Service Level Agreement

1. SLA Overview

This Service Level Agreement (SLA) is a commitment between Reservr Inc. and our customers regarding the availability, performance, and support of our business management platform services.

1.1 Scope of Coverage

This SLA covers the following services:

• Reservr web application and mobile applications
• API services and integrations
• Data storage and backup services
• Customer support and technical assistance
• Third-party integrations and services

1.2 SLA Metrics

We measure and report on the following key metrics:

• Service Availability: Uptime percentage
• Response Time: API and page load performance
• Support Response: Time to initial response
• Resolution Time: Time to resolve issues

2. Service Availability

2.1 Uptime Guarantee

2.2 Availability Calculation

Availability is calculated as:

2.3 Downtime Definition

Downtime is defined as any period when:

• The service is completely unavailable
• Core functionality is significantly impaired
• Performance is below acceptable thresholds
• Data access is restricted or unavailable

2.4 Planned Maintenance

Planned maintenance windows are excluded from downtime calculations when:

• Maintenance is scheduled at least 48 hours in advance
• Customers are notified via email and in-app notifications
• Maintenance is performed during off-peak hours (2 AM - 6 AM AEST)
• Maintenance duration does not exceed 4 hours

3. Performance Standards

3.1 Response Time Guarantees

3.2 Performance Monitoring

We continuously monitor performance using:

• Real-time application performance monitoring (APM)
• Synthetic monitoring from multiple global locations
• User experience monitoring and analytics
• Database and infrastructure performance metrics

3.3 Performance Optimization

We continuously optimize performance through:

• Content delivery network (CDN) optimization
• Database query optimization and indexing
• Caching strategies and implementation
• Code optimization and performance tuning

4. Support Response Times

4.1 Support Tiers

4.2 Support Channels

• Email Support: support@reservr.com
• Live Chat: Available during business hours (9 AM - 6 PM AEST)
• Phone Support: +61 (0) 7 3000 0000 (Critical issues only)
• Help Center: Self-service knowledge base and documentation

4.3 Escalation Process

Issues are escalated based on severity and impact:

• Level 1: Initial response and triage
• Level 2: Technical analysis and resolution
• Level 3: Engineering team involvement
• Level 4: Executive escalation for critical issues

5. Service Monitoring

5.1 24/7 Monitoring

We maintain continuous monitoring of our services through:

• Automated health checks and uptime monitoring
• Real-time performance and error tracking
• Infrastructure monitoring and alerting
• Security monitoring and threat detection

5.2 Monitoring Tools

• Application Performance Monitoring: New Relic, DataDog
• Infrastructure Monitoring: AWS CloudWatch, Azure Monitor
• Uptime Monitoring: Pingdom, UptimeRobot
• Log Management: Splunk, ELK Stack

5.3 Alerting and Notifications

We provide real-time notifications for:

• Service outages and performance degradation
• Security incidents and threats
• Scheduled maintenance and updates
• System capacity and resource utilization

6. Scheduled Maintenance

6.1 Maintenance Windows

We perform scheduled maintenance during:

• Primary Window: Sundays, 2:00 AM - 6:00 AM AEST
• Secondary Window: Wednesdays, 2:00 AM - 4:00 AM AEST
• Emergency Maintenance: As needed with immediate notification

6.2 Maintenance Notification

We provide advance notice of maintenance through:

• Email notifications (48 hours in advance)
• In-app notifications (24 hours in advance)
• Status page updates and announcements
• Social media updates for major maintenance

6.3 Maintenance Types

• Planned Updates: Regular software updates and improvements
• Security Patches: Critical security updates and fixes
• Infrastructure Maintenance: Server and network maintenance
• Database Maintenance: Database optimization and updates

7. SLA Exclusions

The following events are excluded from SLA calculations:

7.1 Force Majeure Events

• Natural disasters and acts of God
• War, terrorism, and civil unrest
• Government actions and regulatory changes
• Internet service provider outages

7.2 Customer-Caused Issues

7.3 Third-Party Dependencies

• Payment processor outages (Stripe, PayPal)
• Cloud provider service disruptions
• CDN and DNS service failures
• Third-party API and integration failures

7.4 Planned Maintenance

• Scheduled maintenance windows
• Emergency security updates
• Infrastructure upgrades and migrations
• Feature releases and deployments

8. Service Credits

8.1 Credit Calculation

If we fail to meet our SLA commitments, we will provide service credits:

8.2 Credit Application

Service credits will be:

• Applied to your next billing cycle
• Calculated based on your monthly subscription fee
• Automatically applied within 30 days
• Maximum credit per month: 50% of monthly fee

8.3 Credit Request Process

To request service credits:

1. Submit a credit request within 30 days of the incident
2. Include details of the service disruption
3. Provide evidence of the impact on your business
4. We will review and respond within 5 business days

9. SLA Reporting

9.1 Monthly Reports

We provide monthly SLA reports including:

• Service availability percentage
• Performance metrics and trends
• Incident summary and resolution times
• Planned maintenance activities

9.2 Real-Time Status

Current service status is available at:

• Status Page: status.reservr.com
• API Status: api-status.reservr.com
• Mobile App: In-app status notifications

9.3 Historical Data

Historical SLA data is available for:

• Past 12 months of availability metrics
• Performance trends and analysis
• Incident history and resolution times
• Maintenance schedule and impact

10. Contact Information

For SLA-related questions or to report service issues:

10.1 Emergency Contacts

For critical service issues outside business hours:

• Emergency Hotline: +61 (0) 7 3000 0001
• Emergency Email: emergency@reservr.com
• On-Call Engineer: Available 24/7 for critical issues