Mi Techo Care Service Level Agreement

1. Purpose and relationship to the Care Terms

This Service Level Agreement (SLA) defines the service scope, frequencies, response times and commercial conditions of the three Mi Techo Care levels: Care Essential, Care Plus and Care Premium. It forms an integral part of the Mi Techo Care Terms & Conditions and is read together with our Legal Notice and Privacy Policy. Definitions, exclusions, liability, payment and cancellation rules are not repeated here and follow the Care Terms.

2. Service levels at a glance

3. Payment moments: start, monthly fee and after 12 months

There are exactly two payments: a one-off amount at the start (the on-site Care Check) and the recurring monthly subscription fee. One-off amounts are stated excl. VAT; the monthly subscription fee is stated incl. VAT. The applicable VAT rate is 21%.

Step 1, at the start (one-off). The subscription starts with a one-off on-site Care Check, invoiced at the start of the contract. With Care Plus and Care Premium, the first panel cleaning is included in the Care Check and is carried out during that same start visit. With Care Essential, the Care Check is an inspection without cleaning; the customer may add the first cleaning during that same start visit for a one-off supplement.

The one-off start amount scales with the size of the installation. The base rate covers an installation of up to ten panels. For every panel above ten panels the surcharge in the table above applies, and for every additional product added to the subscription (home battery, EV charger, air conditioning unit, heat pump, additional inverter or electrical panel check) a one-off intake during that same start visit applies of €15 to €35 excl. VAT per product. These Care rates are lower than our stand-alone rates outside a subscription, which are €5 per additional panel for inspection and €2.50 per additional panel for cleaning. The online configurator shows the exact start amount and the saving compared with the stand-alone rates.

Step 2, from month 1 (recurring). The monthly subscription fee runs from the contract start date and covers monitoring, alerts and support. The price depends on the chosen level, the number of panels and the selected add-ons.

Step 3, after around 12 months (included). The cleaning that forms part of the subscription is always scheduled with the next annual service, i.e. around twelve months after the start visit, at no extra charge on top of the subscription. If the customer wants the panels cleaned straight away, this is only possible through the first cleaning during the Care Check. The monthly cleaning add-on on Care Essential covers the recurring annual cleaning and not the start visit.

Paying a full year up front gives a 10% discount on the monthly subscription fee. This discount does not apply to one-off amounts, materials or individual jobs. All amounts in this clause are identical to those in the online Care configurator and the payment timeline on mitechosolar.com/care.

4. Included services

All Care levels include, at the frequency stated above:

• visual and electrical inspection of panels, mounting system, cabling, connectors and protections;
• inverter and, where present, battery system check, including error log review;
• performance comparison against expected yield;
• photo-documented digital report delivered within 48 working hours of the visit;
• remote monitoring review and notification of detected anomalies;
• advice on optimisation, upgrades and warranty status.

5. Excluded services

Exclusions are those listed in the Care Terms, clause “Service limitations and excluded services”. In summary: repairs, replacement parts, upgrades, structural and roof works, damage caused by third parties or force majeure, grid and utility matters, customer network infrastructure, and any work requiring scaffolding, lifting platforms or permits unless separately quoted and approved.

6. Working hours and emergency support

Working hours are Monday to Friday, 09:00–17:00 (CET/CEST), excluding Spanish national and Málaga regional public holidays. Response times are measured in working hours from receipt of a complete fault report at info@mitechosolar.com or via our service form.

A critical fault means total production loss, a safety risk or a battery or inverter shutdown. Non-critical faults, cosmetic issues and optimisation requests are handled within regular planning. Out-of-hours support is available as shown in the table and is charged at our out-of-hours rate.

7. Reporting and software updates

Every visit results in a digital report with photographs, findings, recommendations and, where relevant, a quotation for corrective work. Care Premium additionally receives an annual performance summary. Firmware and monitoring software updates are applied when released and supported by the manufacturer; Mi Techo Solar is not responsible for manufacturer update defects or for features withdrawn by the manufacturer.

8. Travel, materials, labour discounts and warranty handling

Travel is included within our standard service area (Costa del Sol, from Málaga to Estepona, and the municipalities of Coín, Mijas, Marbella, Benalmádena and Fuengirola). Outside this area, travel is charged at our standard rate and agreed in advance.

Materials and replacement parts are always quoted separately and require written approval. Labour discounts apply to our standard hourly rate for repairs and upgrades carried out during the subscription period and cannot be combined with other promotions.

Warranty handling covers the administrative processing of manufacturer claims. Warranty outcomes, timelines and manufacturer decisions remain outside our control, as set out in the Care Terms.

9. SLA limitations

Response and attendance targets are best-effort commitments, not guarantees, and are suspended during force majeure, unsafe weather, lack of safe access, awaiting customer approval or awaiting parts from suppliers. Failure to meet a target does not entitle the customer to compensation beyond the liability limits set out in the Care Terms; where a target is structurally missed, the customer may terminate the subscription in writing and receive a pro-rata refund of the unused period.