{"id":15509,"date":"2023-12-01T20:57:06","date_gmt":"2023-12-01T20:57:06","guid":{"rendered":"https:\/\/mountainstream.co\/sla\/"},"modified":"2025-10-07T08:15:29","modified_gmt":"2025-10-07T08:15:29","slug":"sla","status":"publish","type":"page","link":"https:\/\/mountainstream.co\/es\/sla\/","title":{"rendered":"SLA"},"content":{"rendered":"[vc_row type=\u00bbin_container\u00bb full_screen_row_position=\u00bbmiddle\u00bb column_margin=\u00bbdefault\u00bb column_direction=\u00bbdefault\u00bb column_direction_tablet=\u00bbdefault\u00bb column_direction_phone=\u00bbdefault\u00bb scene_position=\u00bbcenter\u00bb text_color=\u00bbdark\u00bb text_align=\u00bbleft\u00bb row_border_radius=\u00bbnone\u00bb row_border_radius_applies=\u00bbbg\u00bb overflow=\u00bbvisible\u00bb overlay_strength=\u00bb0.3&#8243; gradient_direction=\u00bbleft_to_right\u00bb shape_divider_position=\u00bbbottom\u00bb bg_image_animation=\u00bbnone\u00bb][vc_column column_padding=\u00bbpadding-5-percent\u00bb 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gradient_type=\u00bbdefault\u00bb offset=\u00bbvc_hidden-sm vc_hidden-xs\u00bb][vc_widget_sidebar sidebar_id=\u00bbfooter-area-3&#8243;][\/vc_column][vc_column column_padding=\u00bbno-extra-padding\u00bb column_padding_tablet=\u00bbinherit\u00bb column_padding_phone=\u00bbinherit\u00bb column_padding_position=\u00bball\u00bb column_element_direction_desktop=\u00bbdefault\u00bb column_element_spacing=\u00bbdefault\u00bb desktop_text_alignment=\u00bbdefault\u00bb tablet_text_alignment=\u00bbdefault\u00bb phone_text_alignment=\u00bbdefault\u00bb background_color_opacity=\u00bb1&#8243; background_hover_color_opacity=\u00bb1&#8243; column_backdrop_filter=\u00bbnone\u00bb column_shadow=\u00bbnone\u00bb column_border_radius=\u00bbnone\u00bb column_link_target=\u00bb_self\u00bb column_position=\u00bbdefault\u00bb gradient_direction=\u00bbleft_to_right\u00bb overlay_strength=\u00bb0.3&#8243; width=\u00bb3\/4&#8243; tablet_width_inherit=\u00bbdefault\u00bb animation_type=\u00bbdefault\u00bb bg_image_animation=\u00bbnone\u00bb border_type=\u00bbsimple\u00bb column_border_width=\u00bbnone\u00bb column_border_style=\u00bbsolid\u00bb][vc_custom_heading text=\u00bbANS &#8211; Acuerdo de nivel de servicio\u00bb font_container=\u00bbtag:h1|text_align:left|color:%23113058&#8243; use_theme_fonts=\u00bbyes\u00bb css=\u00bb.vc_custom_1701464324729{padding-bottom: 20px !important;}\u00bb][vc_custom_heading text=\u00bbEste Acuerdo de Nivel de Servicio rige nuestra relaci\u00f3n con los usuarios de nuestra aplicaci\u00f3n\u00bb font_container=\u00bbtag:p|text_align:left|color:%23000000&#8243; use_theme_fonts=\u00bbyes\u00bb css=\u00bb.vc_custom_1701464396377{padding-bottom: 30px !important;}\u00bb][vc_row_inner column_margin=\u00bbdefault\u00bb column_direction=\u00bbdefault\u00bb column_direction_tablet=\u00bbdefault\u00bb column_direction_phone=\u00bbdefault\u00bb left_padding_desktop=\u00bb3%\u00bb text_align=\u00bbleft\u00bb row_position=\u00bbdefault\u00bb 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bg_image_animation=\u00bbnone\u00bb border_type=\u00bbsimple\u00bb column_border_width=\u00bbnone\u00bb column_border_style=\u00bbsolid\u00bb][vc_custom_heading text=\u00bbGarant\u00eda mensual de tiempo de actividad\u00bb font_container=\u00bbtag:h4|text_align:left|color:%2301a7e2&#8243; use_theme_fonts=\u00bbyes\u00bb][vc_column_text css=\u00bb.vc_custom_1701464560437{padding-bottom: 40px !important;}\u00bb]\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Mountain Stream garantiza que su Servicio estar\u00e1 disponible el 99.5% del tiempo en un mes natural (\u00abGarant\u00eda Mensual de Tiempo de Actividad\u00bb), excluyendo el Mantenimiento y las Exclusiones (ambos t\u00e9rminos se definen a continuaci\u00f3n).<\/li>\n<li>\u00abTiempo de inactividad del Servicio\u00bb se define como la imposibilidad de acceder al Servicio causada por un fallo de los equipos de red gestionados, propiedad de, alquilados o utilizados por Mountain Stream para prestar el Servicio, incluido el fallo de los conmutadores, enrutadores y cableado gestionados, pero excluyendo el Mantenimiento y las Exclusiones.<\/li>\n<li>La Garant\u00eda Mensual de Tiempo de Actividad no incluye el tiempo necesario para realizar restauraciones de datos y copias de seguridad, que se producen cuatro (4) veces al d\u00eda, si procede.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][divider line_type=\u00bbNo Line\u00bb][vc_row_inner column_margin=\u00bbdefault\u00bb column_direction=\u00bbdefault\u00bb column_direction_tablet=\u00bbdefault\u00bb column_direction_phone=\u00bbdefault\u00bb left_padding_desktop=\u00bb3%\u00bb text_align=\u00bbleft\u00bb row_position=\u00bbdefault\u00bb row_position_tablet=\u00bbinherit\u00bb row_position_phone=\u00bbinherit\u00bb overflow=\u00bbvisible\u00bb pointer_events=\u00bball\u00bb][vc_column_inner column_padding=\u00bbno-extra-padding\u00bb column_padding_tablet=\u00bbinherit\u00bb column_padding_phone=\u00bbinherit\u00bb column_padding_position=\u00bball\u00bb column_element_direction_desktop=\u00bbdefault\u00bb column_element_spacing=\u00bbdefault\u00bb desktop_text_alignment=\u00bbdefault\u00bb tablet_text_alignment=\u00bbdefault\u00bb phone_text_alignment=\u00bbdefault\u00bb background_color_opacity=\u00bb1&#8243; background_hover_color_opacity=\u00bb1&#8243; column_backdrop_filter=\u00bbnone\u00bb column_shadow=\u00bbnone\u00bb column_border_radius=\u00bbnone\u00bb column_link_target=\u00bb_self\u00bb overflow=\u00bbvisible\u00bb gradient_direction=\u00bbleft_to_right\u00bb overlay_strength=\u00bb0.3&#8243; width=\u00bb1\/1&#8243; tablet_width_inherit=\u00bbdefault\u00bb animation_type=\u00bbdefault\u00bb bg_image_animation=\u00bbnone\u00bb border_type=\u00bbsimple\u00bb column_border_width=\u00bbnone\u00bb column_border_style=\u00bbsolid\u00bb][vc_custom_heading text=\u00bbGarant\u00eda de datos irrecuperables\u00bb font_container=\u00bbtag:h4|text_align:left|color:%2301a7e2&#8243; use_theme_fonts=\u00bbyes\u00bb][vc_column_text css=\u00bb.vc_custom_1701464549957{padding-bottom: 40px !important;}\u00bb]\n<p style=\"padding-left: 40px;\">Si intentas acceder a cualquiera de tus datos pero \u00e9stos son irrecuperables, debes informar de ello a Mountain Stream lo antes posible.<br \/>\nMountain Stream investigar\u00e1 la causa del mismo y requerir\u00e1 su ayuda durante dicha investigaci\u00f3n.<br \/>\nSi el resultado de la investigaci\u00f3n de Mountain Stream indica que la causa de dichos datos irrecuperables se debe a un fallo de Mountain Stream, Mountain Stream le conceder\u00e1 un cr\u00e9dito de servicio hasta un m\u00e1ximo de la tarifa que se le haya cobrado por el mes natural durante el cual se produjo el evento de datos irrecuperables.<\/p>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][divider line_type=\u00bbNo Line\u00bb][vc_row_inner column_margin=\u00bbdefault\u00bb column_direction=\u00bbdefault\u00bb column_direction_tablet=\u00bbdefault\u00bb column_direction_phone=\u00bbdefault\u00bb left_padding_desktop=\u00bb3%\u00bb text_align=\u00bbleft\u00bb row_position=\u00bbdefault\u00bb row_position_tablet=\u00bbinherit\u00bb row_position_phone=\u00bbinherit\u00bb overflow=\u00bbvisible\u00bb pointer_events=\u00bball\u00bb][vc_column_inner column_padding=\u00bbno-extra-padding\u00bb column_padding_tablet=\u00bbinherit\u00bb column_padding_phone=\u00bbinherit\u00bb column_padding_position=\u00bball\u00bb column_element_direction_desktop=\u00bbdefault\u00bb column_element_spacing=\u00bbdefault\u00bb desktop_text_alignment=\u00bbdefault\u00bb tablet_text_alignment=\u00bbdefault\u00bb phone_text_alignment=\u00bbdefault\u00bb background_color_opacity=\u00bb1&#8243; background_hover_color_opacity=\u00bb1&#8243; column_backdrop_filter=\u00bbnone\u00bb column_shadow=\u00bbnone\u00bb column_border_radius=\u00bbnone\u00bb column_link_target=\u00bb_self\u00bb overflow=\u00bbvisible\u00bb gradient_direction=\u00bbleft_to_right\u00bb overlay_strength=\u00bb0.3&#8243; width=\u00bb1\/1&#8243; tablet_width_inherit=\u00bbdefault\u00bb animation_type=\u00bbdefault\u00bb bg_image_animation=\u00bbnone\u00bb border_type=\u00bbsimple\u00bb column_border_width=\u00bbnone\u00bb column_border_style=\u00bbsolid\u00bb][vc_custom_heading text=\u00bbMantenimiento\u00bb font_container=\u00bbtag:h4|text_align:left|color:%2301a7e2&#8243; use_theme_fonts=\u00bbyes\u00bb][vc_column_text css=\u00bb.vc_custom_1701464730449{padding-bottom: 40px !important;}\u00bb]\u00bbMantenimiento\u00bb significa e incluye:<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Cualquier mantenimiento programado de los centros de datos en la nube utilizados por Mountain Stream para prestar el Servicio del que se le notifique con al menos [3] d\u00edas de antelaci\u00f3n.<br \/>\nA efectos de notificaci\u00f3n, Mountain Stream utilizar\u00e1 el correo electr\u00f3nico de contacto que conste en sus registros.<br \/>\nAseg\u00farate de que este correo electr\u00f3nico est\u00e1 actualizado y de que accedes a \u00e9l con frecuencia.<\/li>\n<li>Cualquier mantenimiento de los centros de datos utilizados por Mountain Stream<br \/>\n(a) sea necesario para evitar una amenaza inmediata para el centro de datos o el Servicio y<br \/>\n(b) del que se notifique al Cliente.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][divider line_type=\u00bbNo Line\u00bb][vc_row_inner column_margin=\u00bbdefault\u00bb column_direction=\u00bbdefault\u00bb column_direction_tablet=\u00bbdefault\u00bb column_direction_phone=\u00bbdefault\u00bb left_padding_desktop=\u00bb3%\u00bb text_align=\u00bbleft\u00bb row_position=\u00bbdefault\u00bb row_position_tablet=\u00bbinherit\u00bb row_position_phone=\u00bbinherit\u00bb overflow=\u00bbvisible\u00bb pointer_events=\u00bball\u00bb][vc_column_inner column_padding=\u00bbno-extra-padding\u00bb column_padding_tablet=\u00bbinherit\u00bb column_padding_phone=\u00bbinherit\u00bb column_padding_position=\u00bball\u00bb column_element_direction_desktop=\u00bbdefault\u00bb column_element_spacing=\u00bbdefault\u00bb desktop_text_alignment=\u00bbdefault\u00bb tablet_text_alignment=\u00bbdefault\u00bb phone_text_alignment=\u00bbdefault\u00bb background_color_opacity=\u00bb1&#8243; background_hover_color_opacity=\u00bb1&#8243; column_backdrop_filter=\u00bbnone\u00bb column_shadow=\u00bbnone\u00bb column_border_radius=\u00bbnone\u00bb column_link_target=\u00bb_self\u00bb overflow=\u00bbvisible\u00bb gradient_direction=\u00bbleft_to_right\u00bb overlay_strength=\u00bb0.3&#8243; width=\u00bb1\/1&#8243; tablet_width_inherit=\u00bbdefault\u00bb animation_type=\u00bbdefault\u00bb bg_image_animation=\u00bbnone\u00bb border_type=\u00bbsimple\u00bb column_border_width=\u00bbnone\u00bb column_border_style=\u00bbsolid\u00bb][vc_custom_heading text=\u00bbExclusiones\u00bb font_container=\u00bbtag:h4|text_align:left|color:%2301a7e2&#8243; use_theme_fonts=\u00bbyes\u00bb][vc_column_text css=\u00bb.vc_custom_1701464713522{padding-bottom: 40px !important;}\u00bb]El tiempo de inactividad del servicio que no se considere culpa de Mountain Stream incluye lo siguiente:<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Las acciones u omisiones suyas o de sus empleados, agentes, representantes o contratistas que utilicen la(s) contrase\u00f1a(s) e identificaci\u00f3n(es) de usuario que Mountain Stream le haya facilitado para acceder al Servicio.<\/li>\n<li>El resultado del Mantenimiento.<\/li>\n<li>Ataque de denegaci\u00f3n de servicio, actividad de piratas inform\u00e1ticos u otro evento o c\u00f3digo malicioso dirigido contra Mountain Stream o un cliente de Mountain Stream.<\/li>\n<li>Fallo de cualquier infraestructura de hardware, software, red o Internet que no sea propiedad o est\u00e9 gestionada por Mountain Stream o sus subcontratistas.<\/li>\n<li>Factores ajenos al control razonable de Mountain Stream.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=\u00bbdefault\u00bb column_direction=\u00bbdefault\u00bb column_direction_tablet=\u00bbdefault\u00bb column_direction_phone=\u00bbdefault\u00bb text_align=\u00bbleft\u00bb row_position=\u00bbdefault\u00bb row_position_tablet=\u00bbinherit\u00bb row_position_phone=\u00bbinherit\u00bb overflow=\u00bbvisible\u00bb pointer_events=\u00bball\u00bb][vc_column_inner column_padding=\u00bbno-extra-padding\u00bb column_padding_tablet=\u00bbinherit\u00bb column_padding_phone=\u00bbinherit\u00bb column_padding_position=\u00bball\u00bb column_element_direction_desktop=\u00bbdefault\u00bb column_element_spacing=\u00bbdefault\u00bb desktop_text_alignment=\u00bbdefault\u00bb tablet_text_alignment=\u00bbdefault\u00bb phone_text_alignment=\u00bbdefault\u00bb background_color_opacity=\u00bb1&#8243; 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