Service Level Agreement (SLA)

CheckOP - SaaS Field Operations Management Platform

Last update: February 06, 2026

1. Introduction

This Service Level Agreement (hereinafter "SLA") sets forth the availability, performance and support commitments that Progresus S.A.S. (hereinafter "Progresus" or "we" or "us") provides to CheckOP customers (hereinafter "Customer" or "you") with an active subscription.

This SLA forms an integral part of CheckOP's Terms and Conditions of Service and applies to all contracted subscription services.

2. Definitions

"Downtime": means a total interruption of the Service or a serious problem that completely prevents the use of the Subscription Service in a significant portion of the production environment. This excludes free services and applies only when no workaround is available.

"Service Uptime": is calculated using the following formula:

Uptime (%) = ((Total hours in a month - Excluded Duration - Downtime Duration) / (Total hours in a month - Excluded Duration)) × 100.

"Excluded Duration": Time not counted for the availability calculation, including scheduled maintenance and exclusions defined in this SLA.

"Incident": Any event that causes or may cause an interruption or reduction in the quality of the Service.

"Critical Problem": Incident that results in Downtime or total loss of critical functionality for all users.

"Major Problem": Incident that significantly affects the functionality of the Service for a group of users, with no reasonable alternative.

"Minor Problem": Incident that affects non-critical functionality or has a workaround available.

3. Availability Commitments

3.1 Availability Objective

Progresus commits to maintain 97% uptime for the CheckOP Subscription Service each calendar month. Availability calculations will be based on Progresus' system monitoring logs.

3.2 Infrastructure Availability

CheckOP is hosted on Tier 1 cloud infrastructure providers:

• Amazon Web Services (AWS): instances located in the United States (us-east-1).
• Google Cloud Platform (GCP): Instances located in the United States.

These providers guarantee facility uptime between 99.95% and 100%, with minimum redundancy of N+1 for all power, networking and air conditioning services.

3.3 Redundancy and High Availability

The Facility implements the following redundancy measures:

• Distribution of instances across multiple availability zones.
• Load balancing through Elastic Load Balancing
• Automatic scaling to handle peak demand
• Real-time data replication
• Automated backups

4. Availability Exclusions

The calculation of Uptime shall not include outages caused by:

4.1 Scheduled Maintenance

• Planned maintenance that is communicated at least 48 hours in advance.
• Critical security upgrades requiring immediate intervention
• Maintenance performed outside normal working hours (preferably weekends or evenings).

4.2 External Factors

• Failures in the Customer's Internet connectivity
• Problems with Customer's equipment, software or infrastructure
• Use of the Service in excess of agreed parameters or in an unauthorized manner
• Denial of Service (DDoS) attacks or other external malicious attacks
• Failure of third party services not controlled by Progresus.

4.3 Force Majeure

• Natural disasters
• Armed conflicts or terrorism
• Government actions
• Widespread telecommunications outages
• Any other event beyond the reasonable control of Progresus.

4.4 Actions of the Customer

• Failure to comply with the Terms and Conditions of Service
• Suspension of the Service due to non-payment
• Modifications or configurations made by the Customer that affect the operation of the Service.

5. Technical Support

5.1 Support Channels

5.2 Business Hours

CheckOP's support team is available during the following business hours in Colombia:

• Monday to Thursday: 8:00 to 17:00 (Colombia time, GMT-5).
• Fridays: 8:00 to 14:00 (Colombia time, GMT-5)

Requests received outside these hours will be answered on the next business day.

5.3 Response Times Objective

Progresus endeavors to respond to inquiries according to the following target times, without this constituting a binding guarantee:

5.4 Support Limitations

Technical support does not include:

• Training on basic functionalities of the Service (available at conocimiento.checkop.co).
• Troubleshooting of problems caused by Customer's equipment or software.
• Custom developments or modifications outside the standard scope
• Support for integrations with systems not certified by CheckOP
• On-site assistance (all support is remote)

5.5 Reasonable Use of Support

Progresus may limit or deny access to technical support if it determines, in its reasonable discretion, that Customer is misusing support or has treated Progresus representatives inappropriately.

6. Backup and Recovery

6.1 Backup Policy

Progresus backs up Customer data according to the following practices:

• Frequency: Daily backups of the database.
• Retention: Minimum of seven (7) days of recoverable backups
• Replication: Data replicated in real time between instances
• Storage: Copies stored on durable storage services (such as AWS S3)

6.2 Recovery Point Objective (RPO)

The recovery point objective is 24 hours, which means that in the event of a disaster, the maximum data loss would be approximately one day's worth of data.

6.3 Recovery Time Objective (RTO)

The recovery time objective is 48 hours to restore the Service to normal operation after a major incident or disaster.

6.4 Customer Responsibility

Although Progresus maintains backups, the Customer is recommended to:

• Regularly export critical data using the export functions of the Service.
• Maintain own records of critical information
• Not to rely exclusively on Progresus backups for business-specific disaster recovery.

7. Monitoring and Reporting

7.1 Service Monitoring

Progresus implements continuous monitoring of the Service that includes:

• Platform availability verification
• Performance and response time monitoring
• Automated alerts in case of anomalies or outages
• Logging of security events

7.2 Incident Communication

In case of incidents affecting the Client:

• Notification will be provided via the support portal or email.
• Regular updates will be provided on the status of resolution.
• A post-incident report will be sent when appropriate.

7.3 Availability History

Customer may request historical availability reports via the support portal. Progresus will provide information based on its internal monitoring records.

8. Changes to SLA

Progresus may modify this SLA at any time. Changes that reduce service commitments will be notified at least thirty (30) days in advance.

Continued use of the Service after the changes take effect will constitute acceptance of the modified SLA.

9. Contact

For questions regarding this SLA:

Progresus S.A.S.

• Support Portal: https://support.checkop.co
• Email: soporte@checkop.co
• Knowledge Base: https://conocimiento.checkop.co

This Service Level Agreement is an integral part of CheckOP's Terms and Conditions of Service and is subject to the provisions of that document.