Service Level Agreement (SLA)

1. Service Commitment

Target monthly uptime for production service: 99.5%.

This commitment applies to core production functionality: booking submission, booking management, staff portal access, and dashboard operations.

2. Definitions

• Monthly Uptime Percentage = (total minutes in month - downtime minutes) / total minutes in month.
• Downtime = period where core production service is unavailable to customer workloads, as measured by Reserv.Now's monitoring systems. Isolated errors affecting individual requests do not constitute downtime.
• Service Credit = invoice credit applied to future invoices; not a cash refund.

3. Exclusions

SLA does not apply to downtime resulting from:

• scheduled or emergency maintenance (see Section 7);
• third-party provider failures outside Reserv.Now's reasonable control (including Supabase, Stripe, Vercel, Resend, and Google Maps outages);
• customer systems, custom code, integrations, or misconfiguration;
• suspension actions under Terms;
• beta, preview, sandbox, or non-production features;
• force majeure events as defined in the Terms.

4. Service Credits

• <99.5% and >=99.0% uptime: 5% monthly service credit
• <99.0% and >=98.0% uptime: 10% monthly service credit
• <98.0% uptime: 15% monthly service credit

Maximum total monthly credit: 25% of the monthly fee for the affected service.

Service credits are non-transferable and may not be converted to cash. Credits expire if the account is terminated.

5. Credit Request Procedure

To claim service credits, customer must:

1. submit the claim by email to support@reserv.now within 30 days after the impacted month;
2. include the affected dates/times, description of impact, and any relevant screenshots or error details;
3. cooperate with reasonable incident validation steps.

Reserv.Now will evaluate claims against internal monitoring data and respond within 15 business days.

Service credits are the sole and exclusive remedy for SLA shortfall where this SLA applies.

6. Support Targets (if included)

• Sev 1 (production outage/security incident): initial response target 2 business hours
• Sev 2 (major degradation): initial response target 8 business hours
• Sev 3 (minor issue): initial response target 2 business days

Support targets apply only where contractually included. Business hours are Sunday through Thursday, 9:00 AM to 6:00 PM GST (UAE), excluding UAE public holidays.

Support requests should be submitted to support@reserv.now.

7. Maintenance Windows

Scheduled maintenance: Reserv.Now will provide at least 48 hours' advance notice for planned maintenance expected to cause service interruption. Notice will be provided via email to account owners and/or in-product notification.

Emergency maintenance: In urgent situations (security patches, critical infrastructure issues), maintenance may be performed with shorter or no advance notice. Affected customers will be notified as soon as reasonably practicable.

Reserv.Now will use reasonable efforts to schedule maintenance during low-traffic periods and minimize duration.

8. Reporting and Transparency

Reserv.Now maintains internal monitoring for uptime and performance metrics. Upon reasonable request (no more than once per quarter), customers with an active SLA may request a summary of uptime performance for their service period.

9. Legal Effect

This SLA is incorporated into the Terms and governing order form. Unless otherwise stated in writing, governing law/forum follow the Terms (DIFC law and DIFC Courts).

In the event of conflict between this SLA and the Terms, the Terms prevail except where the SLA expressly states otherwise.