PARTY to apply these facts to the termination clauses of the service agreements it has executed with DATAX. In turn, the CONTRACTING PARTY understands that its own failure to comply with the obligations defined in the fourth clause would prevent DATAX from meeting the expected service level, thereby voiding what was agreed in the third clause.
This document, which details the service level to be provided for the different services that the CONTRACTING PARTY may acquire from DATAX, will be understood as an adhesion agreement. This document has been created by DATAX and its clauses and content are standard terms adopted to provide this service, with the CONTRACTING PARTY acknowledging that it has reviewed each of them and therefore accepts them individually and as a whole, and in no case may it claim nonconformity or disagreement, in which case it would refrain from contracting DATAX services.
If disagreements arise between DATAX and the CONTRACTING PARTY and a mutual agreement is not reached, both parties submit, as an alternative dispute resolution method, to arbitration in accordance with the laws of the Plurinational State of Bolivia, and the arbitral award will be final and binding.
