Enterprise Reliability & Performance Guarantees

Service Level Agreement (SLA)

We are committed to delivering 24/7 mission-critical uptime to power hospitality operations and travel allotments without interruption.

99.9% Uptime Guarantee

Critical Incidents < 30 Min Response

Reinforced Hajj & Peak Season Readiness

99.9%

Monthly Uptime Commitment

Continuous operational readiness for cloud infrastructure and databases.

< 30 Min

P1 Critical Response Time

Immediate engineering engagement for front-desk check-in blocking issues.

24 / 7

Hajj & Peak Season Ops

Proactive monitoring and scalable capacity during regional peak seasons.

1. Operational Uptime Commitment (99.9%)

RMZOS guarantees a Monthly Uptime Percentage of not less than 99.9%. This commitment covers the PMS core, Allotment CRS engine, Accounting synchronization hooks, and core API gateways.

Scheduled Maintenance: Planned upgrades are executed during low-traffic windows (03:00 to 05:00 Makkah time) with prior advance notification.

Exclusions: Scheduled maintenance windows or subscriber-side ISP disruptions are excluded from downtime calculations.

2. Incident Classification & Target Response Times

Our cloud operations and engineering team categorizes incidents into four distinct priority levels:

Priority 1 (P1) - Critical

Complete system outage or inability to check in guests at the front desk -> Initial response: < 30 minutes

Priority 2 (P2) - Major

Major feature disruption (such as OTA channel sync failure or invoicing halt) -> Initial response: within 2 hours

Priority 3 (P3) - Moderate

Partial operational slowdown or non-critical reporting inquiry not affecting guest intake -> Initial response: within 8 business hours.

Priority 4 (P4) - Minor

General configuration questions or product enhancement suggestions -> Initial response: within 24 business hours.

3. Service Credits & Outage Compensation

If monthly availability falls below 99.9% due to unexcused system downtime, the Subscriber is entitled to apply for a Service Credit applied against the subsequent billing cycle:

10%

Availability between 99.0% and 99.89%: 10% credit of the monthly subscription fee.

25%

Availability between 95.0% and 98.99%: 25% credit of the monthly subscription fee.

50%

Availability below 95.0%: 50% credit of the monthly subscription fee.

4. Disaster Recovery & Peak Season Readiness

RMZOS deploys multi-zone geographic redundancy across cloud data centers to guarantee rapid operational recovery:

RTO

Recovery Time Objective (RTO): Less than 2 hours in catastrophic recovery events.

RPO

Recovery Point Objective (RPO): Less than 15 minutes via continuous encrypted replication.

5. Support Channels & Incident Reporting

Subscribers may report incidents 24/7 through official enterprise channels:

Digital support ticket desk directly inside the management console.

Direct operations center email: support@rmzos.com

Priority WhatsApp emergency desk for enterprise plan subscribers.

Need Guidance on Enterprise Readiness?

Our infrastructure engineers are available to coordinate tailored SLA packages for peak seasons.

Speak with Infrastructure Engineer