BeMyGuest will commit to the following key technical performance measures (the “Tech SLA”):
- Continuous Technical Support
BeMyGuest will provide a continuous 365 days per year technical support service for the purpose of attending to and resolving technical issues as follows:
All support requests can be made, daily between 9am and 9pm SGT via Email, Instant Messaging (usually Slack, WhatsApp, WeChat and etc) or any other mutually agreed channel.
Critical support requests (P1 and P2 as detailed below) can be made at any time by any agreed channels.
- Technical Support Contact Details:
In the first instance requests should be raised via a shared Slack channel to be created by BeMyGuest. Email can also be used, an email address will be created and provided by BeMyGuest.
The BeMyGuest platform (and any API endpoints) is integrated with performance monitoring and any degradation is escalated to our PagerDuty service in both directions - we send alerts to PagerDuty in case of any detected system errors and it also sends notifications to our engineers via our Slack channels, email, SMS and phone calls.
- BeMyGuest Uptime and Performance
BeMyGuest commits to an API and Platform uptime of 99.8%. It does not include planned outages for maintenance purposes when partner is informed in advance.
Planned outage notifications will be sent from BeMyGuest to Partner via a dedicated Slack channel and/or email with a minimum 72 hours’ notice.
For API booking services BeMyGuest will additionally commit to provide response times as follows:
- Booking creation or preview (POST/GET): Response sent within 10 seconds
- Booking confirmation (PUT /confirm): Response sent within 30 seconds
- Resolution Service Commitments:
| Priority |
Incident Type* |
Examples |
Initial Response Time |
Ticket Updates |
Resolution Service Commitment |
P1
(Blocker/Critical) |
Any incident that results in network connectivity interruption, including security incidents, potential vulnerabilities or server infrastructure failure affecting 25% or more of requests to the platform. |
Failure in bookings for majority of activities
Failure in booking cancellations
Customers not permitted access to booked activities. |
4 hours |
Every hour |
Acceptable resolution or workaround communicated to by Slack or email within 2 hours
Permanent fix within 24 hours. |
P2
(Major) |
Any incident that results in service degradation affecting one or major platform features or prevents processing of a significant percentage (10-50%) of requests. |
Failure in booking of activities for a significant number of products
Failure in booking
cancellations.
Failure in ticket validation services |
8 hours |
Once a day |
Acceptable resolution or workaround communicated by Slack or email within 1 business day.
Permanent fix within 3 business days. |
P3
(Minor) |
Incident resulting in failures or degraded service affecting less than 10% of requests or one or many noncritical features. |
Failure in booking of some activities
Failure in booking cancellations of a small amount of activities.
Individual pages or areas of the platform displaying incorrectly |
24 hours |
Once a day |
Acceptable resolution or workaround communicated by Slack or email within 1 business day.
Permanent fix within 5 business days. |
* Degraded service and network connectivity failures include non-planned server failures resulting in 5xx server errors or inability to connect to key BeMyGuest infrastructure services because of network failures or timeouts.This excludes issues arising from product availability or booking processing delays or rejections (assuming all endpoints returning 2xx - 4xx http response codes) these shall be raised via the BeMyGuest Customer Service team. In such cases BeMyGuest reserves the right to disable or suspend sale of selected products at any time.
- Tech SLA Updates:
BeMyGuest Pte. Ltd. reserves the right to update the Tech SLAs from time to time. Changes to this Service Level Agreement will be communicated with at least 30 (thirty) days advance notice.
