Service Level Agreement

1. Availability commitment

We commit to keeping Agripino available 99.5 % of the time in each calendar month, measured as set out in section 3.

A monthly 99.5 % allows roughly 3 hours and 39 minutes of downtime per month. We would rather commit to a figure we can sustain with the infrastructure we actually have than announce a 99.99 % we would not be in a position to guarantee.

2. Definitions

• Downtime. A period during which the application does not respond to valid sign-in or data read requests, or returns server errors continuously for more than five consecutive minutes.
• Scheduled maintenance. Work announced at least 48 hours in advance by email, carried out preferably between 22:00 and 05:00 Costa Rica time.
• Total time in the month. The number of minutes in the relevant calendar month.

3. How it is measured

Monthly availability is calculated by taking the total time in the month, subtracting recorded downtime, and dividing the result by the total time in the month.

The following do not count as downtime:

• Scheduled maintenance, up to a maximum of 4 hours per month.
• Interruptions caused by the customer's network, internet provider or equipment.
• Interruptions arising from use contrary to the Acceptable Use Policy.
• Force majeure events, as understood under article 830 of the Commercial Code and article 702 of the Civil Code.

If you disagree with our measurement, you may submit your own records and we will review them in good faith.

4. Credits for shortfall

If in any calendar month we fail to meet the commitment, you are entitled to a credit against that month's fee:

To claim the credit, write to [email protected] within 30 calendar days of the end of the affected month. The credit is applied to the next invoice or, if the contract has ended, refunded by the same payment method used.

5. Prolonged outages

If the service remains continuously unavailable for more than 72 hours, you may terminate the contract immediately by written notice, with a pro-rata refund of the unused portion of the current cycle and without any penalty.

6. Support response times

Independently of availability, we commit to the following first-response times on Costa Rican business days:

The support channel is [email protected]. The formal complaints channel, free of charge under article 195 of the Regulation to Law 7472, is [email protected].