Service level and cancellation

Questions: hola@estibra.com · Legal: legal@estibra.com

1. What this page covers

Two things you will want in writing before you hand a robot the keys:

• How much uptime we owe you, what happens when we miss it, and when you can reach a human.
• How you get out — cancelling, getting your data, and having it deleted.

This page covers the cloud robot — the part that runs on Estibra’s servers and logs into your courier software. It does not cover your own systems. If your courier software is down, your internet is out, or the PC by the printer is switched off, the robot cannot work, and that time is not counted against us. Section 4 lists all of that plainly.

2. Uptime target

99.5% of each calendar month, measured on the cloud robot.

99.5% leaves room for about 3 hours and 36 minutes of our downtime in a 30-day month. We aim higher. 99.5% is what we are willing to put in writing and pay for when we miss it.

“Up” means the robot is running and able to take work: it can log into your account, process the pre-alerts that arrived, and queue print jobs. If the robot is stopped, stuck, or unable to log in for a reason on our side, that is downtime.

3. How uptime is measured

• The guardian agent checks the robot continuously, 24 hours a day, and records every stop.
• Downtime is counted in whole minutes, from the first failed check to the minute service is restored.
• The month is the calendar month, Miami time.
• You can see the robot’s own log in your panel. If your count and our count disagree, send us yours and we will reconcile — in a disagreement we can’t resolve on the numbers, we credit you.

4. What does not count as downtime

1. Your courier software being down, slow, in maintenance, or locking the robot user out. This is the big one. Estibra drives your system; when your system stops, the robot stops.
2. Your internet, your PC, your printers, or your dimensioner being off, offline, or broken.
3. Your own vendor blocking or disabling the robot user, for any reason.
4. Scheduled maintenance that we announced at least 48 hours in advance by email. We keep it under 4 hours a month and we do it outside 8:00 a.m. to 6:00 p.m. Miami time.
5. Emergency maintenance to close a security hole. We tell you as soon as we can, before if possible.
6. You pressing Pause robot, disabling the robot user, or deleting the forwarding rule.
7. Suspension for non-payment or for a breach of the acceptable use page.
8. Wrong or expired credentials in your panel that you have not updated.
9. Events outside our reasonable control — a regional outage at our hosting provider, a storm, a strike, a government order.
10. A trial period, a pilot, or any month you were not charged for. No fee, no credit.

5. Service credits

If we miss 99.5% in a calendar month, you get a credit against your next invoice. The credit is a percentage of that month’s fee.

Rules that go with the table:

• Credits are capped at 100% of one month’s fee. They are a credit, not a cash refund.
• Credits apply to the fixed monthly fee only, not to a setup fee or in-person training.
• If we miss 99.5% in three consecutive months, you may cancel immediately and we refund the unused part of the current month. That is your escape hatch, and we would rather hand it to you than argue about it.
• Service credits are your remedy for missed uptime under this page. Nothing here limits any right you have that Florida law does not let us limit.

6. How to claim a credit

1. Email hola@estibra.com within 30 days of the end of the month in question.
2. Put the month in the subject line and tell us the dates and times you saw the robot stopped.
3. We answer within 5 business days with our own measurement.
4. An agreed credit lands on your next invoice.

We also watch for this ourselves. If our own numbers show we missed the target, we apply the credit and tell you, whether or not you asked.

7. Support hours

Monday to Friday, 8:00 a.m. to 6:00 p.m., Miami time (Eastern).

Saturday: only when the robot is down. We do not open Saturday for questions, but a stopped robot gets answered.

Sunday and US public holidays: robot down only.

How to reach us: hola@estibra.com, or WhatsApp for anything urgent. Every message is read by a person, in Spanish or English.

You are not on your own outside those hours. The guardian agent watches 24 hours a day and alerts us the moment the robot stops — most of the time we know before you do.

8. Response times

“Response” means a human replies and tells you what is happening. It is not a promise that the problem is solved in that time.

For a stopped robot we work the problem continuously until the robot is running again, and we tell you where we are at least every 2 hours during support hours.

9. Scheduled maintenance

• Announced by email at least 48 hours ahead.
• Kept under 4 hours per month.
• Done outside 8:00 a.m. to 6:00 p.m. Miami time.
• Work that arrives during a maintenance window is queued and processed after, not lost.

10. How cancellation works

Month-to-month. Cancel anytime. There is no annual contract, no term to see out, and no cancellation fee.

1. You cancel the same way you signed up: a Cancel subscription button in your own panel. No phone call, no retention script, no email to a person who is conveniently on holiday. If the button is not working, hola@estibra.com is enough, and the date we receive your email is the date that counts.
2. It takes effect at the end of the month you already paid for. The robot keeps working until then, so you can plan the handover.
3. We do not refund the current month. You keep the service you paid for through the end of it. The exceptions are the three-month uptime miss in section 5, and the cases listed in section 8.6 of the terms of service.
4. You can also stop the robot right now without cancelling — press Pause robot, disable the robot user in your own software, or delete the forwarding rule. Any of those takes under a minute. The security page explains all three.
5. We may end it too, with 30 days’ written notice, for any reason. For non-payment there is a ladder, the same one the terms set out: if a payment fails we tell you and try again, we may pause the robot if it is still unpaid 10 days later, and we may close the account if it is unpaid 30 days later. We may suspend or end it immediately for a breach of the acceptable use page.
6. Price changes need 30 days’ written notice. If we raise your price, you can cancel before it takes effect and never pay the new number.

11. The day your account ends

• The robot stops, and stops logging into your system.
• We disable our side of the connection. You should also disable the robot user inside your own courier software — do not wait for us, it is your system and it takes seconds.
• Your panel stays open in read-only mode for 30 days so you can export.
• The local agent stops receiving work. Uninstall it from the PC by the printer whenever convenient; it does nothing on its own.

12. Getting your data out

• You can export it yourself from the panel for 30 days after the account ends: the action log, the tracking records the robot created, and the label photos your team uploaded. Files come as CSV, and the photos as a zip.
• Or ask us and we do it for you, free, once, within 5 business days of your request.
• Nothing of yours is held hostage over an unpaid invoice. We will ask you to pay it. We will not lock your own records away to make you.
• Remember that the records the robot typed into your courier software are already in your courier software. They are yours and they stay there. Nothing we do on the way out removes them.

13. Deletion after cancellation

1. We delete your data within 30 days of the account ending: stored credentials, copies of forwarded pre-alert emails, label photos, dimensioner readings, action logs, and the contents of your panel.
2. Credentials go first — within 24 hours, along with the robot user’s stored password. There is no reason to keep them one day longer.
3. Ask and we delete sooner. Say the word at hola@estibra.com and we do it immediately, before the 30 days are up. You give up the export window if you do, so export first.
4. You get written confirmation by email when the deletion is done, with the date.
5. What we keep, and why: billing and tax records for 7 years because the law requires it, and your company name and contact details for 12 months after the account closes, so we can answer a question after you leave. Neither includes your operational data or your customers’ data.
6. Backups roll off on their own cycle and are fully overwritten within 90 days. Nothing is restored from a backup after your account ends.

14. Notices

Written notice to us: Estibra LLC, Miami, Florida — or by email to legal@estibra.com. Notice to you goes to the email addresses on your account, so keep them current.

This page is governed by the laws of the State of Florida, and any dispute goes to the state or federal courts in Miami-Dade County, Florida.

15. Changes to this page

We can change this page with 30 days’ notice by email. The date at the top shows when the current version took effect. If a change makes the service worse for you, cancel — it is month-to-month, and that is the whole point.