Legal

Service Level Agreement

Uptime commitment, exclusions and service credits for paid Digibeds subscriptions.

Effective date: July 19, 2026

Company: Digibeds Technologies Private Limited (“Digibeds”, “we”, “us”), India

1. Uptime Commitment

Digibeds targets Monthly Uptime of 99.5% for the production Service for paid subscriptions. “Monthly Uptime” means the percentage of minutes in a calendar month during which the core Service (login, PMS core, booking engine, POS billing, Open API) is available, excluding the items in Section 3.

2. Measurement

Availability is measured by Digibeds’ monitoring systems at the platform edge. An outage begins when monitoring detects the core Service unavailable and ends on restoration. Partial degradation of non-core features does not count as downtime.

3. Exclusions

  • Scheduled maintenance announced in advance and emergency maintenance reasonably required for security or stability;
  • Failures of third-party services outside Digibeds’ control (hosting region incidents, connectivity, DNS, payment gateways, OTAs, messaging providers);
  • Customer-side causes: customer networks, devices, misconfiguration, misuse, or suspension for breach or non-payment;
  • Force majeure events;
  • Beta, trial, demo and sandbox environments (provided “as is”).

4. Service Credits

If Monthly Uptime falls below the commitment, the customer may claim a credit against future fees for the affected subscription:

Monthly UptimeCredit (of that month’s fee)
Below 99.5% – 99.0%5%
Below 99.0% – 95.0%10%
Below 95.0%25%

5. Claim Process

  • Claims must be emailed to [email protected] within 30 days of the end of the affected month, with dates, times and impact details;
  • Verified credits are applied to future invoices; credits have no cash value, are not refunds, and expire if the subscription ends;
  • Maximum aggregate credit in any month is 25% of that month’s fee.

6. Sole Remedy

Service credits are the customer’s sole and exclusive remedy for availability failures, to the maximum extent permitted by law. This SLA does not alter the Refund Policy or the Cancellation Policy.

Contact

Questions about this document: email [email protected] or call 08040265786. This document is part of the Digibeds legal framework — see the Legal Center for all policies.