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Service Level Addendum

Applicable to Enterprise Subscriptions Only

Effective date: 01.01.2023

1. Service Availability Level

Reserva will maintain a target Service Availability Level of 99.9% during each Reserva Fiscal Quarter.

The following definitions apply to Reserva’s Service Availability Level obligations:

  •    “Reserva Fiscal Quarter” means any one of the following three-month periods: (i) February 1 through April 30, (ii) May 1 through July 31, (iii) August 1 through October 31, and (iv) November 1 through January 31.

  •    “Downtime” means the time in minutes that the Service is not available to Customer. Downtime excludes beta, trial, proof of concept, and “sandbox” versions of the Service or periods when the Service may not be available due to: (i) Service Maintenance; (ii) a failure or defect arising out of Third Party Services; or (iii) Reserva’s failure to fulfil its obligations due to causes beyond its control. Reserva measures Downtime based on server-side error rate.

  •    “Service Availability Level” means the percentage of total possible minutes the Service was available to Customer during an Reserva Fiscal Quarter and is calculated according to the following formula:

           [(total minutes in Reserva Fiscal Quarter – Downtime) / total minutes in Reserva Fiscal Quarter]

  •    “Service Maintenance” means the time (in minutes) that the Service is not accessible due to the maintenance, repairs, improvements, changes, and upgrading of the software and hardware used by Reserva to provide the. Service Maintenance includes scheduled maintenance and unscheduled, emergency maintenance requiring prompt action to protect the integrity and/or security of Customer Data or the Service. Reserva will use commercially reasonable efforts to provide Customer with at least three (3) days prior written notice of any scheduled maintenance and at least sixty (60) minutes’ advance notice for any unscheduled, emergency maintenance. Service Maintenance will not exceed 360 minutes per Reserva Fiscal Quarter and Reserva will use commercially reasonable efforts to perform such Service Maintenance between the hours of 7:00 PM and 4:00 AM (Pacific Time).
2. Customer Support Response Time

Reserva provides English support and will respond to Customer support inquiries filed via within four (4) business hours of receipt of such inquiry (excluding US, Icelandic, Ireland, and Australia holidays). Reserva’s ability to provide support depends on Customer’s provision of an email address affiliated with their Reserva account in the support inquiry form when they submit their inquiry, Customer’s compliance with the Agreement, Customer’s provision of accurate and detailed information sufficient for Reserva to reproduce the reported error, and Customer’s response to Reserva communications in a timely manner. Reserva is not obligated to provide support for issues related to network unavailability due to reasons beyond its control such as emergency updates to address security, privacy, legal, regulatory, or third party hardware or software issues not reasonably foreseeable by Reserva or within Reserva’s control. Reserva is also not responsible for configuring or diagnosing problems in any other part of Customer’s technical infrastructure. Reserva reserves the right to update its support policies from time to time, provided that no such update will materially and adversely diminish Customer’s rights to support as provided in this Addendum. Professional Services or other requests for assistance in deploying or enabling the Service are not included within the scope of Reserva’s support under the Agreement.