Legal
Service Level Agreement
MeetingPackage SLA
Introduction
This Service Level Agreement (“SLA”) describes the maintenance and support services (including Response and Resolution time from MeetingPackage for any incident in the services) offered by MeetingPackage to its customers. Standard SLA is included in all customer products that are acquired from MeetingPackage.
SLA Uptime
MeetingPackage guarantees a minimum service uptime availability of it’s main application (under the domain meetingpackage.com) of 99.9% on a monthly basis excluding the planned downtime and conditions outside of the MeetingPackage's control for example power or network outages.
Uptime is calculated monthly using the following formula: Actual minutes of service availability during the month/ (Total minutes during the month - Minutes of planned downtime) * 100%.
Scope of Services
This SLA covers the following services provided by MeetingPackage:
Venue Sales Management “VSM” software for suppliers to login and manage their bookings, inventory and content
Booking Engine “Booking Engine” solution that allows suppliers website visitors to book/send RFPs for groups and meetings & events
Channel Manager / CRS solution that allows suppliers to enable and disable distribution channels that are available in the channel manager solution
E-proposal and its add-ons that allow suppliers and customers to view offers sent by the suppliers using the VSM.
Global Lead Passing “GLP” software that allows suppliers to manage incoming lead distribution.
Integration connectivity (S&C, PMS, CRM) built by MeetingPackage, when the issue originates from actions or data triggered within the MeetingPackage platform.
What is not covered in the SLA:
Uptime of any 3rd party distribution channels and their connectivity towards MeetingPackage APIs
Any issues from 3rd party integrations (S&C, PMS, CRM) that are not under MeetingPackage control
Custom development or integrations done to the Supplier that are not covered in the basis SaaS solutions of the Supplier to other customers
Uptime of any 3rd party AI service providers
Support Tier and Availability
Your support tier and its availability will be defined by your annual contract value towards MeetingPackage.
Standard:
Annual contract value: 0 - 1 million EUR
Availability: 8:00 am - 4pm CET (Mon - Fri)
Premium:
Annual contract value: 1 - 5 million EUR
Availability: 07am - 9pm CET (Mon- Fri)
Platinum:
Annual contract value: > 5 million EUR
Availability: 24/7/365
SLA Resolution & Response Time
SLA response time is the time MeetingPackage takes to respond to an incident reported by the customer.
Resolution time refers to how long MeetingPackage takes from the time an issue is logged until it is fully resolved.
The response/resolution time is always during the time of the Availability of your current Support Tier.
Severity | Response Time | Resolution Time |
Critical | Within 1 hour | 4 hours |
High | Within 2 hours | 8 hours |
Medium | Within 8 hours | 2 business days |
Low | Within 24 hours | 5 business days |
Severity Definitions
Critical Severity
The system is down, causing a major business impact or critical service disruption.
High Severity
Major functionality is impaired, but the system is still operational. Significant business impact.
Medium Severity
Moderate impact with partial loss of service. Non-critical functions are affected.
Low Severity
Minor impact with minimal business disruption. Cosmetic issues or general inquiries.
Escalation Process
Always when applicable include your designated customer success manager as a copy to any issues you encounter.
Level 1 and 2 support
To report disruption in the service or any other issue you should mail to support@meetingpackage.com.
Level 3 support
If you are unsatisfied or not happy with the way your request has been handled then you can mail our CEO at joonas@meetingpackage.com
Introduction
This Service Level Agreement (“SLA”) describes the maintenance and support services (including Response and Resolution time from MeetingPackage for any incident in the services) offered by MeetingPackage to its customers. Standard SLA is included in all customer products that are acquired from MeetingPackage.
SLA Uptime
MeetingPackage guarantees a minimum service uptime availability of it’s main application (under the domain meetingpackage.com) of 99.9% on a monthly basis excluding the planned downtime and conditions outside of the MeetingPackage's control for example power or network outages.
Uptime is calculated monthly using the following formula: Actual minutes of service availability during the month/ (Total minutes during the month - Minutes of planned downtime) * 100%.
Scope of Services
This SLA covers the following services provided by MeetingPackage:
Venue Sales Management “VSM” software for suppliers to login and manage their bookings, inventory and content
Booking Engine “Booking Engine” solution that allows suppliers website visitors to book/send RFPs for groups and meetings & events
Channel Manager / CRS solution that allows suppliers to enable and disable distribution channels that are available in the channel manager solution
E-proposal and its add-ons that allow suppliers and customers to view offers sent by the suppliers using the VSM.
Global Lead Passing “GLP” software that allows suppliers to manage incoming lead distribution.
Integration connectivity (S&C, PMS, CRM) built by MeetingPackage, when the issue originates from actions or data triggered within the MeetingPackage platform.
What is not covered in the SLA:
Uptime of any 3rd party distribution channels and their connectivity towards MeetingPackage APIs
Any issues from 3rd party integrations (S&C, PMS, CRM) that are not under MeetingPackage control
Custom development or integrations done to the Supplier that are not covered in the basis SaaS solutions of the Supplier to other customers
Uptime of any 3rd party AI service providers
Support Tier and Availability
Your support tier and its availability will be defined by your annual contract value towards MeetingPackage.
Standard:
Annual contract value: 0 - 1 million EUR
Availability: 8:00 am - 4pm CET (Mon - Fri)
Premium:
Annual contract value: 1 - 5 million EUR
Availability: 07am - 9pm CET (Mon- Fri)
Platinum:
Annual contract value: > 5 million EUR
Availability: 24/7/365
SLA Resolution & Response Time
SLA response time is the time MeetingPackage takes to respond to an incident reported by the customer.
Resolution time refers to how long MeetingPackage takes from the time an issue is logged until it is fully resolved.
The response/resolution time is always during the time of the Availability of your current Support Tier.
Severity | Response Time | Resolution Time |
Critical | Within 1 hour | 4 hours |
High | Within 2 hours | 8 hours |
Medium | Within 8 hours | 2 business days |
Low | Within 24 hours | 5 business days |
Severity Definitions
Critical Severity
The system is down, causing a major business impact or critical service disruption.
High Severity
Major functionality is impaired, but the system is still operational. Significant business impact.
Medium Severity
Moderate impact with partial loss of service. Non-critical functions are affected.
Low Severity
Minor impact with minimal business disruption. Cosmetic issues or general inquiries.
Escalation Process
Always when applicable include your designated customer success manager as a copy to any issues you encounter.
Level 1 and 2 support
To report disruption in the service or any other issue you should mail to support@meetingpackage.com.
Level 3 support
If you are unsatisfied or not happy with the way your request has been handled then you can mail our CEO at joonas@meetingpackage.com