Service Level Agreement (SLA)

This Service Level Agreement describes the service targets for the MatoSense web platform at soil.matosense.com, operated by Heisenberg Engineering Pvt. Ltd., Lalitpur, Nepal. The platform is provided free of charge to MatoSense hardware customers worldwide.

1. Availability target

We target 99.5% monthly availability for the web platform, excluding scheduled maintenance. Because the platform is free, this target is a good-faith commitment rather than a financially credited guarantee — no service credits apply.

2. Scheduled maintenance

Maintenance is scheduled during low-usage hours (Nepal time) wherever possible. For maintenance expected to cause noticeable downtime, we aim to give at least 24 hours' notice via the platform or email.

3. Data ingestion and buffering

Sensor readings are ingested continuously. The device tolerates temporary connectivity loss, and the connected thermal printer keeps working in the field regardless of internet availability — you can always print a report on the spot. Readings are timestamped on the device, so history stays accurate when connectivity resumes.

4. Support channels and response targets

• Technical support — help@matosense.com; first response within 2 business days, typically much faster.
• Sales — sales@matosense.com.
• Phone / WhatsApp — +977 1 5921426 · +977 9715800900 (business hours, Nepal time).

Platform-wide outages are treated as the highest priority and worked on continuously until resolved.

5. Data protection and backups

Platform data is stored on managed cloud infrastructure with regular backups. Data export (CSV/Excel) is available to all users at no cost, so you can keep your own copies of your soil history at any time.

6. Exclusions

• Failures of the customer's internet connectivity, mobile network or power supply;
• Issues caused by misuse of the hardware or violations of the Acceptable Use Policy;
• Force majeure events, including natural disasters and upstream infrastructure failures beyond our control;
• The accuracy of sensor readings, which are indicative approximations — see our Terms and Conditions. A laboratory soil test is always required for certified, high-accuracy results.

7. Changes

We may update this SLA as the platform evolves; the latest version is always available on this page. Material reductions in service targets will be communicated to active customers in advance.