{"id":775,"date":"2025-05-18T03:17:12","date_gmt":"2025-05-18T03:17:12","guid":{"rendered":"https:\/\/watchingwatts.com\/?page_id=775"},"modified":"2026-02-24T09:45:52","modified_gmt":"2026-02-24T14:45:52","slug":"sla","status":"publish","type":"page","link":"https:\/\/watchingwatts.com\/en\/sla\/","title":{"rendered":"SLA"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"775\" class=\"elementor elementor-775\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4391983 e-flex e-con-boxed e-con e-parent\" data-id=\"4391983\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c21298f elementor-widget elementor-widget-html\" data-id=\"c21298f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1>Acuerdo de Nivel de Servicio (SLA) \u2013 watchingwatts.com<\/h1>\r\n\r\n<h3>Alcance<\/h3>\r\n<p><strong>Cobertura:<\/strong> Plataforma web de watchingwatts.com.<br>\r\n<strong>Exclusiones:<\/strong> Transporte de datos (responsabilidad del cliente y\/o su ISP).<\/p>\r\n\r\n<h3>Horario de Soporte<\/h3>\r\n<p><strong>Canal:<\/strong> Soporte v\u00eda correo electr\u00f3nico (<a href=\"mailto:soporte@watchingwatts.com\">soporte@watchingwatts.com<\/a>).<br>\r\n<strong>Horario:<\/strong> Lunes a viernes, 08:00\u201318:00 (GMT-5).<\/p>\r\n\r\n<h3>Clasificaci\u00f3n de Incidentes<\/h3>\r\n<table>\r\n  <thead>\r\n    <tr>\r\n      <th>Severidad<\/th>\r\n      <th>Descripci\u00f3n<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n  <tbody>\r\n    <tr>\r\n      <td>Cr\u00edtico<\/td>\r\n      <td>Plataforma ca\u00edda o indisponible por completo<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td>Alto<\/td>\r\n      <td>Funcionalidad principal degradada gravemente<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td>Medio<\/td>\r\n      <td>Afectaci\u00f3n a funciones secundarias<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td>Bajo<\/td>\r\n      <td>Consultas, solicitudes de informaci\u00f3n<\/td>\r\n    <\/tr>\r\n  <\/tbody>\r\n<\/table>\r\n\r\n<h3>Objetivos de Mejor Esfuerzo y Resoluci\u00f3n<\/h3>\r\n<table>\r\n  <thead>\r\n    <tr>\r\n      <th>Severidad<\/th>\r\n      <th>Mejor esfuerzo<\/th>\r\n      <th>Resoluci\u00f3n estimada<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n  <tbody>\r\n    <tr>\r\n      <td>Cr\u00edtico<\/td>\r\n      <td>\u2264 1 hora h\u00e1bil<\/td>\r\n      <td>\u2264 12 horas h\u00e1biles<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td>Alto<\/td>\r\n      <td>\u2264 2 horas h\u00e1biles<\/td>\r\n      <td>\u2264 24 horas h\u00e1biles<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td>Medio<\/td>\r\n      <td>\u2264 4 horas h\u00e1biles<\/td>\r\n      <td>\u2264 5 d\u00edas h\u00e1biles<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td>Bajo<\/td>\r\n      <td>\u2264 8 horas h\u00e1biles<\/td>\r\n      <td>\u2264 7 d\u00edas h\u00e1biles<\/td>\r\n    <\/tr>\r\n  <\/tbody>\r\n<\/table>\r\n\r\n<h3>Disponibilidad<\/h3>\r\n<ul>\r\n  <li><strong>Garant\u00eda de uptime:<\/strong> igual o superior al 98 % mensual.<\/li>\r\n  <li><strong>Objetivo de uptime:<\/strong> igual o superior al 99.9 % mensual.<\/li>\r\n  <li>Se considera downtime el periodo en que la plataforma no responde a peticiones HTTP\/HTTPS.<\/li>\r\n<\/ul>\r\n\r\n<h3>Mantenimiento Programado<\/h3>\r\n<ul>\r\n  <li><strong>Comunicaci\u00f3n:<\/strong> Aviso a clientes entre 96 h y 48 h antes.<\/li>\r\n  <li><strong>Ventana recomendada:<\/strong> s\u00e1bados de 02:00 a 05:00 (GMT-5), frecuencia mensual.<\/li>\r\n<\/ul>\r\n\r\n<h3>Penalizaciones y Cr\u00e9ditos<\/h3>\r\n<ul>\r\n  <li><strong>Retribuci\u00f3n 1:1:<\/strong> Cr\u00e9dito de servicio equivalente al periodo de inactividad (1 hora de cr\u00e9dito por cada 1 hora de downtime).<\/li>\r\n  <li><strong>Condici\u00f3n:<\/strong> Aplica \u00fanicamente para suscripciones cuyo valor sea igual o superior a  USD 2000  o equivalente.<\/li>\r\n  <li><strong>Aplicaci\u00f3n:<\/strong> El cr\u00e9dito se reflejar\u00e1 como extensi\u00f3n de servicio en la siguiente facturaci\u00f3n o como descuento proporcional en la suscripci\u00f3n en curso.<\/li>\r\n<\/ul>\r\n\r\n<h3>Escalamiento<\/h3>\r\n<ul>\r\n  <li><strong>Nivel 1:<\/strong> Soporte base (helpdesk).<\/li>\r\n  <li><strong>Nivel 2:<\/strong> Ingenieros de plataforma.<\/li>\r\n  <li><strong>Nivel 3:<\/strong> CTO \/ Direcci\u00f3n t\u00e9cnica.<\/li>\r\n<\/ul>\r\n<p>Se escalar\u00e1 autom\u00e1ticamente si no hay avance significativo dentro del plazo de \u201cMejor esfuerzo\u201d definido para la severidad correspondiente.<\/p>\r\n\r\n<h3>Responsabilidades del Cliente<\/h3>\r\n<ul>\r\n  <li>Reportar incidentes exclusivamente por correo a <a href=\"mailto:soporte@watchingwatts.com\">soporte@watchingwatts.com<\/a>.<\/li>\r\n  <li>Mantener actualizados datos de contacto y credenciales de acceso.<\/li>\r\n  <li>Garantizar que la causa del incidente no provenga de su propia infraestructura de red o ISP.<\/li>\r\n  <li>En caso de downtime, reportar adem\u00e1s: tiempo aproximado de afectaci\u00f3n, servidor afectado y descripci\u00f3n de la falla.<\/li>\r\n  <li>Los reportes deben ser efectuados por el cliente de watchingwatts.com y no podr\u00e1n ser realizados por terceros.<\/li>\r\n<\/ul>\r\n\r\n<h3>Exenciones<\/h3>\r\n<ul>\r\n  <li>Fallas por fuerza mayor, ataques DDoS masivos o interrupciones del ISP fuera de nuestro control.<\/li>\r\n  <li>Incidentes provocados por cambios no autorizados realizados directamente por el cliente.<\/li>\r\n<\/ul>\r\n\r\n<h3>Modificaciones al SLA<\/h3>\r\n<p>El acuerdo de nivel de servicio ser\u00e1 revisado y actualizado sin previo aviso, y regir\u00e1 de inmediato para nuevos contratos y renovaciones.<\/p>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Acuerdo de Nivel de Servicio (SLA) \u2013 watchingwatts.com Alcance Cobertura: Plataforma web de watchingwatts.com. Exclusiones: Transporte de datos (responsabilidad del cliente y\/o su ISP). Horario de Soporte Canal: Soporte v\u00eda correo electr\u00f3nico (soporte@watchingwatts.com). Horario: Lunes a viernes, 08:00\u201318:00 (GMT-5). Clasificaci\u00f3n de Incidentes Severidad Descripci\u00f3n Cr\u00edtico Plataforma ca\u00edda o indisponible por completo Alto Funcionalidad principal degradada [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-775","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.0 (Yoast SEO v27.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>SLA - Watching Watts - Acuerdo de Nivel de Servicio (SLA)<\/title>\n<meta name=\"description\" content=\"Acuerdo de Nivel de Servicio - Objetivo 99% de Disponibilidad Mensual - Tiempo de Respuesta en Horas - Mantenimientos Programados\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/watchingwatts.com\/en\/sla\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SLA\" \/>\n<meta property=\"og:description\" content=\"Acuerdo de Nivel de Servicio - Objetivo 99% de Disponibilidad Mensual - Tiempo de Respuesta en Horas - Mantenimientos Programados\" \/>\n<meta property=\"og:url\" content=\"https:\/\/watchingwatts.com\/en\/sla\/\" \/>\n<meta property=\"og:site_name\" content=\"Watching Watts\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-24T14:45:52+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/sla\\\/\",\"url\":\"https:\\\/\\\/watchingwatts.com\\\/sla\\\/\",\"name\":\"SLA - Watching Watts - Acuerdo de Nivel de Servicio (SLA)\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/#website\"},\"datePublished\":\"2025-05-18T03:17:12+00:00\",\"dateModified\":\"2026-02-24T14:45:52+00:00\",\"description\":\"Acuerdo de Nivel de Servicio - Objetivo 99% de Disponibilidad Mensual - Tiempo de Respuesta en Horas - Mantenimientos Programados\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/sla\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/watchingwatts.com\\\/sla\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/sla\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/watchingwatts.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"SLA\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/#website\",\"url\":\"https:\\\/\\\/watchingwatts.com\\\/\",\"name\":\"Watching Watts\",\"description\":\"Telemetria Industrial\",\"publisher\":{\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/watchingwatts.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Organization\",\"Place\"],\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/#organization\",\"name\":\"Watching Watts\",\"alternateName\":\"Watching Watts\",\"url\":\"https:\\\/\\\/watchingwatts.com\\\/\",\"logo\":{\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/sla\\\/#local-main-organization-logo\"},\"image\":{\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/sla\\\/#local-main-organization-logo\"},\"numberOfEmployees\":{\"@type\":\"QuantitativeValue\",\"minValue\":\"1\",\"maxValue\":\"10\"},\"telephone\":[],\"openingHoursSpecification\":[{\"@type\":\"OpeningHoursSpecification\",\"dayOfWeek\":[\"Monday\",\"Tuesday\",\"Wednesday\",\"Thursday\",\"Friday\",\"Saturday\",\"Sunday\"],\"opens\":\"09:00\",\"closes\":\"17:00\"}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/watchingwatts.com\\\/sla\\\/#local-main-organization-logo\",\"url\":\"https:\\\/\\\/watchingwatts.com\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/logoWatchingWatts.png\",\"contentUrl\":\"https:\\\/\\\/watchingwatts.com\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/logoWatchingWatts.png\",\"width\":490,\"height\":142,\"caption\":\"Watching Watts\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"SLA - Watching Watts - Acuerdo de Nivel de Servicio (SLA)","description":"Acuerdo de Nivel de Servicio - Objetivo 99% de Disponibilidad Mensual - Tiempo de Respuesta en Horas - Mantenimientos Programados","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/watchingwatts.com\/en\/sla\/","og_locale":"en_US","og_type":"article","og_title":"SLA","og_description":"Acuerdo de Nivel de Servicio - Objetivo 99% de Disponibilidad Mensual - Tiempo de Respuesta en Horas - Mantenimientos Programados","og_url":"https:\/\/watchingwatts.com\/en\/sla\/","og_site_name":"Watching Watts","article_modified_time":"2026-02-24T14:45:52+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/watchingwatts.com\/sla\/","url":"https:\/\/watchingwatts.com\/sla\/","name":"SLA - Watching Watts - Acuerdo de Nivel de Servicio (SLA)","isPartOf":{"@id":"https:\/\/watchingwatts.com\/#website"},"datePublished":"2025-05-18T03:17:12+00:00","dateModified":"2026-02-24T14:45:52+00:00","description":"Acuerdo de Nivel de Servicio - Objetivo 99% de Disponibilidad Mensual - Tiempo de Respuesta en Horas - Mantenimientos Programados","breadcrumb":{"@id":"https:\/\/watchingwatts.com\/sla\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/watchingwatts.com\/sla\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/watchingwatts.com\/sla\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/watchingwatts.com\/"},{"@type":"ListItem","position":2,"name":"SLA"}]},{"@type":"WebSite","@id":"https:\/\/watchingwatts.com\/#website","url":"https:\/\/watchingwatts.com\/","name":"Watching Watts","description":"Telemetria Industrial","publisher":{"@id":"https:\/\/watchingwatts.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/watchingwatts.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":["Organization","Place"],"@id":"https:\/\/watchingwatts.com\/#organization","name":"Watching Watts","alternateName":"Watching Watts","url":"https:\/\/watchingwatts.com\/","logo":{"@id":"https:\/\/watchingwatts.com\/sla\/#local-main-organization-logo"},"image":{"@id":"https:\/\/watchingwatts.com\/sla\/#local-main-organization-logo"},"numberOfEmployees":{"@type":"QuantitativeValue","minValue":"1","maxValue":"10"},"telephone":[],"openingHoursSpecification":[{"@type":"OpeningHoursSpecification","dayOfWeek":["Monday","Tuesday","Wednesday","Thursday","Friday","Saturday","Sunday"],"opens":"09:00","closes":"17:00"}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/watchingwatts.com\/sla\/#local-main-organization-logo","url":"https:\/\/watchingwatts.com\/wp-content\/uploads\/2025\/05\/logoWatchingWatts.png","contentUrl":"https:\/\/watchingwatts.com\/wp-content\/uploads\/2025\/05\/logoWatchingWatts.png","width":490,"height":142,"caption":"Watching Watts"}]}},"_links":{"self":[{"href":"https:\/\/watchingwatts.com\/en\/wp-json\/wp\/v2\/pages\/775","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/watchingwatts.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/watchingwatts.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/watchingwatts.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/watchingwatts.com\/en\/wp-json\/wp\/v2\/comments?post=775"}],"version-history":[{"count":38,"href":"https:\/\/watchingwatts.com\/en\/wp-json\/wp\/v2\/pages\/775\/revisions"}],"predecessor-version":[{"id":1271,"href":"https:\/\/watchingwatts.com\/en\/wp-json\/wp\/v2\/pages\/775\/revisions\/1271"}],"wp:attachment":[{"href":"https:\/\/watchingwatts.com\/en\/wp-json\/wp\/v2\/media?parent=775"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}