Service Level Agreement
Propeter's formal uptime commitments, service credits, support response SLAs, and measurement methodology. Version 2.2 — effective 1 March 2026.
Service Availability Commitments
Propeter commits to the following monthly uptime percentages for each plan tier. Uptime is measured across the calendar month and calculated using Propeter's external synthetic monitoring system.
| Plan | Monthly Uptime SLA | Max Allowable Downtime / Month | Applies To |
|---|---|---|---|
| Starter | 99.9% | 43 minutes 49 seconds | Revenue Engine, Rate API, Dashboard, PMS Sync |
| Professional | 99.9% | 43 minutes 49 seconds | All Starter services + Advanced Analytics, Multi-property |
| Enterprise | 99.95% | 21 minutes 54 seconds | All Pro services + Dedicated support, Custom integrations, BYOK encryption |
Definition of "Downtime"
Downtime means a period during which the Propeter Revenue Engine API is returning error responses (HTTP 5xx) or timing out for more than 50% of synthetic monitoring probes in a given 5-minute window. The following are not counted as downtime:
- Periods within a scheduled maintenance window (Sundays 2:00–4:00 AM IST) where prior notice was given
- Degradation of non-core features (e.g., historical analytics, marketing integrations) where the Revenue Engine remains operational
- Client-caused outages (e.g., revoked API credentials, invalid PMS configuration, exceeded rate limits)
- Force majeure events (natural disasters, war, internet backbone failures outside AWS infrastructure)
- Third-party sub-processor outages (Twilio, SendGrid, Firebase) where Propeter's core services remain operational
Measurement Methodology
- Synthetic monitoring: External probes run every 60 seconds from multiple geographic vantage points (Pingdom / AWS CloudWatch Synthetics)
- Probe locations: Sydney AU, Mumbai IN, Dublin IE, Virginia US — matching Propeter's active regions
- Uptime calculation: (Total minutes in month − Total downtime minutes) ÷ Total minutes in month × 100
- Downtime confirmation: A period is only counted as downtime if 2+ probe locations simultaneously report failure — single-location anomalies are treated as monitoring noise
- Records: Raw monitoring data retained for 13 months; available to Enterprise clients on request
Planned Maintenance Windows
Service Credits
If Propeter fails to meet the monthly uptime SLA, affected clients are entitled to service credits applied to the following month's invoice. Credits are the sole and exclusive remedy for SLA breaches.
| Monthly Uptime Achieved | Downtime in Month | Credit (% of Monthly Fee) | Equivalent |
|---|---|---|---|
| > 99.9% (or > 99.95% Enterprise) | < 43 min (or < 22 min Enterprise) | No credit | SLA met — no action required |
| 99.5% – 99.9% | 43 min – 3 hrs 39 min | 10% credit | ~3 days free on annual plan |
| 99.0% – 99.5% | 3 hrs 39 min – 7 hrs 18 min | 25% credit | ~1 week free on annual plan |
| 98.0% – 99.0% | 7 hrs 18 min – 14 hrs 36 min | 50% credit | Half the month's fee returned |
| < 98.0% | > 14 hrs 36 min | 100% credit | Full month free |
Credit Claim Process
- Eligibility check: Credits are only available if the client's account is in good standing (no overdue invoices) at the time of the SLA breach
- Claim submission: Client must submit a credit request via the support portal or email to billing@propeter.com within 30 days of the end of the affected calendar month
- Claim content: Include account name, affected month, and approximate dates/times of observed downtime
- Propeter review: Propeter cross-references claim against internal monitoring data within 10 business days
- Credit application: Approved credits are applied to the next invoice; no cash refunds except where required by applicable law
- Dispute: If a credit claim is denied and client disagrees, escalate to enterprise@propeter.com — reviewed by CTO within 5 business days
Note on Credit Limits: Maximum cumulative credits for any single month are capped at 100% of that month's fees. Credits do not roll over to subsequent months. Credits are not applicable to one-time setup fees or professional services fees.
Support Response SLAs
Propeter defines four severity levels for support tickets. Response and resolution targets vary by severity and plan tier.
Severity Definitions
- P1 — Critical: Revenue Engine completely down; hotel rates frozen on all channels; no rate recommendations being generated; complete platform unavailability
- P2 — High: Major feature significantly degraded; rate recommendations being generated but not pushed to channels; dashboard inaccessible; PMS sync failing
- P3 — Medium: Non-critical feature not working as expected; reporting errors; integration with non-core system failing; cosmetic or minor functional issues
- P4 — Low: General questions, feature requests, configuration guidance, enhancement suggestions
| Severity | Starter Response | Pro Response | Enterprise Response | Resolution Target | Support Channel |
|---|---|---|---|---|---|
| P1 — Critical | 1 hour | 30 minutes | 15 minutes | P1: 1 hour (Enterprise); 4 hours (Pro/Starter) | Support portal + phone (Enterprise only) |
| P2 — High | 4 hours | 2 hours | 1 hour | 4 hours (Enterprise); 1 business day (Pro/Starter) | Support portal + email |
| P3 — Medium | 1 business day | 8 business hours | 4 business hours | 3 business days (Enterprise); 5 business days (Pro/Starter) | Support portal + email |
| P4 — Low | 2 business days | 1 business day | 1 business day | Best effort; roadmap consideration for enhancements | Support portal |
Enterprise Support: Enterprise clients receive a dedicated Customer Success Manager (CSM) who is the first point of contact for all P1 and P2 incidents. The CSM has direct escalation access to the Engineering On-Call and Infrastructure Lead. Additionally, Enterprise clients have access to a shared Slack channel with Propeter's support engineering team during business hours.
Business Hours Definition
- Standard business hours: Monday–Friday, 9:00 AM – 6:00 PM in the client's primary timezone (selected at onboarding)
- P1/P2 coverage: 24/7/365 — on-call engineer rotation covers nights, weekends, and public holidays
- P3/P4 coverage: Business hours only
- Public holidays: Propeter observes Indian public holidays for P3/P4 response; P1/P2 coverage is unaffected by public holidays
Monitoring & Status Transparency
Real-Time Status Page
status.propeter.com — publicly accessible status page updated in real-time during incidents. Shows: current operational status for each service component, active incidents with timestamps and updates, scheduled maintenance windows, and last 90 days of incident history.
Proactive Incident Notifications
Subscribe to status.propeter.com for: email alerts on incident creation and resolution, webhook notifications (Enterprise plan), RSS feed for incident history. P1 incidents also trigger proactive outbound email to all affected client accounts within 60 minutes of detection.
Monthly Uptime Reports
Published by the 5th of each month for the prior month. Contains: total uptime percentage, list of any incidents with duration and root cause summary, SLA credit determination, and maintenance windows taken. Available on the status page and in the Propeter dashboard.
P1/P2 Post-Mortems
For all P1 and P2 incidents: a public post-mortem is published within 5 business days of resolution on the status page. Post-mortems include: timeline, root cause, impact scope, resolution steps, and preventive measures implemented. Enterprise clients receive a private extended post-mortem with additional technical detail.
Exclusions & Limitations
The following circumstances are explicitly excluded from Propeter's uptime SLA:
Client-Side Causes
- Client has revoked or incorrectly configured API credentials
- Client's PMS is offline or misconfigured, causing sync failures
- Client has exceeded rate limits through abnormal API usage
- Client-side network issues or browser incompatibility
- Client's IP has been blocked due to security policy violation
Scheduled & Emergency Maintenance
- Planned maintenance within Sunday 2–4 AM IST window (with 72-hour notice)
- Emergency maintenance for critical security patches (with 2-hour notice)
- AWS-initiated maintenance on underlying infrastructure (AWS coordinates with Propeter)
Third-Party Failures
- Failures of PMS systems, channel managers, or OTAs outside Propeter's control
- Sub-processor outages (Twilio, SendGrid, Firebase, Windcave) where Propeter's core Revenue Engine remains operational
- Internet routing or DNS failures outside Propeter's infrastructure boundary
Force Majeure
- Acts of God, natural disasters, pandemics
- Government actions, sanctions, or regulatory orders
- War, terrorism, or widespread civil unrest
- AWS data centre physical security incidents beyond Propeter's control
SLA Calculation Formula
Total minutes in April = 30 × 24 × 60 = 43,200 minutes
Scheduled maintenance (excluded) = 2 hours = 120 minutes → not counted
Unplanned downtime = 1 incident, 22 minutes
Uptime % = ((43,200 − 22) ÷ 43,200) × 100
Uptime % = (43,178 ÷ 43,200) × 100
Uptime % = 99.949%
Result: SLA of 99.9% was MET. No service credit applicable.
Credit Threshold Example:
If unplanned downtime = 60 minutes → 99.861% → between 99.5% and 99.9% → 10% credit
If unplanned downtime = 300 minutes → 99.306% → between 99.0% and 99.5% → 25% credit
Transparency Commitment: Propeter's uptime calculations are based on the same external synthetic monitoring data visible on status.propeter.com. We do not use internal health checks that might differ from client-observable availability. If our monitoring shows a different result from yours, we will investigate and apply whichever measurement shows worse performance when determining SLA credits.
SLA Agreement: This SLA is incorporated by reference into Propeter's Terms of Service and all subscription agreements. In the event of conflict between this document and a signed Enterprise Agreement, the Enterprise Agreement shall prevail. This document represents the minimum SLA; negotiated SLAs in Enterprise Agreements may be more favourable to the client.
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