> For the complete documentation index, see [llms.txt](https://docs.premium-positioning.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.premium-positioning.com/service-level-agreement.md). # Service level agreement RTK Premium and RTK Seas service levels: 99.9% and 99.0% monthly availability, refunds of the monthly fee, exclusions, support response times and Eligible Areas. Premium Positioning commits to at least 99.9% monthly availability of the RTK Premium correction stream in every Eligible Area, and at least 99.0% for RTK Seas. When a month falls short, you are entitled to a refund of the monthly fee for the affected accounts, on the scale under Remedy. This page summarises the Service Level Agreement, version 1.1 of 4 September 2026, which forms part of the contract under Article 10 of the Terms and Conditions. Where this page and the signed documents differ, the signed documents govern. ## Scope The service level applies to RTK Premium accounts operating in an Eligible Area and to RTK Seas accounts. It does not apply to RTK Access, RTK Core, RTK Premium outside an Eligible Area, trial accounts, post-processing services, connectivity services or platform access. Those are provided on a best-effort basis under Article 10.2 of the Terms and Conditions. The support response times below apply to every tier. ## Service level | Product | Monthly availability commitment | | ----------- | ------------------------------- | | RTK Premium | At least 99.9% | | RTK Seas | At least 99.0% | ## Availability Availability is the percentage of minutes in a calendar month during which the RTCM correction stream is available from Premium Positioning's casters for the Eligible Area concerned, as measured by Premium Positioning's monitoring. A minute counts as unavailable when no valid correction stream can be obtained from any of the redundant sources serving the Eligible Area. Availability is measured at the caster. It does not measure your connectivity, your equipment, or GNSS signal conditions at the rover. ## Measurement and evidence Premium Positioning's own monitoring records measure and evidence availability, and the records are kept for at least 24 months. Monthly availability for each Eligible Area is published on the status page. On request, you receive the monitoring record for the month and Eligible Area concerned. ## Exclusions The following are excluded from the measurement: * Planned maintenance announced at least five business days in advance, and emergency maintenance under Article 14.6 of the Terms and Conditions. * Suspension or deactivation under Articles 5.5 and 14.7. * Unavailability caused by you, or by equipment, connectivity or configuration under your control. * Force majeure, only where it affects the service despite the redundancy in correction sources, networks and suppliers maintained for the Eligible Area. The failure of a single correction network, carrier or other supplier is not excluded. Regional unavailability or degradation of GNSS constellations or signals, including jamming and spoofing, is excluded where it affects all sources serving the Eligible Area. ## Remedy | Availability in the month | RTK Premium refund of the monthly fee | RTK Seas refund of the monthly fee | | ------------------------------ | ------------------------------------- | ---------------------------------- | | Below 99.9% and at least 99.0% | 10% | None, commitment met | | Below 99.0% and at least 98.0% | 25% | 10% | | Below 98.0% and at least 97.0% | 50% | 25% | | Below 97.0% and at least 95.0% | 100% | 50% | | Below 95.0% | 100% | 100% | The monthly fee for an annually invoiced account is one twelfth of the annual fee. The refund is paid in cash to your account of record, or as a credit against your next invoice if you choose. For calendar months before monthly availability is first published on the status page, the remedy is a credit against the next invoice. The refund is the sole and exclusive remedy for a failure to meet the service level (Article 10.4). Claims must be made in writing within 30 days after the end of the month concerned (Article 10.6). ## Support response Premium Positioning responds to support requests within these times during business hours: | Tier | Response time | | ------------------------ | ------------- | | RTK Premium and RTK Seas | 2 hours | | RTK Core | 4 hours | | RTK Access | 24 hours | Support runs on business days from 09:00 CET to 17:00 ET. A response is a substantive reply from our support team, not an automated acknowledgement. These are response times, not resolution times. To reach support, email or call +31 85 0606 338. ## Eligible Areas Eligible Areas are the countries and regions shown as served by redundant correction sources on the [coverage map](https://www.premium-positioning.com/coverage) at the date of your contract. The coverage map is the authoritative list; the table below is indicative at the date of the SLA. In areas served by a single source, RTK Premium operates on a best-effort basis. | Region | Eligible (redundant sources) | Not eligible (single source, best effort) | | ------------- | -------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- | | Europe | EU and EEA member states, the United Kingdom and Switzerland, as shown on the coverage map | French overseas territories including Guadeloupe, and other territories shown single-source on the coverage map | | Türkiye | None | Single source | | Africa | None | South Africa: single source | | North America | United States and Canada, in the states and provinces shown as redundant on the coverage map | States and provinces shown single-source on the coverage map | | Asia-Pacific | Japan and Australia, as shown on the coverage map | Areas shown single-source on the coverage map | Premium Positioning may add Eligible Areas at any time. Removing one during the term of a contract is announced with 30 days' notice, and you may then terminate the affected accounts. ## Precedence Where documents conflict, the contract prevails over the SLA, and the SLA prevails over the Terms and Conditions (Article 2.6). ## FAQ Does RTK Premium come with a written uptime commitment and a refund? Premium Positioning commits in writing to at least 99.9% monthly availability in every Eligible Area. When a month falls short, you receive a refund of 10% to 100% of the monthly fee, on the scale under Remedy. Does the service level cover trial accounts? Trial accounts fall outside it: they run on a best-effort basis, as do RTK Core and RTK Access. Last updated: 18 October 2026