1. Service Availability
This Service Level Agreement (“SLA”) describes the support and service expectations for GarageTome. This SLA is provided for informational purposes only and does not constitute a legally binding guarantee unless otherwise agreed in writing.
GarageTome is designed to be highly available; however, availability is not guaranteed.
We strive to maintain reliable service but do not commit to specific uptime percentages.
Service interruptions may occur due to:
GarageTome shall not be liable for any service interruptions or downtime.
- Scheduled maintenance
- Infrastructure issues
- Third-party service failures
- Force majeure events
2. Support Scope
Support is provided via email or designated support channels.
Support includes:
Support does not include:
- Assistance with platform usage
- Technical issue reporting
- General inquiries
- Custom development
- Data analysis or consulting
- Third-party integrations not controlled by GarageTome
3. Support Response Times
Support response times depend on the subscribed plan.
Priority levels are determined solely by GarageTome based on the severity and impact of the issue.
Response times refer to initial response only and do not guarantee resolution times.
Support is provided during business days and hours, excluding weekends and public holidays unless otherwise specified.
- Priority support: 24–48 hours
- Standard support: 24–72 hours
4. Issue Classification
Issues may be classified internally as:
GarageTome reserves the sole right to determine issue classification.
- Critical: Complete service outage or major functionality unavailable
- High: Significant feature degradation
- Medium: Partial impact or non-critical issue
- Low: Minor issue or general inquiry
5. Maintenance
Scheduled maintenance may be performed periodically.
Where possible, advance notice will be provided, but it is not guaranteed.
Emergency maintenance may be performed at any time without prior notice.
6. Customer Responsibilities
Customers are responsible for:
GarageTome is not responsible for issues caused by:
- Proper use of the platform
- Maintaining secure access credentials
- Providing accurate information when reporting issues
- Misuse of the service
- Incorrect configurations
- External systems or integrations
7. Limitations
This SLA does not apply to:
Support response times are targets only and do not constitute guaranteed service levels.
- Issues caused by third-party services
- Internet connectivity problems
- Force majeure events
- Customer-side errors or misuse
8. Exclusion of Service Credits
GarageTome does not provide service credits or financial compensation for service interruptions, delays, or unmet response times, unless otherwise expressly agreed in writing.
9. Modifications
GarageTome may update this SLA at any time.
If changes materially affect the service, reasonable notice will be provided.
Continued use of the service after the effective date constitutes acceptance of the updated SLA.
10. Governing Law
This SLA is governed by the laws of the Republic of Chile.
Any disputes shall be subject to the jurisdiction of the courts of Santiago, Chile.
11. Contact
For questions about this SLA or support scope, you can contact us at:
GarageTome
Email: support@garagetome.com
Website: https://garagetome.com
