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    Service Level Agreement (SLA)

    Last updated: April 6, 2026

    1. Overview

    This Service Level Agreement ("SLA") defines the service commitments, performance standards, and remedies provided by SkyGate Travel Technology ("SkyGate") to its white-label platform partners ("Partner" or "you"). This SLA is incorporated into and forms part of the Terms of Service.

    2. Platform Uptime Guarantee

    SkyGate commits to a monthly platform uptime of 99.9% ("Uptime Commitment"). Uptime is measured as the percentage of total minutes in a calendar month during which the core platform services (booking engine, search, payment processing) are operational and accessible.

    Uptime Calculation: Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100

    3. Exclusions

    The following are excluded from downtime calculations:

    • Scheduled maintenance windows (communicated at least 48 hours in advance).
    • Force majeure events (natural disasters, wars, pandemics, government actions).
    • Third-party service outages (payment gateways, airline GDS systems, hotel suppliers).
    • Issues caused by the Partner's own systems, customizations, or end users.
    • DNS propagation delays outside SkyGate's control.
    • DDoS attacks or other malicious activity from external sources.

    4. Service Credits

    If SkyGate fails to meet the Uptime Commitment in any calendar month, the Partner is entitled to service credits:

    Monthly UptimeService Credit
    99.0% – 99.9%5% of monthly fee
    95.0% – 98.9%15% of monthly fee
    90.0% – 94.9%30% of monthly fee
    Below 90.0%50% of monthly fee

    Service credits are applied to future invoices and do not entitle the Partner to a cash refund. Credits must be claimed within 30 days of the affected month. Maximum credit per month shall not exceed 50% of the monthly subscription fee.

    5. Support Response Times

    SeverityDescriptionInitial ResponseResolution Target
    Critical (P1)Platform-wide outage, booking engine down, payment processing failure30 minutes4 hours
    High (P2)Major feature degraded, partial outage affecting multiple users2 hours8 hours
    Medium (P3)Non-critical feature issue, workaround available8 hours48 hours
    Low (P4)Cosmetic issues, feature requests, general inquiries24 hours5 business days

    6. Maintenance Windows

    Scheduled maintenance is performed during low-traffic hours (typically 02:00–06:00 UTC). Partners receive at least 48 hours advance notice for standard maintenance and 7 days for major upgrades. Emergency maintenance may be performed without notice when required to address critical security vulnerabilities or system stability issues.

    7. Data Backup and Recovery

    • Automated daily backups of all platform data.
    • Point-in-time recovery capability for the preceding 30 days.
    • Geographically redundant backup storage.
    • Recovery Time Objective (RTO): 4 hours for critical systems.
    • Recovery Point Objective (RPO): Maximum 1 hour of data loss.

    8. Performance Standards

    • Search results page load time: under 3 seconds (95th percentile).
    • Booking confirmation processing: under 10 seconds.
    • API response time: under 500ms (95th percentile).
    • Concurrent user support: platform scales automatically to handle demand.

    9. Communication and Reporting

    • Real-time system status page available 24/7.
    • Incident notifications via email within 15 minutes of detection.
    • Post-incident reports within 48 hours of resolution for P1 and P2 incidents.
    • Monthly uptime and performance reports available upon request.

    10. Escalation Procedure

    If you are dissatisfied with the response to a support request, you may escalate through the following channels: (1) Support Team Lead — via your regular support channel; (2) Technical Operations Manager — via sales@skygate.travel; (3) Executive Management — for unresolved critical issues persisting beyond SLA targets.

    11. SLA Modifications

    SkyGate reserves the right to modify this SLA with 30 days' written notice to affected Partners. Material changes that reduce service commitments will not apply retroactively and will take effect only at the start of the next billing cycle.

    12. Contact

    For SLA-related questions or to claim service credits:
    SkyGate Travel Technology
    Email: sales@skygate.travel
    Phone: +995 550 002 283