Service Level Agreement

Scope of coverage

This SLA covers all Rezllynx modules connecting to your Rezlynx PMS tenant via the official API. It applies to Customer subscriptions on Solo, Growth, and Enterprise plans. It measures our own service reliability — it does not cover outages of Rezlynx itself, which are outside our control.

Uptime by plan

Response time by severity

Automatic credits

• Solo & Growth: 10% monthly credit if uptime < 99% on any single module. 25% if < 95%.
• Enterprise: 10% if < 99.5%. 25% if < 98%.

Credits calculated per module, applied automatically on next invoice. Line "SLA Credit" visible with full computation detail.

Exclusions listed

• Rezlynx PMS itself downtime (not our infrastructure).
• Customer-side issues (revoked token, network, endpoints blocked by firewall).
• Scheduled maintenance announced 72h in advance (typically off-peak, max 2h/month).
• Force majeure (natural disaster, mass DDoS, government orders).

Monitoring publicly

Public status page: status.rezllynx.org. 90-day history, public incidents, RSS/email subscription available. Slack/Teams webhook available from your customer area.

Reporting cadence

Monthly SLA report sent by email to Enterprise customers. Available on request for Growth. Solo can see uptime figures in status page.

Escalation path

P1 incidents create a Slack channel accessible to the Customer's technical team (Enterprise). Enterprise on-call manager reachable directly by phone (+44 7960 258210) during incidents.