Service Level Agreement

1. Availability commitment

We will use commercially reasonable efforts to make the System available with a Monthly Uptime Percentage of at least 99.0% for each calendar month during the term of a paid subscription. This is a starting commitment that We intend to raise over time as Our operational history and measurement tooling mature.

"Monthly Uptime Percentage" means, for a given calendar month, the total number of minutes in that month minus the number of minutes of Downtime during that month, divided by the total number of minutes in that month, expressed as a percentage. For example, 99.0% of a 30-day month is approximately 7 hours and 12 minutes of allowed Downtime.

"Downtime" means a period during which the core booking and customer-facing functions of the System are materially unavailable to a substantial portion of customers, as measured by Our monitoring. Brief interruptions of less than five (5) consecutive minutes are not counted as Downtime. Time spent in Excluded Events (see Section 4) is not counted as Downtime.

2. What the SLA covers

This SLA covers the production System reached via Our primary customer-facing domain. It does not cover:

• Free trials, beta features, early-access features, or features expressly labelled as experimental;
• Sandbox, staging, or non-production environments;
• Features or functionality provided by third-party integrations or subprocessors (including but not limited to Stripe, ClickSend, AWS SES, Google, and Microsoft), except to the extent the integration itself is wholly within Our control;
• Any component that Receptioner does not operate directly, including Your own devices, networks, or internet connectivity.

3. Service credits

If We fail to meet the Monthly Uptime Percentage in a given calendar month and You submit a valid claim under Section 6, We will issue a service credit against Your next invoice, calculated as a percentage of the monthly fee payable for the affected subscription in the month in which the Downtime occurred:

Service credits are Your sole and exclusive remedy for any failure to meet this SLA, subject to mandatory remedies under the Australian Consumer Law and any other consumer guarantee that cannot lawfully be excluded. Service credits are non-transferable, have no cash value, cannot be exchanged for a refund, and expire if You terminate Your subscription before the credit is applied. The total service credits issued for any given calendar month will not exceed fifty percent (50%) of the monthly fee for that month.

4. Excluded events

The following are "Excluded Events" and are not counted as Downtime:

• Scheduled maintenance. Planned maintenance windows notified in advance. Our standard maintenance window is Monday 02:00–04:00 New Zealand time. We design deployments to be backward-compatible and typically invisible to Your users; when a deployment will or may cause a user-visible interruption during the standard window, We treat that as scheduled maintenance. Maintenance outside the standard window will be notified at least 48 hours in advance where reasonably practicable.
• Emergency maintenance. Unscheduled maintenance required to preserve the security, integrity, or availability of the System, including responses to zero-day vulnerabilities, critical security patches, or imminent risk of outage. We will notify You as soon as reasonably practicable.
• Third-party outages. Outages of, or failures within, third-party services or subprocessors outside Our direct control, including Amazon Web Services (AWS), Stripe, ClickSend, AWS SES, Google, Microsoft, DNS providers, and internet backbone or telecommunications providers.
• Force majeure. Acts of God, natural disasters, war, terrorism, civil unrest, government action, pandemic, internet or telecommunications failure, denial-of-service attacks, or any other event beyond Our reasonable control.
• Customer-caused interruptions. Interruptions caused by Your acts or omissions, including misconfiguration, use of the System in breach of the Terms, exceeding documented rate limits, failure to install updates to Your own software, or suspension for non-payment or breach.
• Your network or devices. Issues with Your internet connection, local area network, firewalls, VPNs, devices, or browsers.
• Beta and early-access features. Any feature made available on a beta, trial, preview, or early-access basis.

5. Measurement

We measure availability using Our internal monitoring of the production System. At the date of this SLA We do not publish a public status page; We are working towards doing so and will introduce independent synthetic monitoring as part of that roll-out. Until a public status page is available, if You have reason to believe a material outage has occurred, You should contact support@receptionerapp.com so We can investigate and share the relevant measurements with You.

6. Claim process

To receive a service credit, You must submit a claim in writing to support@receptionerapp.com within thirty (30) days after the end of the calendar month in which the Downtime is alleged to have occurred. Claims received after this window are not eligible. Your claim must include:

• The account identifier and subscription the claim relates to;
• The date(s) and time(s) of the alleged Downtime, in New Zealand time;
• A brief description of the impact on Your use of the System, including any error messages or evidence (such as screenshots or logs) that You are able to provide.

We will review Your claim and respond within a reasonable time. If We validate the claim, the service credit will be applied to Your next invoice. Where Our own measurement conflicts with Your report, Our measurement prevails unless You produce persuasive evidence to the contrary.

7. Eligibility

This SLA is available only to paying business customers on an active, non-trial subscription, whose account is in good standing (including no overdue invoices) at the time the claim is made and at the time the credit would be applied. Users on free trials, free tiers, or suspended or terminated accounts are not eligible.

8. Changes to this SLA

We may update this SLA from time to time. For material changes that adversely affect Your rights (for example, a reduction in the uptime target or service credit percentages), We will provide at least 30 days' notice in accordance with the notice provisions in the Terms of Service. Changes that raise the uptime target, increase service credit percentages, or are required by law may take effect immediately upon posting. Each version of this SLA applies to Downtime occurring during the period it was in force.

9. Relationship to the Terms of Service

This SLA forms part of the Terms of Service and is subject to the limitations of liability, dispute resolution, governing law, and other general provisions set out there. To the extent of any inconsistency between this SLA and the Terms of Service, this SLA prevails in respect of the availability commitment and service credits, and the Terms of Service prevail in all other respects. Nothing in this SLA excludes, restricts, or modifies any consumer guarantee or right under the Australian Consumer Law or any other law that cannot lawfully be excluded.

10. Contact

Questions about this SLA can be sent to legal@receptionerapp.com. SLA claims should be sent to support@receptionerapp.com.