Policies & agreements
Service Level Agreement
The proposed framework for availability, support severity, recovery objectives and service reporting.
Service-design draft · 21 September 2026. Availability percentages, support hours, response deadlines, recovery objectives and service credits are not yet standardized commercial commitments. They must be agreed in an accepted order form or SLA. This page describes what the service agreement should cover.
Service owner and contact
Hafrix is operated by Briza Group LLC, 12955 Biscayne Blvd Ste 200 #128, Miami, FL 33181, United States. Contract enquiries: info@brizagroup.com, +1 (561) 571-1121. Product issues can be submitted through Support or Care in the application.
What is measured
The service boundary should identify the customer-facing application, core APIs and critical agreed workflows. Availability reporting should state the measurement window, monitoring source, incident start and end criteria, planned-maintenance treatment and any exclusions. A responsive login page alone is not evidence that every operational workflow is available.
Customer connectivity, devices and customer-managed integrations should be distinguished from a Hafrix service failure. Offline field capture can help a crew continue supported work, but synchronization and server approval still require connectivity.
Severity and support
| Severity | Example | Agreed response should include |
|---|---|---|
| Critical | Widespread service loss, credible unauthorized access or a critical workflow unavailable without a workaround | Incident ownership, escalation channel and regular updates |
| High | A key operational function is materially impaired for a team | Triage, impact assessment and a recovery or workaround plan |
| Normal | A limited defect with a workable alternative | Investigation and a clear next update |
| Request | Configuration help, training or a feature proposal | Routing to the appropriate support or product process |
An acknowledgement is not the same as resolution. The agreement should specify both the initial response target and update frequency, including the customer's timezone, support hours, holiday treatment and emergency contact method. Round-the-clock staffed support is not implied by a web form.
Backup and recovery objectives
Backup procedures, offsite copies and restoration checks support recovery. The agreement must separately define the recovery point objective (acceptable data loss measured in time) and recovery time objective (the target time to restore service).
Daily backup capability does not by itself establish either objective. Before a recovery commitment is made, it should be supported by observed backup freshness, successful restore exercises, recovery dependencies and an accountable runbook. Retention and deletion are covered in the DPA.
Maintenance and communication
Planned work should have an identified owner, a notice method, an expected impact and a rollback plan. Emergency security or recovery work may need a different notification process. Customer-facing product changes are described in the changelog; an operational incident requires direct incident communication, not merely a release note.
Remedies and review
Any service-credit formula, exclusions, claim process, caps and relationship to other contractual remedies must be explicitly accepted. No automatic credit percentage is offered by this draft. The parties should periodically review availability, support performance and recovery evidence against the agreed service scope.
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