Service Level Agreement (SLA)

Effective Date: 11 August 2025

Applies to: GuestMaker, WiFiBot, and Deskforce subscriptions

This Service Level Agreement (“SLA”) forms part of Hotelinking’s publicly available Terms and Conditions. It applies to Customers with active, paid subscriptions to any of Hotelinking’s software services (“Services”). Capitalized terms not defined herein have the meaning assigned in the Terms.

1. Target Availability

Hotelinking commits to using commercially reasonable efforts to make its cloud-based Services available with a minimum monthly uptime of 99.8% per calendar month (the “Target Availability”).

Availability is measured on a per-product basis (i.e. separately for GuestMaker, WiFiBot, and Deskforce), excluding the conditions listed in Section 2.

2. Exclusions from Availability Calculations

The following events are excluded from the calculation of Target Availability:

• Customer-related causes: Misuse or configuration errors, use of the Services in violation of the Terms, or issues stemming from Customer-side hardware, software, or network failures.
• Third-party issues: Failures in external systems or integrations (e.g., PMS, CRM, payment gateways) not controlled by Hotelinking.
• Internet/network conditions: General internet outages or force majeure events beyond Hotelinking’s reasonable control.
• Scheduled Maintenance: See Section 3.
• Emergency maintenance: Required to mitigate critical vulnerabilities, security risks, or performance threats.
• Alpha/beta or non-production features: Downtime or errors related to pre-release features or sandbox environments.

3. Scheduled Maintenance

“Scheduled Maintenance” refers to planned downtime for updates, security patches, and performance improvements. Hotelinking will:

• Notify Customers via email or in-product alert at least 24 hours in advance.
• Limit Scheduled Maintenance to a maximum of 8 hours per month per service.
• Aim to perform maintenance during low-traffic periods based on regional usage patterns.

Scheduled Maintenance is excluded from downtime calculations.

4. Support Coverage and Incident Response

Hotelinking provides tiered support and incident management across its Services, aligned with severity and impact:

Incident reporting and tracking are available via our designated support channel or through Zendesk.

5. Remedy for Repeated Unavailability

If any individual Hotelinking product fails to meet the 99.8% Target Availability for two (2) consecutive full calendar months, and such failure is verified by Hotelinking, the Customer may:

• Terminate the affected subscription by giving written notice within 30 days after the end of the second affected month.
• Receive a refund for any prepaid and unused fees for the remaining portion of the terminated subscription term.

This remedy is Customer’s sole and exclusive recourse for Hotelinking’s failure to meet the availability commitment.

6. Monitoring & Transparency

Hotelinking uses independent uptime monitoring and AWS-based infrastructure metrics to track service health across:

• Amazon Web Services (AWS) EU regions (Ireland).
• Real-time incident detection systems (AWS CloudWatch, GuardDuty, and internal monitoring tools).
• 24/7 proactive alerting (WiFiBot NOC) and incident response per documented internal procedures.

7. Business Continuity & Disaster Recovery

Hotelinking maintains a tested Disaster Recovery and Business Continuity Plan to ensure continued service during disruption, including:

• Automated daily encrypted backups retained for 30 days (longer where required).
• Redundant infrastructure and failover capacity across AWS availability zones.
• Annual recovery drills verifying RTO and RPO objectives.

8. Changes to the SLA

We reserve the right to modify this SLA at any time. If changes are material, we will:

• Publish the updated SLA on our website.
• Notify affected Customers at least 30 days prior to enforcement.

For questions about this SLA, contact: admin@hotelinking.com.