Service levels

01 ·In short

• The standard plans (the free trial, Basic and Premium) come with no uptime guarantee and no service credits. We work to keep AGROGIS available at all times.
• Planned maintenance that interrupts the service is announced in advance where possible.
• Support tickets get a reply within one business day.
• A contractual service level agreement (SLA) is available only to Enterprise customers, in a signed contract.

This page explains the availability and support terms in practice; if the two differ, the Terms prevail.

02 ·Availability

We work to keep AGROGIS available around the clock, every day, but we do not promise a minimum uptime.

AGROGIS runs on Supabase (database, sign-in, files and server functions, in the EU region in Frankfurt) and Vercel (the website and web app). Satellite imagery comes through Sentinel Hub, weather forecasts from Open-Meteo, and payments are processed by Stripe. When one of these services has a problem, the features that depend on it may be unavailable until it recovers; the rest of the platform keeps working where it can.

New satellite images depend on satellite passes and on clouds. A day without a clear image is not an outage.

We do not run a public status page. When an incident affects many customers, we tell them in the app or by e-mail.

03 ·Maintenance

We try to schedule maintenance that interrupts the service outside working hours in Romania and to announce it in advance, in the app or by e-mail. Urgent security work may be done immediately, without notice.

04 ·Support

• Where: the Support page in the app, where you open and follow tickets — also available when an account is locked — or by e-mail to contact@agrogis.ro.
• Reply time: within one business day (Monday to Friday, except Romanian public holidays). A reply may be an answer, a fix or a clear next step; on the standard plans we do not promise resolution times.
• Follow-up: each ticket shows its status, and a resolved or closed ticket can be reopened within 14 days.

05 ·Your data

You can download your account data as a JSON file from Settings at any time, including while an account is locked. What the file contains, and the other downloads available while an account is not locked — report PDFs, the spray register, prescription maps — are set out in section 10 of the Terms. How long data is kept, and how it is protected, is set out in the Privacy Policy.

06 ·Enterprise: a contractual SLA

If your organisation needs availability commitments, response and resolution times, a named contact or service credits, we can agree them in a signed Enterprise contract. Only a signed contract binds us to such commitments; this page does not. Write to contact@agrogis.ro.