Service Level Agreement
Our commitments to uptime, incident response, and service continuity for all Host Logic products.
Distinct from contractual SLA commitments — this is our actual recorded performance.
Based on continuous automated monitoring of guest-facing service checks (voice telephony & AI receptionist, the guest-facing application, and payment processing); computed from incident records, updated hourly. Overlapping incidents are merged so concurrent failures are not double-counted. Internal and administrative health checks are excluded, as they do not affect whether a guest can use the service. Scheduled maintenance windows are excluded from the contractual SLA calculation (Section 4 below), but are included in the measured figures above. Last computed: Jul 17, 2026 04:52 UTC.
Sample SLA. This page presents our standard service level terms. Enterprise customers on custom agreements may negotiate individual SLA parameters, uptime targets, and credit structures. Contact [email protected] for custom terms.
1. Uptime Commitment
Host Logic commits to a monthly uptime of 99.5% for all production AI Receptionist and Voice Service products.
Uptime is measured as the percentage of minutes in a calendar month during which the service is available and responding normally. Measurement excludes scheduled maintenance windows and third-party provider outages (see Section 5).
| Tier | Monthly Uptime | Max Allowed Downtime / Month |
|---|---|---|
| Standard (BASIC, ADVANCED, FULL) | ≥ 99.5% | ~3.6 hours |
| Enterprise (custom agreement) | ≥ 99.9% (negotiable) | ~43 minutes |
2. Support Response Times
Support is available via the in-app chat and email at [email protected].
| Channel | First Response | Notes |
|---|---|---|
| AI Support (in-app chat) | Within 4 hours (24/7) | Automated AI first response — covers most routine issues |
| Human Support (email) | Within 24 business hours | Business hours: Mon–Fri 09:00–18:00 CET |
| Enterprise (custom agreement) | Within 4 business hours (human) | Dedicated contact, negotiable by contract |
3. Incident Priority Levels
Incidents are classified by severity. Response times are measured from the moment an incident is confirmed by Host Logic monitoring or reported via a support ticket.
| Priority | Definition | Response Target |
|---|---|---|
| P1 — Critical | Complete service unavailability; AI Receptionist not responding for any property | 1 hour |
| P2 — High | Significant degradation; voice/webchat partially unavailable or severely slow | 4 hours |
| P3 — Normal | Non-critical issues; minor feature bugs, cosmetic problems, performance edge cases | 48 hours |
Host Logic will provide regular status updates throughout any active P1 or P2 incident.
4. Scheduled Maintenance
Planned maintenance windows are announced at least 24 hours in advance via the Host Logic status page and, for Enterprise customers, by direct email notification. Maintenance windows are scheduled outside peak usage hours where possible (typically 02:00–05:00 CET).
Scheduled maintenance time does not count toward downtime for SLA calculations.
5. Exclusions
The following events are outside Host Logic's control and are excluded from SLA uptime calculations and credit eligibility:
- Third-party voice provider — voice synthesis and real-time conversational AI outages or degradation outside Host Logic's infrastructure.
- Third-party AI provider — language model API outages used for conversation understanding and intent classification.
- Third-party telephony provider — voice call (PSTN) and SMS delivery infrastructure outages.
- Third-party CDN / DDoS protection — content delivery and network security layer outages.
- Scheduled maintenance windows (see Section 4).
- Customer-side issues: misconfigured API keys, expired OAuth tokens, blocked caller IDs, or DNS misconfigurations on customer domains.
- Force majeure events.
Host Logic will make reasonable efforts to resolve issues caused by third-party providers and will communicate status updates during such events.
6. Service Credits
If Host Logic fails to meet the 99.5% monthly uptime commitment and the downtime is within our control (not excluded under Section 5), affected customers are eligible for a service credit applied to their next invoice.
| Monthly Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.49% | 10% |
| 98.5% – 99.0% | 20% |
| 98.0% – 98.49% | 30% |
| Below 98.0% | 50% (maximum) |
Credit conditions:
- Credits are applied to future invoices only — no cash refunds.
- Maximum credit per month is 50% of that month's subscription fee.
- Credit requests must be submitted within 30 days of the incident to [email protected] with a reference to the incident date and duration.
- Credits are not cumulative with other discounts or promotions.
Enterprise customers may negotiate custom penalty and credit structures as part of their individual service agreement.
7. Status & Transparency
Real-time service status and historical incident reports are available at status.hostlogic.io. Subscribe for email or Slack notifications on any service disruption.
8. Changes to This SLA
Host Logic reserves the right to update these standard SLA terms with 30 days' notice. Enterprise customers with individually negotiated SLAs are not affected by unilateral changes — amendments require mutual written agreement.
This SLA is effective from April 2026. Document version: 1.0.
Enterprise Agreement
Need a custom SLA, dedicated support, or higher uptime guarantees? Contact us to discuss an Enterprise agreement tailored to your platform.
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