Service Level Agreement

1. Availability

Staycore commits to 99.9% monthly availability for the Core Services included in an eligible subscription. If your Order Form specifies a higher availability commitment, that commitment applies. Coverage starts when your paid production subscription begins and ends when it expires or is terminated.

This SLA applies only where your Order Form includes SLA coverage. Trial accounts, Free Subscriptions, previews, and beta features are not covered. Support hours and response arrangements remain those of your subscription tier; this SLA does not establish a separate incident-resolution deadline.

Report an interruption to support@staycore.io. Include your property and account details so our team can investigate the affected service.

2. Claims

Send a service-credit request to support@staycore.io within two calendar months after the affected Billing Month ends. Use the subject “SLA service credit claim” and include:

• Your organization, affected properties, account identifier, and billing period.
• The affected workflow, incident start and end times (including time zone), and any support ticket reference.
• The number of affected users and evidence such as error messages, request identifiers, or screenshots with guest and payment information removed.
• Troubleshooting already attempted and whether other services were accessible.

Staycore will compare your evidence with available operational records, request clarification where needed, and explain the outcome by email. We aim to complete the assessment within 45 days of receiving the claim. Eligibility requires compliance with the Agreement and payment of undisputed subscription charges.

Approved credits reduce a future subscription invoice in the same billing currency. They cannot be exchanged for cash or transferred to another account. Credits under this SLA are the exclusive contractual remedy for a failure to meet its availability commitment, except where your Agreement or applicable law provides otherwise.

3. Exclusions

An interruption is excluded only to the extent it is caused by one of the following:

• Property infrastructure: loss of local power or internet, an unavailable Wi-Fi network, faulty terminals, printers, key-card encoders, locks, or customer-hosted systems.
• External integrations: failure of an OTA, payment gateway, bank, messaging provider, access-control vendor, or other third-party service outside Staycore’s control. A failure of an integration does not by itself make an otherwise functioning Staycore workflow unavailable.
• Customer actions: incorrect configuration, withdrawn permissions, unsupported modifications, use beyond documented limits, or failure to follow documented operating requirements.
• Authorized suspension: access restricted in accordance with the Agreement, including for non-payment or misuse.
• Excluded features: free, trial, preview, or beta offerings and services not listed as Core Services.
• Events beyond reasonable control: including natural disasters, government restrictions, and widespread telecommunications or cloud-provider outages.
• Planned maintenance: notified maintenance, limited to eight hours per Billing Month. Staycore aims to give seven days’ notice through email or an in-product notice. Maintenance beyond that allowance counts as Downtime unless another exclusion applies.

Emergency maintenance is not automatically excluded: it counts as Downtime unless a separate exclusion above applies. Overlapping exclusions are counted only once.

4. SLA details and example calculations

Coverage concerns the production workflows below when included in your Order Form and hosted by Staycore. It does not promise a particular booking volume, payment settlement time, room-access outcome, or business result.

Each Core Service is measured separately for the affected customer. A minute counts as Downtime when a valid request to a covered workflow cannot complete because the service fails to respond or returns a service-side error. Invalid requests, expected validation errors, and individual device faults do not count. Concurrent failures within the same Core Service do not multiply the duration.

Monthly availability = 100 × Uptime ÷ (Uptime + Downtime). Excluded minutes are removed from both Uptime and Downtime. If there are no eligible measurement minutes, no availability percentage or credit is calculated.

Service credit = Applicable Monthly Fees × credit rate. Use the unrounded availability percentage to select the tier. Unless your Order Form provides a different credit schedule, the table also applies to a higher contractual commitment. A fee may only be credited once per Billing Month: where services share a bundled fee, use the highest qualifying rate rather than adding rates. Total credits under this SLA cannot exceed 5% of the Applicable Monthly Fees for that month.

Availability example: a 30-day Billing Month has 43,200 minutes. With 360 minutes of qualifying Downtime and no exclusions, Uptime is 42,840 minutes. Availability is 100 × 42,840 ÷ 43,200 = approximately 99.1667%, qualifying for a 1% credit under the standard commitment.

Fee example: if the affected subscription has Applicable Monthly Fees of ₦100,000, the credit is ₦100,000 × 1% = ₦1,000. This is a calculation example, not a subscription-price quotation.

5. Additional definitions

• Agreement: the Master Subscription Agreement or separately signed subscription agreement governing your use of Staycore, together with your Order Form.
• Billing Month: each monthly period starting on your subscription billing anniversary, measured in UTC. Annual subscriptions are assessed in monthly periods from their subscription start date. A partial month covers only the active subscription period.
• Core Service: a subscribed production workflow listed in section 4.
• Uptime: eligible minutes during which the Core Service is available.
• Downtime: eligible minutes during which the Core Service is unavailable, after applying section 3.
• Applicable Monthly Fees: recurring subscription charges attributable to the affected Core Service for that Billing Month, after discounts, excluding taxes, hardware, implementation, training, payment-processing fees, and other one-off or third-party charges. For annual prepayment, use one-twelfth of the annual recurring fee; prorate partial months. If the Core Service is not priced separately, use the affected bundled subscription fee.
• Service credit: the invoice adjustment approved following a valid claim under this SLA.