Effective August 1, 2026
1. Scope
This SLA states general objectives for Emasmas cloud-based digital products. It is binding only if expressly incorporated by an order, plan or product term. A product-specific SLA prevails and may set different availability, support, maintenance or credits.
2. Availability and maintenance
Monthly availability equals (total minutes minus attributable downtime) / total minutes × 100. Unless specifically committed, Emasmas promises no minimum percentage or credits.
Excluded downtime includes announced maintenance; force majeure; customer-controlled networks, equipment or providers; external integrations outside Emasmas control; authorized suspension; contract-violating use; and emergency work reasonably needed to protect the service.
We aim to give reasonable notice of planned maintenance and schedule it outside peak use where feasible. Urgent security maintenance may occur without advance notice, followed by reasonable communication.
3. Support and priorities
Customers should report product, account, impact, time, evidence and reproduction steps. We reasonably classify incidents as: Critical, core service unavailable to most users or severe security risk without workaround; High, core function heavily degraded with limited workaround; Medium, relevant defect with workaround; Low, question, improvement or cosmetic issue.
Unless a plan says otherwise, Chilean business-hour first-response objectives are: Critical, 8 business hours; High, 1 business day; Medium, 2 business days; Low, 3 business days. These are acknowledgment and initial-diagnosis objectives, not guaranteed resolution times.
4. Management, remedies and data
We prioritize containment, restoration and correction by impact, provide reasonable updates for major incidents and may require secure customer cooperation.
Credits or SLA remedies exist only where an order or product term states the formula and claim period. This does not limit mandatory remedies, data-protection duties or non-excludable liability. Backups and recovery follow product design and do not replace customer continuity duties; export and deletion follow the product, Terms and DPA.
This SLA is governed with the contract by Chilean law, without affecting mandatory EU, U.S. or other applicable rules. Support and escalation: contacto@emasmas.cl.