Service Level Agreement (SLA)
We try to keep our SLA as simple as possible. Nearly 100% of Gueststream’s customers use the Vacation Rental Platform (VRP) for one or more solutions. This is a mission-critical resource for both Gueststream and our customers. We are extremely focused on VRP reliability.
- 99.9% uptime guaranteed, each month
- 10% service credit if we don’t meet our goal, plus 10% for every additional 1% of downtime
- Up to a 100% credit each month
Gueststream VRP Service Level Agreement
Last Updated: August 20, 2015
This Service Level Agreement (“SLA”) is a policy governing the use of the Gueststream VRP service (“Gueststream.net”) under the Gueststream VRP Terms of Service (the “Gueststream VRP Agreement”) between Gueststream, Inc. (“Gueststream VRP”, “us” or “we”) and users of Gueststream.net (“you”). Except as otherwise provided herein, this SLA is subject to the terms of the Gueststream VRP Agreement. Terms not otherwise defined herein will have the meaning given to them in the Gueststream VRP Agreement. We reserve the right to change the terms of this SLA in accordance with the Gueststream VRP Agreement.
Service Availability. “Service Availability” means that Gueststream VRP.com may be accessed and used by you (as measured by Gueststream, Inc).
Uptime commitment. Gueststream VRP.net shall be available at least ninety-nine and nine tenths percent (99.9%) of the time each calendar month.
Uptime measurement. Gueststream VRP will measure uptime by checking the response of the Gueststream VRP HTTP API. Every one (1) minute, a third-party service (currently http://pingdom.com) will attempt to access the Gueststream VRP API (such as https://gueststream.net). If the service does not receive a successful HTTP response – that is, a HTTP response code of 2XX or 3XX – then that will count as one minute of downtime. The unavailability of Gueststream.net will be calculated from the time that such unavailability is reported by you to Gueststream. We reserve the right to make reasonable changes to this measurement procedure.
Service Credits. If Gueststream fails to meet the Service Availability SLA during any one calendar month period, then you will be eligible for a service credit (the “Service Credit(s)”) in the amount of ten percent (10%) of the monthly fee for the affected service. For every additional one (1) percent of the calendar month that Service Availability is unavailable, you will be eligible for an additional Service Credit in the amount of ten percent (10%) of the monthly service fee for the affected service, up to 100% of the monthly service fee.
Credit requests and payment. To request a credit, send email to Gueststream at firstname.lastname@example.org. You must include either your Gueststream VRP account ID or registered email address, and dates and times of unavailability. If we confirm that you are owed Service Credits, we will issue a credit to your account within ten (10) business days. Credits may only be used against future billing charges. The Service Credits shall be your sole and exclusive remedy for any failure of Gueststream to operate in accordance with the SLAs.
Exclusions. The calculation of Service Availability SLA excludes instances of:
- your acts or omissions,
- force majeure events,
- scheduled downtime,
- hackers or virus attacks,
- unavailability of distribution network connectivity,
- offline PMS’,
- or emergency maintenance.