Understand AirBot’s service commitments, uptime guarantees, and support policies.

1. Service Commitment

B N B Pro Information Technology L.L.C will make commercially reasonable efforts to ensure that AirBot is available 99.9% of the time, measured monthly, excluding scheduled maintenance and force majeure events. Monitoring is in place to track uptime. Uptime is calculated excluding: • Planned maintenance (with 24 hours prior notice) • Emergency maintenance (with reasonable efforts to notify) • Issues caused by third-party services (e.g., PMS APIs, OpenAI, cloud providers)

2. Support Availability

We provide customer support during the following hours: • Standard Support: Monday–Friday, 9am–6pm GMT • Channels: Email and in-app ticketing system Response Times: • Urgent (Platform not usable, critical business impact): 4 hours • High (Major issue, no workaround): 8 hours • Medium (Non-critical issue, workaround exists): 1 business day • Low (Minor issue, general question): 2 business days

3. Client Responsibilities

Clients are responsible for: • Providing accurate contact and system information • Keeping PMS and other third-party integrations updated • Ensuring proper setup of AI parameters, settings, and escalation logic

4. Maintenance and Updates

AirBot will undergo periodic maintenance to apply updates and improvements. • Major upgrades will be communicated in advance • Emergency updates may be applied without prior notice but will be announced post-deployment

5. Credits and Remedies

If uptime drops below 99.9% in any calendar month, eligible clients may request a Service Credit equal to: • 5% of monthly subscription fee for 99.0–99.89% • 10% of monthly subscription fee for 95.0–98.9% • 25% of monthly subscription fee for below 95% Credit requests must be submitted within 15 days of the end of the affected month.

6. Limitations

This SLA does not apply to: • Beta or trial services • Downtime caused by misuse or configuration errors • Issues arising from third-party service providers

7. Revisions

We reserve the right to update this SLA with notice. The current version will always be available at [Insert URL].