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
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
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:
RTK Premium and RTK Seas
2 hours
RTK Core
4 hours
RTK Access
24 hours
Business hours are 09:00 to 17:00 CET, Monday to Friday, excluding Dutch public holidays. If your contract is with Premium Positioning LLC, business hours are 09:00 to 17:00 Eastern Time, excluding US federal holidays.
A response is a substantive reply from a support engineer, not an automated acknowledgement. These are response times, not resolution times.
To reach support, email info@premium-positioning.com 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 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.
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).
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