Service boundary
The covered service may include the public marketplace, guest reservation workflows, partner workspace, operations console, database, scheduled jobs and commissioned provider adapters. DNS, internet access, bank and gateway systems, client-controlled devices, shared-host infrastructure and third-party content are measured separately and are not silently treated as 24-SEVEN availability.
Incident priorities
| Priority | Definition | Operating response |
|---|---|---|
| P1 Critical | Confirmed security incident, widespread inability to reserve, or material payment-integrity risk. | Immediate triage, incident lead, containment and stakeholder updates under the executed support plan. |
| P2 High | Major workflow impaired with no reasonable workaround. | Priority investigation, workaround or restoration plan, and scheduled updates. |
| P3 Standard | Limited defect with a workaround or non-critical service degradation. | Tracked diagnosis and planned correction. |
| P4 Request | Information, configuration, content or enhancement request. | Reviewed and scheduled through normal change control. |
Measurement and evidence
- Availability is measured at the agreed service boundary using health checks and incident records; planned maintenance and agreed exclusions are reported separately.
- Response time starts when a complete request reaches the agreed support channel. Resolution is not promised where a bank, provider, client decision or force-majeure condition blocks recovery.
- Backups are not recovery evidence until a restore test passes. Recovery targets are hosting-profile specific and remain unset until tested.
- Monthly or contractually agreed reports should show availability, incidents, maintenance, backup/restore evidence, security events and open risks.
Customer responsibilities
Customers must maintain authorised contacts, lawful hotel and guest content, secure user accounts, timely provider access, current DNS ownership, accurate escalation details and prompt incident cooperation. Credentials must never be pasted into public support channels.
Change, suspension and remedies
Emergency security changes may be expedited with retrospective review. Planned maintenance, support windows, escalation contacts, credits and termination assistance become binding only when written into the signed service schedule. No public statement on this page creates an uptime warranty or automatic financial remedy.