Service Level Agreement roompulse Santa Cruz, April 23 rd, 2015
1 Agreement Overview This Service Level Agreement ( SLA or Agreement ) describes the levels and types of support services that customers may receive from hospitalitypulse for the subscribed software. 2 Objectives The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the customer. Match perceptions of expected service provision with actual service support & delivery. 3 Stakeholders The primary stakeholders associated with this SLA between hospitalitypulse and its customers are defined within the respective SOW (Statement of Work). 4 Periodic Review Periodic reviews of the SLA facilitate improvement of support services provided to customers. Notification of the SLA revision will be provided to customers via email 30 days prior to effective date to solicit comments and concerns about any of the changes. The comment period ends 15 days prior to the effective date. Comments found valid and feasible, and that are in the spirit of hospitalitypulse, may be incorporated into the SLA going into effect. 2/6
5 Service Agreement All hospitalitypulse customers receive complimentary access to our community- based support solution. Customers may elect to purchase premium support with added benefits. Subscription Tiers Community Premium Open Support Ticket* Check Ticket Status* Forums & FAQ* Solution & Feature Announcement* Account Management Services 24 x 7 x 365 Phone Support Priority resolution (level 2,3) * Online Support Service provided via http://hospitalitypulse.freshdesk.com or from within the application. 5.1 Customer Responsibilities Customers responsibilities and/or requirements in support of this Agreement include: Access to the internet, hospitalitypulse hosts, or roompulse Provide hospitalitypulse support with access to relevant hotel systems Reasonable availability of customer representative(s) when resolving a service related incident or request. Ability to access hospitalitypulse s designated online support forum 5.2 hospitalitypulse Responsibilities hospitalitypulse s responsibilities and/or requirements in support of this Agreement include: Notify the client of issues or problems in a timely manner. Meeting response times associated with service related incidents. Appropriate notification to Customer for all scheduled maintenance. Changes to services will be communicated and documented to all stakeholders. 3/6
5.3 Guaranteed Uptime In order to enable the customer to do utilize hospitaliltypulse s software effectively, hospitalitypulse guarantees the software will be available for 99.9% percentage of time. Uptime is measure using hospitalitypulse- designated calculation method over each calendar month. It is based on the number of minutes in the given month (for instance, a 31- day month contains 44,640 minutes). 5.4 Downtime Rebate In event of unexpected or unscheduled system downtime, hospitalitypulse will rebate the customer s monthly product subscription using a sliding scale of: Downtime Standard Month 30 days X 0.999 (99.9% uptime) minutes hospitalitypulse recognizes the criticality of its systems, once fully implemented. The usability and the efficiency of the software are not related in strictly linear fashion. To reflect this, the sliding scale is decreasingly progressive, with the first 50% of rebate reached at 90% of uptime (efficiency seriously compromised), and 100% rebate at 70% of uptime (no discernable efficiency). 4/6
5.5 Response Times The response time measures how long it takes hospitalitypulse support to respond to a support request raised through the designated support system. Response time is measured from the moment the customer submits a support request. hospitalitypulse is deemed to have responded when it has replied to the customer s initial request. This maybe in a form of an email, phone, and or support ticket system to either provide a solution or request for additional detail. Guaranteed response time depends on the priority of the issue as indicated below. Priority Level Community Premium 1 24 hours 24 hours 2 6 Days * 3 Days 3 10 Days * 5 Days * Time when hospitalitypulse support will respond in scenarios where the community did not respond or could not resolve the reported issue. It is critical all issues are raised through the designated support system, which tracks all issues from reporting to resolution. 6 Resolution Times At hospitalitypulse, we will always aim to resolve issues as quickly as possible. We recognize the impact on the customer s business, when critical systems are unavailable or fail. hospitalitypulse is however unable to provide guaranteed resolution times as the nature and cause of issues varies greatly and may involve 3 rd parties to resolve (i.e. Hotel s PMS interface). In any case, hospitalitypulse will make every effort to resolve problems as quickly as possible and to provide regular progress reports to the customer. Ownership of any issue is with hospitalitypulse, regardless of origin or 3 rd party involvement. 5/6
7 Exclusions This SLA is written is a spirit of a partnership. hospitalitypulse will always do everything possible to rectify every issue in a timely manner. However, there are a few exclusions. This SLA does not apply to: Failure of the PMS (software or hardware) Failure of the PMS Interface to hospitalitypulse (software or hardware) Failure of customer s network (software or hardware) Failure of customer s access to the internet The client has prevented hospitalitypulse support member from performing required maintenance Circumstances that could be reasonably said to be beyond hospitalitypulse s control. For instance: weather, war, or act of nature. Failures due to any hardware defect out of hospitalitypulse s control If the customer is in breach of its contract with hospitalitypulse for reasons such as late and or non- payment Having indicated this, hospitalitypulse aims to be solution focused and accommodating at all times, and will do its absolute best to assist all customers whenever possible. 8 Priority Level Appendix Priority Definition Example 1 High Global (all users) failure in accessing roompulse Global (all users) failure in accessing pulselink Optimization failure or excessive optimization time 2 Medium Global (all users) failure in accessing specific feature or module Data discrepancy between PMS and roompulse Issues related to incompatibility with specific internet browser Issues implementing configuration or settings 3 Low Assistance with configuration or settings update Assistance with user access Assistance with PMS code change Questions on feature or functionality Aesthetics 6/6