Our commitments, measurable
This Service Charter declares the quality levels SIMAMMA commits to across the platform, eSIM delivery and customer care. Values are targets measured on a monthly basis.
Last updated: September 21, 2026
Service levels (SLA)
What you can always expect
Monthly uptime target for site and app, with continuous monitoring and automatic intervention.
From payment to QR code in your account and inbox, 24 hours a day, holidays included.
Top-ups apply to your existing eSIM: no reinstall, no waiting while travelling.
The AI chat answers right away, 24/7, in 10 languages: plans, compatibility, orders and setup.
Every written request gets a human reply within one business day.
If the eSIM is not delivered due to a technical fault, the refund starts by itself: no forms, no waiting.
Every complaint receives a tracked, reasoned reply within five business days.
Contact channels & response times
Pick your preferred channel: the published times are our commitment
Write to us now
Fill in the form: you get an instant acknowledgement and a reply within 24 business hours.
Methodology note
Service levels are measured monthly across SIMAMMA systems (site, app, API, eSIM delivery). Mobile data network availability and quality depend on local partner operators and are outside these SLAs. If we miss a response time, write to info@vediloo.it quoting this Charter.
EI S.r.l. — P.IVA IT16017671005 · info@vediloo.it