Support Service Agreement

Effective date: 21 September 2026

This agreement describes the support that eStela provides to organisations using the platform: which channels we offer support through, our hours of operation, and how quickly we respond. It is accepted when you sign up to the platform.

1. Scope of Support

Support covers questions related to the use of eStela, including:

  • Initial race setup: courses, buoys, fleets and devices.
  • Issues with the platform, mobile app or trackers.
  • Billing, licenses and payments.
  • General questions about how the Service works.

2. Support Channels

Each question you send us opens a support ticket. You can write to us through:

3. Priority Support Hours

We handle support tickets Monday to Friday, 9:00 to 17:00 CEST (Madrid time).

Messages received outside these hours, including weekends, are handled from the next support period within the response times in section 4.

4. Response Times

  • Paid accounts: we respond to each ticket in less than 72 calendar hours from receipt.
  • Free accounts: we handle tickets as availability allows, with no guaranteed response time.

The timeframe refers to the first response, not resolution of the problem, which depends on its nature.

5. Real-Time Support: Race Day Support

Real-time support before or during an event, such as race day morning or during a competition weekend, is not included in any license. It requires purchasing Race Day Support.

Race Day Support is purchased by the day when you buy an event license. The price per day is shown before you pay.

Without Race Day Support, questions received before or during an event are handled during the hours and within the response times in sections 3 and 4.

6. Changes to this Agreement

eStela may modify this agreement. Changes will be published on this page with a new effective date and apply to purchases made after publication.

See our Terms of Service

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