Service Level Agreement

We act as a strategic and operational hub that connects vision, execution and structured follow-up, ensuring that strategic initiatives advance consistently and aligned with business objectives. Contracting conditions, payment, cancellation and responsibilities are described in the Terms of Use.

The relationship with each client is organized around the concept of Account. Each Account can contain multiple Initiatives, which represent structured strategic movements to achieve specific business objectives. These Initiatives can exist in the backlog unlimitedly, allowing the company to maintain a clear map of its priorities and future intentions. At any given time, the number of simultaneously active Initiatives will depend on the contracted plan. Each Initiative is led by a Leader, defined by the Account itself, with autonomy to prioritize and validate decisions. The number of allowed Leaders and Stakeholders varies according to the contracted plan.

People to you is responsible for organizing active Initiatives, structuring the action plan, monitoring its evolution and ensuring that strategic decisions are translated into practical execution. The Account, in turn, commits to designating Leaders with decision-making autonomy, participating in follow-up meetings and providing information and validations necessary for Initiatives to advance within the established rhythm. Initiative progress, prioritization and deadlines are defined jointly between parties during follow-up meetings. There is no unilateral imposition of schedules — planning is collaborative and considers the capacity, context and urgencies of both sides. The model's proper functioning depends on active collaboration between parties and clarity in decision-making.

Initiative follow-up occurs according to the periodicity defined by the contracted plan. This follow-up materializes through structured meetings and progress summaries sent after each analysis cycle. In plans with monthly follow-up, the meeting occurs once a month. In plans with biweekly follow-up, meetings occur twice a month. After each meeting, people to you sends a progress summary containing the updated status of active Initiatives, main period advances, decisions made, any attention points and recommended next steps.

Response times vary according to the contracted plan, reflecting the level of intensity and proximity of action. Operational demands will be responded to within the agreed deadline for each plan, respecting business days. Strategic demands, which require deeper analysis, follow specific deadlines also defined according to the contracted service level. The difference between plans does not alter delivery quality, but rather the level of agility, availability and simultaneous advancement capacity.

All Accounts can maintain an unlimited backlog of Initiatives, allowing medium and long-term strategic vision. However, only active Initiatives within the contracted plan limit receive continuous follow-up and structured advancement. The inclusion of new active Initiatives occurs in alignment with the current plan. If the Account wishes to expand the number of simultaneous Initiatives, it may migrate to a higher plan. Significant scope changes within an active Initiative may require replanning.

All information shared by the Account is treated as confidential. Access to strategic data, decisions and materials is restricted to people involved in each Initiative, respecting any internal confidentiality definitions established by the client.

This SLA may be reviewed to reflect operational, strategic changes or improvements in the work model. Relevant changes will be communicated with minimum 30 days notice. Updates take effect for all active plans from the effective date. Continued use of services after changes take effect implies acceptance of the new SLA. Our goal is to keep the model appropriate to the Account's strategic moment, ensuring that the service level is always aligned with the desired ambition and rhythm.

February 4, 2026 If you have any questions, contact us at contato@people2u.com.br.