SabeeApp Service Level Agreement
SabeeApp is available for every customer 99.9% of the time. Any planned outage and system update does not count in the availability of SabeeApp.
SabeeApp Service level agreement (SLA) refers to the services hosted by SabeeApp only.
- SabeeApp PMS, Booking Engine, Channel Manager
- SabeeApp API and automated background tasks
Third party systems, including connected OTAs are not subject to the Service Level Agreement, SabeeApp is not responsible for any faults occurred on OTAs.
What does outage mean?
Based on the above outage is the period when SabeeApp is not available to our customers for use and you have not been previously informed about any planned outage.
Based on this service level agreement the following are not classified as outage:
- Outage caused by third party
- Slow function or the whole software being slow
- Faults in the OTA communication, which were caused by OTA outage
- Planned outage
- Things out of SabeeApp control, like a catastrophe, vis major and so on
- Outage due to a breach of our contract
- The system is not available due to not having a valid subscription
Example in calculating availability:
Let’s say that SabeeApp system is not available in July for 5 mins.
Availability = 1 - (5/44640) = 0,999888 which means availability for July was 99,98 %
Support team’s availability in Europe and American regions:
Working days between 9.00 am - 5.00 pm CET timezone. Working days are identified by Hungarian law, except in Turkey, where our support team is available according to Turkish working days.
Support team’s availability in the Asian regions:
Working days between 9.00 am - 5.00 pm Bangkok timezone. Working days are identified by Thailand law.
Our Support team can be reached by phone, by the customer support menu in your SabeeApp account, through chat and email.
We are responding immediately to every phone and chat received during working hours, in case we can not respond immediately we will get back to you very shortly.
In case we receive an email we confirm receipt of it very shortly.
All problems received through phone, chat or email are dealt with in the shortest possible time, none of the channels get any priority.
Our present undertaking is 1 working day.
In case you can’t login or you are facing any difficulties with issuing invoices or you are experiencing synchronisation discrepancies outside of our office hours, you can still reach out to us by sending an email to firstname.lastname@example.org email address with a proper description of the problem. Our customer service team is monitoring the emergency email address 24/7, so we will try to get back to you and be at your assistance as soon as possible!