Service Level Agreement

1. Service Commitment

SwiftGuest uses commercially reasonable efforts to make the Service available to paying Customers with a Monthly Uptime Percentage of at least 99.9% during any Billing Month. In the event that the Service does not meet this commitment, Customer is entitled to receive Service Credits calculated in accordance with Section 5, subject to the exclusions in Section 6 and the claim procedure in Section 10. This commitment applies to the production environment of the Service and does not cover free, trial, beta, preview, or sandbox tiers.

2. Definitions

In this SLA, the following definitions apply:

• “Billing Month” means a calendar month for which Customer is charged subscription fees for the Service.
• “Covered Service” means the SwiftGuest production web application, public APIs, webhook delivery system, and the core property management services made available via app.swiftguest.com and api.swiftguest.com. Booking Engine embed, channel manager connectors, and tenant custom domains are Covered Services. Integrations to third-party channels (for example, Booking.com, Expedia, Airbnb) are excluded to the extent the unavailability is caused by those third parties.
• “Downtime” means the total accumulated minutes during a Billing Month during which the Covered Service is Unavailable, calculated in accordance with Section 4.
• “Error Rate” means the percentage of valid requests that return HTTP 5xx server errors, excluding errors caused by factors outside SwiftGuest’s reasonable control.
• “Monthly Uptime Percentage” or “Uptime” is calculated as ((Total Minutes in Billing Month − Downtime) ÷ Total Minutes in Billing Month) × 100.
• “Scheduled Maintenance” means planned maintenance windows announced in advance in accordance with Section 9.
• “Service Credit” means a non-cash credit against future subscription fees for the Covered Service.
• “Severity Level” means the classification of a support request as P1, P2, P3, or P4 in accordance with Section 7.
• “Unavailable” means the Covered Service is returning an Error Rate of more than 5% as measured over a rolling five-minute window, or is otherwise failing to serve requests in a manner that materially prevents Customer from using the Service for its intended purpose.

3. Uptime Targets by Plan

The Monthly Uptime Percentage commitment varies by subscription tier:

Enterprise customers with signed order forms may negotiate higher uptime commitments, custom maintenance windows, and additional credit schedules. Unless Customer’s order form specifies otherwise, the Professional-tier commitment of 99.9% applies.

4. Measurement Methodology

4.1 Monitoring

SwiftGuest measures availability from three independent, geographically distributed synthetic monitors that probe the Covered Service every 30 seconds using HTTPS HEAD requests to the Service’s health endpoints and HTTPS GET requests to representative user-facing endpoints. A monitor is considered to have observed Unavailability only when two or more of the three monitors concurrently record a failure for at least 60 seconds. This two-monitor confirmation rule exists to filter transient network faults between Customer’s location and SwiftGuest’s infrastructure.

4.2 Alternative Measurement

For Enterprise customers with signed order forms, the parties may agree in writing to use Customer-side measurement tooling as the authoritative source of uptime data, provided that the tooling satisfies the two-monitor confirmation rule and is mutually inspectable. Where no such agreement exists, SwiftGuest’s internal monitoring is the authoritative record.

4.3 Public Status Page

SwiftGuest publishes a status page at status.swiftguest.com. The status page publishes incident notices within 15 minutes of confirmed incident detection and final incident reports within 5 business days of incident resolution. Historical uptime data is retained on the status page for at least 13 months.

5. Service Credits

5.1 Credit Schedule

If the Monthly Uptime Percentage falls below the commitment set out in Section 3, Customer is eligible for Service Credits calculated as a percentage of the monthly fees paid for the affected Covered Service in the Billing Month of the incident. The Service Credit percentages are set out below:

5.2 Cap on Credits

The aggregate Service Credits issued to Customer in any Billing Month are capped at 50% of Customer’s monthly fees for the Covered Service in that Billing Month. Service Credits have no cash value, are non-transferable, expire on termination of the Master Subscription Agreement, and are not payable as refunds except where required by applicable law.

5.3 Application of Credits

Approved Service Credits are applied to the next invoice issued following SwiftGuest’s confirmation of the claim. If the next invoice is less than the credit amount, the remaining credit carries forward to subsequent invoices until fully applied or until the Master Subscription Agreement terminates, whichever occurs first.

6. Exclusions

The SLA commitments and Service Credits do not apply to any unavailability, suspension, or termination of the Covered Service, or to any other performance issues, that result from:

• Scheduled Maintenance announced in accordance with Section 9;
• Emergency Maintenance as described in Section 9.3, provided that total Emergency Maintenance time is limited to 30 minutes per Billing Month before it begins to count as Downtime;
• Force majeure events, including but not limited to natural disasters, acts of war, terrorism, riots, government action, pandemic-related restrictions, and strikes;
• Factors outside of SwiftGuest’s reasonable control, including general Internet routing issues, ISP outages, DNS resolver outages outside of the Covered Service, and failures of third-party cloud providers where no reasonable alternative provider is available;
• Action or inaction of Customer or any third party authorized by Customer, including mis-configuration of Customer-managed DNS, incorrect API credentials, or custom code running in Customer’s tenancy;
• Customer’s equipment, software, or other technology other than third-party equipment within SwiftGuest’s direct control;
• Suspension of the Service in accordance with the Acceptable Use Policy or for non-payment of undisputed fees;
• Beta, trial, preview, sandbox, free, or developer-tier features or environments;
• Failures caused by attacks against Customer infrastructure that originate from Customer’s own network;
• Failures of third-party integrations (including but not limited to Booking.com, Expedia, Airbnb, Sabre, Stripe, or other channel partners), except to the extent SwiftGuest is directly responsible for the integration infrastructure;
• Any feature, integration, or component expressly designated as not covered by this SLA in SwiftGuest’s documentation.

7. Support Response Times

7.1 Severity Levels

Support requests are classified according to impact:

7.2 Response Time Commitments

Initial response time targets by support tier:

7.3 Support Hours

Business hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. local time for Customer’s primary support region (Colombo, Dubai, London, or New York, as specified in the order form). P1 support is available 24×7 for Professional, Business, and Enterprise tiers. Initial response times count from receipt of a ticket via the in-product chat, support portal, or designated support email. Resolution times are not contractually guaranteed and depend on the nature of the issue; SwiftGuest will provide progress updates at a minimum cadence of every 60 minutes for P1 issues until resolved.

7.4 Channels

Support is available via in-product chat, the support portal at support.swiftguest.com, and, for P1 issues on eligible tiers, a dedicated 24×7 hotline. Enterprise customers are also assigned a named Technical Account Manager.

8. Incident Management

8.1 Detection and Acknowledgement

SwiftGuest’s incident response process begins when an alert is triggered by internal monitoring or when a Customer-reported issue is escalated to on-call engineering. The on-call engineer will acknowledge the alert within 15 minutes and will open an incident channel for coordination. For confirmed Covered Service incidents, SwiftGuest will publish an incident notice on the status page within 15 minutes of confirmed detection.

8.2 Communication Cadence

During an active P1 or P2 incident, SwiftGuest will publish status page updates at least every 30 minutes, regardless of whether there is new information to share. Customers subscribed to status notifications will receive each update by email.

8.3 Resolution and Post-Incident Review

An incident is considered resolved when the Covered Service returns to normal operating parameters as measured by SwiftGuest’s monitoring. Within five business days of resolution of a P1 or P2 incident, SwiftGuest will publish a post-incident review on the status page describing the timeline, root cause, customer impact, and remediation steps. For Enterprise customers, SwiftGuest will also schedule a review call upon request.

8.4 Disaster Recovery

SwiftGuest maintains documented disaster recovery procedures with a Recovery Time Objective of four hours and a Recovery Point Objective of one hour. Full disaster recovery exercises, including controlled failover, are conducted at least quarterly.

9. Maintenance Windows

9.1 Scheduled Maintenance

Scheduled Maintenance occurs within the following standard windows, during which the Covered Service may be partially or wholly unavailable. Time spent in Scheduled Maintenance does not count as Downtime:

9.2 Advance Notice

SwiftGuest will provide at least 72 hours’ advance notice of any Scheduled Maintenance that is expected to exceed the typical duration or that will impact core functionality, via the status page and email notifications to subscribed addresses. Notices include the expected start time, duration, affected services, and Customer actions required, if any.

9.3 Emergency Maintenance

SwiftGuest reserves the right to perform Emergency Maintenance at any time to mitigate immediate threats to service integrity or security. Customers will be notified as soon as reasonably practicable via the status page. Emergency Maintenance is excluded from Downtime for up to 30 minutes per Billing Month; time beyond that threshold counts toward Downtime for the purpose of SLA calculations.

10. How to Claim Service Credits

To receive a Service Credit, Customer must submit a claim through the support portal or by emailing sla@swiftguest.com. The claim must include:

• The Customer account identifier and the affected property identifiers;
• The dates, times, and durations of each claimed period of Downtime, expressed in UTC;
• A description of the impact to Customer’s operations;
• Any supporting logs, screenshots, or third-party monitoring output Customer wishes to submit as evidence.

The claim must be received by the last day of the Billing Month following the Billing Month in which the Downtime occurred (for example, a claim for March Downtime must be received by the last day of April). Claims received after this deadline are not eligible for Service Credits.

SwiftGuest will evaluate the claim against its internal monitoring and the public status page and will respond within 30 days with a determination. If the claim is approved, the Service Credit will be applied to the next applicable invoice as described in Section 5.3. If the claim is denied, SwiftGuest will provide a written explanation. Customer may dispute a denial by submitting a written response within 30 days of receiving the denial, which will be reviewed by SwiftGuest’s VP of Engineering.

11. Sole Remedy

The Service Credits described in this SLA constitute Customer’s sole and exclusive remedy for any failure of the Covered Service to meet the commitments described in this SLA. This SLA does not create any additional obligations, warranties, or liabilities beyond those set out in the Master Subscription Agreement, and it does not entitle Customer to terminate the Master Subscription Agreement except as expressly provided therein. Nothing in this SLA limits or excludes any liability that cannot be limited or excluded under applicable law.

12. Modifications

SwiftGuest may modify this SLA from time to time; provided that, during any subscription term for which Customer has pre-paid, no modification will materially reduce the Service commitments in Section 3 or the credit schedule in Section 5 unless Customer consents in writing. Modifications are posted to this page with a revised “Last updated” date and become effective 30 days after posting. Continued use of the Service after the effective date of a modification constitutes acceptance of the modified SLA.

For SLA questions, email sla@swiftguest.com. See also the Terms of Service, Acceptable Use Policy, and the live status page.