SimAbove

This Technical Service Agreement ("TSA") forms part of the SimAbove Terms and Conditions and describes how technical and customer support is organised between AHA GRUPA SIA (SimAbove) and its Customers.

1. Definitions

SimAbove Platform: Mobile application and web systems operated by SimAbove enabling purchase, installation and management of eSIM profiles.
End-User: An individual using SimAbove eSIM service.
End-User Data: Data that identifies an End-User and is necessary to deliver connectivity and billing.
Customer / Partner: A person or company contracting with SimAbove for eSIM services.
eSIM Profile: Digital SIM profile enabling mobile data on compatible devices.
Mobile Data: 3G/4G/5G internet connectivity provided via partner networks.
Support Request: A request submitted to SimAbove support for technical assistance.
Unused Bundle: A purchased bundle where no data has been consumed.

2. Executive Summary

SimAbove provides an end-to-end eSIM connectivity solution including:

eSIM provisioning and QR delivery
mobile data roaming
user account management
billing and top-ups
customer support via e-mail

This Agreement defines: support responsibilities, service availability, escalation procedures.

3. Service Description

SimAbove provides tiered support: First Line Support – provided by SimAbove directly to End-Users. Second Line Support – technical investigations with network partners.

4. Support Structure

4.1 First Line Support

SimAbove provides first-line support to End-Users including:

eSIM installation guidance
device compatibility checks
activation issues
general usage questions
billing questions

Support channel: support@simabove.com

4.2 Second Line Support

Second line support is activated when:

connectivity fault is suspected
network issue occurs
profile provisioning error

SimAbove liaises with upstream connectivity providers on behalf of the customer.

5. Platform & Service Support

SimAbove monitors:

eSIM activation systems
partner network availability
payment processing

Customers will be informed via e-mail about: major outages, planned maintenance, service degradation.

6. Provided Services

6.1 SimAbove Responsibilities

eSIM provisioning
QR code generation
bundle management
payment processing
second-line technical support

6.2 Customer Responsibilities

End-Users are responsible for: device compatibility; correct installation; local coverage limitations.

7. Technical Stack

7.1 SimAbove Platform

Mobile applications (iOS/Android)
Web purchase flow
eSIM management
billing via Stripe and ESTO

7.2 Data Visibility

SimAbove can access:

eSIM technical identifiers
last known network status
bundle consumption

SimAbove cannot access:

browsing content
personal communications

8. Service Request Types

8.1 Support Requests

Handled via support@simabove.com

activation problems
connectivity issues
refunds (where applicable)

8.2 Billing Requests

invoice clarifications
payment issues
refund eligibility

9. Service Levels

9.1 Hours of Operation

Urgent / High Priority: 24/7 monitoring with best effort response
General inquiries: 09:00–17:00 Latvian business days

9.2 Priority Levels

Urgent: full platform outage, security incident
High: country-wide roaming failure, multiple users affected
Normal: single user issue
Low: general questions

9.3 Response Targets

Priority	Response	Recovery
Urgent	1 hour	2 hours*
High	2 hours	4 hours*
Normal	8 hours	best effort
Low	24 hours	N/A

* where issue is under SimAbove control.

10. Misuse of Services

Prohibited:

artificial traffic
fraud
API abuse
reselling without agreement

SimAbove may suspend services to protect network integrity.

11. Payments

Payments processed via: Stripe, ESTO Banklink. Refunds follow Terms & Conditions.

12. Data Protection

Personal data processed according to SimAbove Privacy Policy.

13. Changes

SimAbove may update this TSA with reasonable notice.

14. Contact

SimAbove – AHA GRUPA SIA
Dārzciema iela 60, Rīga, LV-1073

SimAbove – Technical Service Agreement