VTEX Master Services Agreement.pdf

- Parties: VTEX Brasil Tecnologia para E-commerce Ltda (VTEX) and a juridical person indicated in the Commercial Proposal (Contratante).
- Object: VTEX will provide services described in the Commercial Proposal and other annexes (Services).
- Payment: Contratante will pay VTEX according to the values and conditions specified in the Commercial Proposal and annexes, with a minimum of 15 days notice.
- Contratante's Obligations:
- Make payments on time.
- Inform VTEX of any changes in its registration data.
- Manage the operation of the e-commerce platform and launch/maintain its online store.
- Be solely responsible for activities processed electronically and any prejuice caused by its actions.
- Use APIs only for generating orders in the Order Management System.
- Grant access to the platform only to authorized users.
- Not integrate the platform with non-certified partners via APIs.
- VTEX's Obligations:
- Provide Services adequately and maintain the platform's infrastructure.
- Keep the hosting infrastructure updated against criminal or irregular actions.
- Comply with local legislation, including labor and tax laws.
- Ensure all necessary licenses for Services are valid and compliant with local law.
- Service Level Agreement (SLA): VTEX aims to maintain Services operational and available according to the following percentages:
- Enterprise: ≥99.5% monthly
- Corporate: ≥99.0% quarterly
- Business & On Demand: ≥98.5% semestrally
- Admin environment: ≥95.0% monthly
- SLA Calculation: SLA is calculated by subtracting the percentage of 'indisponibilidade' (unavailability) from 100%. 'Indisponibilidade' is when the platform is inaccessible to all users.
- Exceptions to SLA Calculation: Failures due to Contratante's or third-party actions, scheduled maintenance, urgent maintenance, and security interventions are not counted towards SLA.