1. Overview
This Service Level Agreement ("SLA") describes service availability targets, support response targets, maintenance practices, exclusions, and remedies for eligible paid subscriptions to Prehoos. This SLA applies only to paid production subscriptions unless an Order Form states otherwise.
2. Availability target
Company will use commercially reasonable efforts to make the core Prehoos production web application available at least 99.5% of each calendar month, excluding SLA exclusions. Higher availability commitments, if any, must be stated in a signed Order Form.
3. Measurement
Availability is measured by Company monitoring systems for the core production application. Downtime means a period when the core production application is unavailable to substantially all customers because of a problem within Company reasonable control. Partial degradation, third-party outages, integration failures, customer-specific issues, and excluded events do not count as downtime unless Company determines otherwise.
4. Exclusions
- Scheduled maintenance, emergency maintenance, and security maintenance.
- Customer internet, device, browser, local network, DNS, firewall, VPN, or configuration issues.
- Third-Party Services, including payment processors, hosting regions outside Company control, messaging providers, booking channels, hardware providers, smart locks, energy devices, APIs, and other integrations.
- Customer misuse, unauthorized changes, excessive usage, unsupported customizations, or violation of the Agreement.
- Beta, demo, trial, sandbox, experimental, preview, free, or evaluation features.
- Force majeure events, including natural disasters, war, terrorism, civil unrest, government action, labor disputes, internet backbone failures, utility failures, and widespread cyberattacks.
- Suspension for non-payment, legal risk, security risk, or violation of the Agreement.
5. Maintenance
Company may perform scheduled maintenance to improve, update, secure, or maintain Prehoos. Where practicable, Company will provide advance notice of scheduled maintenance. Emergency maintenance may occur without advance notice when necessary to protect security, reliability, data, or legal compliance.
6. Support priority levels
| Priority | Description | Target first response |
|---|---|---|
| P1 Critical | Production system unavailable for substantially all users of an eligible paid account, or confirmed security incident requiring immediate action. | 4 business hours |
| P2 High | Major feature unavailable or severe degradation affecting important hotel operations with no reasonable workaround. | 1 business day |
| P3 Normal | Non-critical issue, configuration question, reporting issue, minor bug, or workaround available. | 2 business days |
| P4 Low | General question, how-to request, cosmetic issue, documentation request, or feature request. | 3 business days |
Target first response times are not resolution guarantees. Resolution time depends on severity, complexity, third-party providers, customer cooperation, and release schedules.
7. Customer responsibilities
- Report issues promptly through approved support channels.
- Provide account name, property name, affected users, screenshots, timestamps, browser/device details, reproduction steps, and business impact.
- Maintain supported browsers, devices, internet access, user permissions, and integration credentials.
- Cooperate with troubleshooting and provide requested logs or diagnostic details when available.
8. Service credits
Service credits are available only if expressly included in a signed Order Form. If no Order Form includes service credits, Customer sole remedy for availability failure is Company commercially reasonable effort to restore the affected Services. Where service credits are included, they are Customer sole and exclusive monetary remedy for failure to meet the applicable availability target.
9. No mission-critical guarantee
Prehoos is designed to support hospitality operations, but Customer should maintain reasonable contingency procedures for internet outage, power failure, device failure, payment processor outage, OTA outage, emergency check-in, emergency checkout, and other operational disruptions.
10. Changes
Company may update this SLA from time to time. Material reductions in commitments for active paid subscriptions will be communicated by reasonable notice unless required for security, legal, or operational reasons.