Oriald
Login

LEGAL DOCUMENT

Service Level & Support Agreement

Defines the service level commitments, support tiers, and incident response obligations provided by Oriald.

Last Updated: October 8, 2026

This Service Level & Support Agreement ("SLA") supplements the Master Subscription Agreement and governs the availability and support of the Oriald platform (the "Services").

1. Service Availability Commitment

1.1 Cloud Uptime Guarantee. Oriald commits to maintaining a Monthly Uptime Percentage of at least 99.9% for our cloud-hosted Services. "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the Services were Unavailable, excluding scheduled maintenance.

1.2 Local Edge Servers (Offline-First). For properties utilizing Oriald Autonomous or Enterprise plans deployed with local edge infrastructure, Oriald guarantees that core operational workflows (front desk cashiering, room state management) will remain functional continuously on the local network regardless of external internet connectivity, provided the hotel's local network infrastructure is operational and powered.

2. Incident Response and Severity Levels

Oriald provides technical support via email (support@oriald.com), the in-app portal, and dedicated phone lines (for Enterprise clients). Incidents are classified and responded to as follows:

  • Severity 1 (Critical): The Service is completely inaccessible or a core function (e.g., check-in, check-out, payment processing) is entirely broken with no workaround.
    Response Time Target: < 1 hour (24/7).
  • Severity 2 (High): A primary function of the Service is significantly degraded, impacting operations, but a temporary workaround exists.
    Response Time Target: < 4 hours (during business hours).
  • Severity 3 (Normal): Non-critical issues, minor bugs, or general inquiries regarding software usage that do not halt hotel operations.
    Response Time Target: < 24 hours (during business hours).

3. Scheduled Maintenance

Oriald will use commercially reasonable efforts to schedule maintenance during low-traffic periods (typically between 2:00 AM and 5:00 AM in the hotel's local time zone). We will provide a minimum of forty-eight (48) hours' notice for scheduled maintenance that is expected to result in downtime.

4. Service Credits

If Oriald fails to meet the 99.9% Monthly Uptime Percentage in a given calendar month, the Customer will be eligible to request a Service Credit calculated as a percentage of the monthly subscription fee for the affected Services. Claims must be submitted within thirty (30) days of the incident.