Service level agreement

Scope

There are a lot of systems and applications running in the Mews ecosystem. This SLA covers the Mews Platform which consists of:

• Mews Operations, Booking engine, Online Guest Services and other web applications hosted by Mews.
• Web APIs hosted by Mews (e.g. Connector API, Channel Manager API, Distributor API).
• Automatic background processes (e.g. automatic check-in).

On the other hand, client side applications (e.g. Mews Kiosk, Mews Connector, Mews native mobile apps), which are not directly hosted by Mews, are not within scope of this SLA. This SLA shall not apply to the provision of services, products, or applications that Mews provides to you via Mews Marketplace.

Uptime

Monthly uptime is the percentage of total possible minutes Mews Platform was available to you. Here is how we calculate this:

monthly uptime = 1 - (monthly downtime minutes / total possible monthly minutes)

The actual monthly uptime can be always checked by you at http://status.mews.li.

Downtime

Downtime is based on two factors: the number of minutes Mews Platform was unavailable, and the percentage of partners that were affected. If the Mews Platform is down, we use server monitoring software to measure server-side error rates, ping test results and other performance and availability metrics. At the end of each month, we sum up downtime periods together to calculate the overall monthly downtime period. Please note that downtime does not affect everyone at the same time or in the same way: Mews could be experiencing an outage, but your property is unaffected, and vice versa.

Some scenarios do not count towards downtime. Here are some examples:

• Slowness with certain features (reports, search, delays in background operations and jobs).
• Issues affecting only your enterprise that are related to external apps or third parties.
• Communication issues caused by third party systems (e.g. channel manager downtimes).
• External network problems outside of our control (e.g. bad configuration on ISP side).
• Scheduled downtimes.
• Issues that resulted from your breach of Agreement based on which we provide you with our services, or from your breach of our instructions or documentation.
• Issues that resulted from any actions or inaction by you or a third-party.
• Issues that arise from our suspension or termination of your right to use Mews in accordance with Agreement concluded between us.
• Other issues caused by factors outside of our reasonable control.

Scheduled downtime

If scheduled downtime is necessary, we will give you at least 48 hours advance notice. However, we have never had to use a scheduled downtime during the lifetime of the Mews Platform, so we would like to keep it same way. We will always try to find ways, how to maintain the system without affecting its uptime. We have already committed to this by implementing zero-downtime updates of the system.

Financial credits for uptime

Financial credits for uptime

If Mews does not meet the monthly uptime of 99.9%, Mews will offer you financial credits. The financial credits represent a sum calculated as a percentage of your monthly Platform Fees (fee for the provision of services excluding installation and training fees, Merchant fees, Mews Marketplace fees, travel and other costs and other one-off fees as may be applicable) (“Monthly Fee“) that will be credited to your future invoice.

Financial credits are calculated as follows:

Formula shall be read as follows:

Guaranteed uptime amounting to 99.9 minus actual monthly uptime, the difference between these values multiplied by 5% of the Monthly Fee​.

For example, if the actual monthly uptime is 99.5%, you would be eligible to receive: (99.9 - 99.5) × 5% of Monthly Fee = 2% of your Monthly Fee.

Please note that the maximum amount of credits that can be awarded by Mews shall not exceed 100% of Monthly Fee payable to Mews.

As explained, downtime does not affect everyone at the same time or in the same way, and therefore we find it reasonable to provide financial credits only upon your request. Our relationship is based on trust. We believe that you will ask for credits only if you think you should receive them. To receive the credits, contact us by sending an email to your Account Manager by the 15th of the month following the month in which monthly uptime of 99.9% was not met.

The financial credits set for in this section are the sole and exclusive remedy for you, and Mews’ sole and exclusive liability, for any failure of Mews to meet any obligations arising out of this SLA.

Types of requests

In Mews we distinguish amongst three types of incidents/requests (critical, high priority and general) and for each of them we guarantee different response and resolution time.

• Critical requests: mean requests for support concerning errors due to which system is completely unavailable (i.e., a failure of the whole Mews Platform).
• High priority requests: mean requests for support concerning any of the following errors: (i) a failure of one or more core functions of system not causing complete unavailability of the system (such as unavailability of check-in, check-out or taking payments), (ii) core functions and features of system are available and functioning, however, production is functioning at a materially impaired rate (such as slow performance of the system or any substantial part of it).
• General requests: mean request for support concerning (i) errors not preventing productions but impairing non-production operations (such as inability to check-in/check-out in a standard way), (ii) other errors, and (iii) procedural problems encountered in the use of the system.

Response time and resolution time

If you contact our HelpDesk, Mews will acknowledge the receipt of your request within the specified response time based on your support package and will resolve the reported incident within the specified resolution time

by  solving  the root cause of the incident, or implementing a workaround or any other method of resolving the request/incident.

It is difficult to predict the nature of the incident, and therefore it is also difficult to determine how long the resolution time should be in general. Nevertheless, it is crucial for us to fix the most severe incidents asap, and therefore we have taken a decision that when a critical request is made, it will be resolved within 6 hours from the time when you notified us of the incident. This SLA does not stipulate any specific time limit for resolving high priority requests, however, what we guarantee when it comes to high priority requests is that after reporting high priority incidents Mews will start working on so-called resolution plan which will be shared with you. In this plan you will be informed what resolution time is and what steps will be taken by us to resolve the incident.

Standard Support Response times