Service level agreement

Last update: 10 September 2026
Version: 1.0
To whom it applies: Customers with current subscription

In summary

99.5% monthly availability in the standard plan and 99.9% in Enterprise.
Telemetry intake has its own commitment: data are not lost even if the interface is down.
The compensation is credited at the request of the client, with a published procedure.
We declare what is excluded from the calculation, rather than being interpreted.

This summary guides the reading and does not replace the text of the document.

01Availability committed

Component	Standard	Enterprise	How is it measured
Web interface and API	99,5%	99,9%	External survey every 60 seconds from three regions
Telemetry Ingest	99,9%	99,95%	Acceptance of valid lots
Delivery of alerts	99,5%	99,9%	Shipment within 60 seconds of the event
Video uploading	99,0%	99,5%	Clip acceptance; excludes cell coverage of the vehicle

The percentage is calculated per calendar month, on the total of minutes of the period minus the announced maintenance windows.

Intake is compromised separately and higher

If the interface falls, visibility is lost; if the intake falls, the data is lost forever. That's why the capture has a greater commitment and an architecture that keeps it available even if the rest of the system is degraded.

02Support response times

Severity	What does it mean?	First response	Updates
S1 · Critical	Service is down or data loss is in progress	1 hour, 24 / 7	Every 2 hours to mitigate
S2 · High	Degraded main function without alternative	4 working hours	Daily
S3 · Average	Function affected with alternative available	1 working day	Every 3 working days
S4 · Low	Consultation, improvement or minor defect	3 working days	As progress

The severity is proposed by the client when opening the case and we confirm it when we receive it. If we disagree, we apply the greater of the two while the discussion is resolved, not the lesser.

03What's left out of the calculation

Planned maintenance, announced 5 days in advance and executed outside the most operational time, with a maximum of 4 hours per month.
Emergency maintenance for critical vulnerability, announced as soon as possible.
The cell or satellite network that connects the devices, out of our control.
Failed customer or third party systems made up of your decision.
Use exceeding the contract limits of the subscription.
Force majeure duly accredited.

We do not exclude the falls of our own infrastructure providers. Choosing them was our decision and their failure is our responsibility to the customer.

04Compensation

Availability of the month	Credit on monthly
Under commitment and ≥ 99.0%	10%
Low 99.0% and ≥ 95.0%	25%
Low 95.0%	50%

The credit is requested within 30 days of the end of the month, writing to [email protected] We respond within 10 working days with the applied calculation, and we publish the incident report. If the failure is repeated three consecutive months, the client can end up without penalty.

Status of this document

Text prepared by Drometra and pending review by external legal advice before its final publication. Its structure and content were built on the current Chilean legislation and on Law 21.719, which has been in force since 1 December 2026. It does not constitute legal advice for third parties.