Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) describes the service availability objectives, support response targets, maintenance practices, and operational expectations applicable to the Booktroz appointment booking platform. Booktroz provides white-label booking software that businesses can use to manage professionals, appointments, schedules, customers, and online bookings under their own branding.

The commitments described here are subject to the subscription plan, service scope, and any separate written agreement applicable to the customer.

2. Service Availability

Booktroz aims to provide a reliable and accessible appointment booking platform. Actual availability may depend on the customer's subscription, the applicable service scope, scheduled maintenance, hosting infrastructure, and third-party services.

Unless a specific availability percentage is expressly stated in a separate written agreement, Booktroz does not guarantee a fixed uptime percentage. Any availability commitment agreed upon separately will be governed by the terms of that agreement.

3. Support Response Times

Support requests are handled according to their severity, business impact, subscription plan, and applicable support arrangements. The following are indicative initial response targets during business hours, not guaranteed resolution times:

Critical (Priority 1): Initial response target within 1–2 business hours for platform issues that significantly prevent core booking operations.

High Priority (Priority 2): Initial response target within 4–8 business hours for major feature disruptions where a workaround may be available.

Medium Priority (Priority 3): Initial response target within 1 business day for partial functionality issues or non-critical operational problems.

General Requests: Initial response target within 1–2 business days for general questions, configuration assistance, and feature-related enquiries.

These targets are subject to the customer's agreed support plan, the completeness of the information provided, and the availability of the relevant technical resources.

4. Incident Management and Resolution

Booktroz will assess reported incidents based on their severity, scope, and impact on appointment booking and related platform functionality. Where appropriate, we will investigate reported issues, communicate relevant updates, and make commercially reasonable efforts to restore affected services.

Resolution times may vary depending on the complexity of the issue, data availability, third-party dependencies, hosting infrastructure, and whether the issue falls within Booktroz's control. A fixed resolution time is not guaranteed unless agreed in writing.

5. Scheduled Maintenance

Maintenance may be necessary to apply software updates, address security issues, improve performance, maintain infrastructure, or introduce platform enhancements.

Where practical, Booktroz will provide advance notice of planned maintenance that is expected to materially affect service availability. Emergency maintenance may be performed without advance notice when reasonably necessary to protect the platform, customer data, or service stability.

6. Platform Monitoring and Maintenance

Booktroz may perform operational monitoring and maintenance to help maintain the reliability and performance of the platform. The monitoring, reporting, and operational support available to a customer may vary depending on the subscription plan and any additional services agreed upon.

Customers should report unexpected errors, booking disruptions, suspected data issues, or other platform problems through the available support channels, including the Contact Us page.

7. Service Exclusions

Service interruptions, degraded performance, or delays may occur due to circumstances outside Booktroz's reasonable control, including:

• Cloud hosting provider outages or infrastructure failures.
• Third-party software, API, payment gateway, email, SMS, or WhatsApp service disruptions.
• Internet connectivity issues, DNS problems, or domain-related configuration errors outside Booktroz's control.
• Customer configuration errors or unauthorized changes to the platform or its integrations.
• Issues arising from customer-managed devices, networks, systems, or third-party accounts.
• Scheduled maintenance and emergency maintenance.
• Cybersecurity incidents, attacks, or service disruptions that cannot reasonably be prevented or controlled by Booktroz.
• Force majeure events, including natural disasters, government actions, or widespread infrastructure failures.

These exclusions do not remove any obligations that cannot legally be excluded or any specific commitments expressly agreed upon in writing.

8. Customer Responsibilities

Customers are responsible for maintaining accurate business information, professional profiles, appointment schedules, availability, booking policies, and other information entered into their Booktroz platform.

Customers should also:

• Protect account credentials and restrict access to authorized users.
• Keep their contact details and account information up to date.
• Maintain valid subscriptions and any required third-party accounts.
• Configure booking rules, working hours, holidays, and appointment durations correctly.
• Use supported integrations and provide valid credentials where required.
• Report service interruptions with sufficient details to support investigation.
• Maintain appropriate records or backups of information they need to retain independently.

9. Third-Party Services and Integrations

Depending on the selected features and configuration, Booktroz may integrate with third-party services such as payment gateways, email providers, messaging platforms, calendar services, or other external systems.

The availability, performance, pricing, and operational policies of those services are governed by their respective providers. Booktroz is not responsible for independent third-party outages or changes outside its reasonable control. Customers may need to maintain their own third-party accounts, subscriptions, credentials, and permissions.

10. Data Protection and Service Continuity

Booktroz recognizes the importance of appointment, customer, and business data. Data handling, retention, security measures, and any available recovery arrangements are subject to the platform's actual technical capabilities, applicable policies, subscription terms, and relevant agreements.

Customers should not assume that every data item can be recovered after accidental deletion, unauthorized changes, third-party failures, or other incidents. Customers are responsible for maintaining independent copies of information where required for their business continuity.

For additional information about data handling, please review the applicable Privacy Policy.

11. Service Credits and Compensation

Service credits, subscription refunds, or other compensation are not automatically provided for service interruptions unless required by applicable law or expressly specified in a separate written agreement. Any agreed service credit will be subject to the eligibility requirements and limitations stated in that agreement.

12. Changes to the Platform

Booktroz may update, modify, improve, or discontinue particular features as part of platform development, maintenance, security improvements, or operational requirements. Where reasonably practical, we will provide notice of material changes that may significantly affect customers.

Changes to third-party services, integrations, or external requirements may also affect the availability or functionality of specific platform features.

13. Limitations of the SLA

This SLA describes general service objectives and support expectations. It does not guarantee uninterrupted access, error-free operation, or a specific incident resolution time unless expressly stated in a separate written agreement.

Nothing in this SLA limits rights or remedies that cannot lawfully be excluded under applicable law. Where a separate signed agreement establishes different service commitments, the terms of that agreement will apply to the extent of any inconsistency.

14. SLA Updates

Booktroz may update this Service Level Agreement to reflect changes in platform functionality, support arrangements, technology, or operational practices. The revised version will be published on this page with an updated revision date.

Customers should review this page periodically. Where required by applicable law or a separate agreement, Booktroz will provide notice of material changes.

15. Contact Information

If you have questions about this Service Level Agreement, need to report a platform issue, or require assistance with appointment booking functionality, please contact us through our Contact Us page or email: sales@booktroz.com.