S7RAT3 / LEGAL / SERVICE LEVELS
Service Level and
Support Policy.
This policy is part of the StrataPMS Master Subscription Agreement between DCV Systems, LLC (“we,” “us”) and each paying Customer. It does not apply to free trials or features labeled beta, preview or early access.
1. Availability target
We aim to keep the StrataPMS hosted service available 99.5% of the time in each calendar month, measured in Pacific Time.
Monthly Uptime Percentage = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
Downtime means minutes when Customer’s Users cannot sign in to the hosted service or open reservations, as confirmed by our monitoring or by Customer’s report that we verify. Downtime does not include:
- scheduled maintenance announced at least 48 hours in advance, up to 4 hours a month, which we schedule between 10:00 p.m. and 5:00 a.m. Pacific Time when practical;
- emergency security maintenance;
- problems caused by Customer’s internet connection, computers, networks or configuration;
- outages of third-party services Customer connects itself, such as its payment processor, email server or accounting software;
- suspension under the Master Subscription Agreement; or
- events beyond our reasonable control as described in the Master Subscription Agreement.
2. Service credits
If the Monthly Uptime Percentage falls below the target, Customer is eligible for a credit toward future subscription fees:
| Monthly Uptime Percentage | Credit (percent of that month’s subscription fee) |
|---|---|
| Less than 99.5% but at least 99.0% | 5% |
| Less than 99.0% but at least 95.0% | 10% |
| Less than 95.0% | 25% |
To receive a credit, Customer must request it by email to support@stratapms.com within 30 days after the end of the affected month, with the dates and times of the Downtime. Credits are applied to the next invoice, are not paid in cash, and cannot exceed 25% of the month’s subscription fee. Service credits are Customer’s sole and exclusive remedy for failing to meet the availability target.
3. Support
Hours. Monday to Friday, 8:00 a.m. to 5:00 p.m. Pacific Time, except United States federal holidays.
Channels. Email support@stratapms.com. We may also offer help inside StrataPMS and by scheduled call.
Emergencies. If the hosted service is down for your park, or you cannot take reservations or payments because of StrataPMS, mark your email URGENT. Outside support hours, we will make reasonable efforts to respond to urgent reports as soon as possible, any day; no response time applies outside support hours.
4. Response targets
| Priority | Examples | First response target |
|---|---|---|
| Urgent | The service is down; no one can sign in; reservations or payments cannot be taken because of StrataPMS | 4 hours during support hours |
| High | An important feature is not working and there is no reasonable workaround | 1 business day |
| Normal | A feature is not working as expected but there is a workaround | 2 business days |
| Low | Questions, how-to help, feature requests | 3 business days |
Response targets are goals for our first reply, not guarantees of a fix within that time. We will keep Customer updated on urgent and high-priority issues until they are resolved or a workaround is in place.
5. Status and notices
We will announce scheduled maintenance and significant incidents by email to Customer’s account contacts and, when available, in StrataPMS or on a status page.
6. Customer responsibilities
To get the best support, Customer should give us a clear description of the problem, the steps to reproduce it, screenshots where helpful, and a contact who can work with us.
7. Changes
We may update this policy as the Master Subscription Agreement allows. We will not reduce the availability target or the credit percentages during a Customer’s current paid term.