Service Level Agreement (SLA)
Uptime Guarantee, Support Tiers, and Escalation Procedures
1. System Availability Commitment
JASS PMS commits to a 99.9% uptime availability for the core PMS, KDS, and multi-outlet POS engines, calculated monthly. Uptime excludes scheduled maintenance windows (conducted during low-occupancy hours, typically 2:00 AM - 4:00 AM local property time) which are announced at least 48 hours in advance.
2. Support Ticket Prioritization & SLA Response Times
Support tickets submitted via the local administrator console are assigned response and resolution SLAs based on impact: Urgent (system down, casino/POS offline) receives response within 10 minutes; High (PMS room assignment down, KDS lag) within 30 minutes; Medium (housekeeping sync lag) within 60 minutes; Low within 120 minutes.
3. Financial Service Credits
If core system availability falls below 99.9% in a given monthly billing cycle, the customer is eligible for service credits applied to the next monthly license fee: 99.0% - 99.8% uptime grants a 10% credit; 95.0% - 98.9% grants a 25% credit; below 95.0% grants a 50% service credit. Credits must be claimed within 30 days of the cycle end.
4. Escalation Path
If a ticket is not resolved within the defined SLA timeline, it automatically escalates: Technician -> Maintenance Supervisor -> Operations Manager -> JASS PMS Regional Support Director. Contact information for support escalation is detailed in the administrator settings console.