SLA, Warranties and Technical Support (Service Levels)

This English version is provided for convenience. If there is any difference between this text and the Spanish original, the Spanish version prevails.

iGromi is offered on three plans: Free, Premium and Enterprise. This document describes the support and service commitment that applies to each one.

We do not publish a general availability figure. The service levels that apply to a customer are those written into their contract or subscription.

The free app is in early access. It is provided with no availability or response-time commitment, and its features may change during this stage.

Questions are handled by email at soporte@igromi.com, on business days and subject to team availability.

Premium adds the company's systems (SAP, ERP, spreadsheets) in a dedicated, isolated cloud for each customer. Support and service conditions are set out in each customer's subscription.

Enterprise connects the whole plant, inside it, on Edge or on-premise. Committed availability, support hours, response times by severity and maintenance windows are agreed in writing in each customer's contract.

When the system runs inside the plant, its availability also depends on the customer's power, network and hardware, which are outside iGromi's control.

All requests, on any plan, go through soporte@igromi.com. To help us respond faster, include the company, the plan, what happened, since when and, if possible, a screenshot or the affected data.

If a unit supplied by iGromi (Edge or Bridge) fails during its 12-month warranty, the customer opens a request at soporte@igromi.com and the iGromi team runs a remote diagnosis.

If the failure is an equipment defect and not misuse (see section 7 of the Terms of Service), iGromi issues an RMA (Return Merchandise Authorization) number and ships a replacement unit, new or refurbished, depending on the customer's location and available stock. Shipping the damaged unit to iGromi is paid by the customer, and return shipping by iGromi.

Security patches are deployed remotely to connected units. Feature updates are included in Premium and Enterprise subscriptions; perpetual licenses require an active maintenance policy.

iGromi may declare a unit or a software version obsolete (End-of-Life) with 12 months' notice.