Legal

SLA Agreement

Last updated: July 13, 2026

1. Service Availability

We commit to maintaining a 99.9% uptime availability for the core booking engine and admin command dashboard interface, measured over any calendar month.

2. Maintenance Windows

Scheduled database maintenance will occur during low-traffic windows (typically Sunday nights between 12:00 AM and 4:00 AM Sri Lanka Time). Active accounts will be notified at least 48 hours in advance.

3. Support Response Targets

- **Critical Incidents (System Down):** Response within 2 hours.
- **Standard Incidents (Feature Bug):** Response within 12 hours.
- **General Inquiries (Questions):** Response within 24 hours.

4. Escalation Contacts

Premium support accounts (Pro and Enterprise tiers) get direct escalation access via dedicated WhatsApp support channels.