Condições de Serviço e Estrutura de SLA

1. Scope

These Service Terms establish the default framework for subscriptions, support, service commitments and commercial administration. Specific order forms or enterprise agreements may define plan-specific metrics and prevail where expressly stated.

2. Subscription

Access is limited to the purchased plan, term, usage limits, modules, users, tenants, integrations and jurisdictions. Rights not purchased or expressly enabled are not included.

3. Billing

Fees, currency, taxes, invoicing, payment method, renewal, proration and due dates are determined by the applicable order or subscription. Billing inquiries are handled through billing@predismart.com.br.

4. Cancellation and Refunds

Cancellation rights and refunds are determined by the applicable order, enterprise agreement, mandatory law, and any expressly stated trial or promotional terms. Unless required by law or contract, fees already earned for a delivered subscription period are not automatically refundable.

5. Availability

PrediSmart targets reliable service operation but no uptime commitment applies unless expressly stated in an applicable SLA or order. Planned maintenance, emergency maintenance, force majeure, Customer systems, third-party networks, unauthorized configurations, and excluded events may be treated separately in a negotiated SLA.

6. Support

Support channels, hours, response objectives and escalation depend on the subscribed service level. Response objectives are not resolution guarantees unless expressly agreed.

7. Changes and Maintenance

PrediSmart may deploy security, reliability and feature updates. Material changes that reduce contracted core functionality will be handled according to the applicable agreement and law.

8. Suspension

Service may be suspended for security, legal, sanctions, material breach, abuse, or overdue payment grounds as permitted by the governing agreement and law.

9. Enterprise Terms

Enterprise Customers may execute tailored availability commitments, service credits, support schedules, data residency terms, procurement requirements, and other negotiated provisions. Such provisions do not apply to other Customers unless expressly incorporated.