Enterprise support policy and Service Level Agreement (SLA)

Enterprise support policy and Service Level Agreement (SLA)

Updated 26 September 2022

Lavanda is an enterprise software partner, supporting mission critical operations for some of the world’s most valuable companies and assets. We take that responsibility extremely seriously. We stand by our product and our support policy and service level agreement reflect our commitment to our customers.  

Our availability commitment: 99.9%

The target availability of the Lavanda platform is 99.9%. This means that in any given month, the platform and associated APIs will be available and performant at an acceptable level for more than 99.9% of the total minutes in that month.

How we monitor availability

We monitor our uptime continually using a set of automated server side, and ping-based monitoring tools, like Coralogix, Sentry, Pingdom and others. These tools allow us to spot issues often well before they impact availability of the platform.

The status of the Lavanda platform and APIs is always visible and updated in real time at https://status.lavanda.app/. You can subscribe to updates on this page and be notified immediately by email of any outages  as they occur. 

How to report issues

Lavanda operates a ticketing system in-app via an integrated live chat platform. Any conversation in the live chat can be understood to represent a support ticket. Your users can raise tickets in the chat at any point, and also see updates to any previous ticket they have raised. 

How we respond to issues

We will make ‘reasonable endeavours’ to respond to all support requests on the same business day. Our team will be available to provide technical support and guidance to you and members of your organisation during normal business hours. Typically, support is delivered in-app via the live chat interface (intercom). Email and phone support is also available, however, please note that our diagnostic capabilities in-app are considerably greater and the speed of support therefore is likely to be faster. 

Live chat support will be available between the hours of 8am and 8pm UTC Monday to Friday. When live support agents are unavailable you can still access help and advice via the Lavanda PMS Help Center or via the chat bot in the Lavanda PMS, which will endeavour to guide your users to the correct answer via natural language processing of the content of your questions. Should this fail to resolve your question you can leave a message via the chat interface and we will reply to you as quickly as possible on the next business day. 

Issues involving third party or marketplace providers

Where an issue is clearly with one of our marketplace integration providers or third party applications, please raise the issue directly to the provider. 

If it is unclear who the issue rests with, Lavanda will make reasonable endeavours to facilitate resolution of the issue and clarify from which team support for the issue should be sought. 

Defect Priority Schema

Priority 1

Downtime or critical failures, likely to lead to lost revenue for customers or for Lavanda, or significant reputational damage like failures of payment processing, failures of availability or listings updates, pricing updates. The defect will be addressed and fixed immediately. Other work will be put on hold to allow complete focus on the issue.

Priority 2

Failures of important time-sensitive functions of the app, like guest messages receipt and delivery, notification failures. The defect will be addressed and reasonable endeavours will be made to fix it on the same business day.

Priority 3

Oversight, error or minor defect of functionality that can be worked around straightforwardly. The defect will be prioritised at a Monday morning prioritisation discussion and programmed into the backlog.

Priority 4

The defect does not affect functionality or data. It does not even need a workaround. It does not impact productivity or efficiency. It is merely an inconvenience. Example: Layout discrepancies, spelling/grammatical errors. The defect will be resolved during the next iteration of the feature or view.

Updates, Patches and Feature Enhancements

Lavanda will, from time to time, release updates to the Lavanda PMS for a variety of reasons. This might include security patches, bug fixes, feature updates and rollout of new features and capabilities. All updates and patches are provided free of charge to customers unless explicitly delivered as an optional new paid feature or enhancement. 

Planned maintenance outages

We follow a continuous integration methodology that automatically updates the software in the background without the need for any planned maintenance or downtime. In the very rare event that we need to schedule an outage we will communicate the need at least 72 hours in advance.  

Products and APIs covered by this agreement 

All Lavanda core systems and APIs are covered under the scope of this service level agreement. In practice that means the Lavanda PMS, its application APIs and supporting infrastructure, our developer API, direct booking website instances that we host and maintain, and the Lavanda Resident Portal. It also encompasses a range of other critical platform services like our authentication service, our channel manager and other tools and integrations we maintain.

Exclusions

Failures of any third party software with which we have an integration that are outside of our control are not covered by the scope of this agreement. This includes but is not limited to marketplace integrations, channel integrations like Airbnb and Booking.com, third party channel managers like Siteminder. That said we will always make best endeavours to work with our partners to resolve such issues as expediently as possible. 

Force Majeure

In the event of circumstances outside of our reasonable control and/or that could not reasonably have been foreseen the availability commitment and service credits will not apply. 

Service credits

If we fall below our target availability of 99.9% in a given month we will offer any customers who find themselves affected by that unavailability, service credits against their next monthly bill. The amount of service credits will be calculated by formula, which is: (uptime target – achieved uptime) x 5% of your monthly service fee.