4.2 New Case for Older Issues 

If Partner experiences the same or a related issue after a case has been closed, a new case should be opened. Partner should include a reference to the original case number so Mews can review the prior history. 

5. Classification of Requests 

Mews distinguishes among three types of incidents and requests. Classification applies to production environments only; the Critical and High Priority SLA commitments do not apply to sandbox, staging, or other non-production environments. 

5.1 Critical Requests 

A Critical request is one concerning an error due to which the Mews Platform in a production environment is completely unavailable (i.e., a total failure of the Mews Platform). Critical SLA commitments apply to production environments only. 

5.2 High Priority Requests 

A High Priority request is one concerning any of the following errors occurring in a production environment:

(i) a failure of one or more core functions of the Mews Platform not causing complete unavailability (such as unavailability of check-in, check-out, or taking payments); or

(ii) core functions and features of the Mews Platform are available, but production is functioning at a materially impaired rate (such as slow performance of the system or any substantial part of it). 

5.3 General Requests 

A General request is one concerning:

(i) errors not preventing production but impairing non-production operations (such as inability to check-in or check-out in a standard way);

(ii) other errors not falling within the Critical or High Priority definitions; or

(iii) procedural problems encountered in the use of the Mews Platform. 

6. Response and Resolution Commitments 

If Partner contacts Mews Support, Mews will acknowledge receipt of the request within the response time set out below. It is difficult to predict the nature of the incident, and therefore it is also difficult to determine how long the resolution time should be in general. This handbook does not stipulate any specific time limit for resolution requests; however, what we guarantee is that after reporting an incident, Mews will use reasonable endeavours to resolve Critical and High priority incidents as quickly as possible. Resolution commitments are targets only and do not constitute a contractual guarantee. The time required to resolve an incident will depend on its nature, complexity, and root cause, which cannot always be determined at the point of classification. Resolution is achieved by solving the root cause of the incident, implementing a workaround, or delivering a resolution plan. 

6.1 SLA Commitments 

6.2 Waiting for Partner, Clock Suspension

Where Mews requires information or action from Partner in order to progress a case, Mews will set the case status to "Waiting for Partner." The response and resolution clocks pause automatically when this status is set and resume when Partner responds or, in the absence of a response, when the case is automatically resolved under section 3(1) above. 

Time spent in Waiting for Partner status does not count towards Mews's response or resolution commitments. Mews will use reasonable efforts to notify Partner promptly when a case is moved to Waiting for Partner status. 

6.3 Service Credits 

Where Mews fails to meet a guaranteed response or resolution time set out in section 6, Partner may be entitled to a service credit in accordance with the Service Level Agreement. Partner should raise a credit claim via the Support portal within 30 days of the incident. Please note that the maximum amount of credits that can be awarded by Mews shall not exceed 50% of the Monthly Fee payable to Mews. 

6.4 High Priority Resolution Plans 

For High Priority requests, Mews does not guarantee a fixed resolution time. Mews guarantees that, following notification of a High Priority incident, Mews will initiate a resolution plan and share it with Partner. The plan will set out the proposed resolution timeline and the steps Mews will take to resolve the incident. 

7. Knowledge Base and Mews University 

Partner will receive unlimited access to the Mews Knowledge Base, which contains guidelines, FAQs, and articles on the use of the Mews Platform and Services. The Knowledge Base is available at help.mews.com. 

Partner will receive access to Mews University, which contains video tutorials to assist with onboarding and use of the Services. Mews University is available at mews.com/en/mews-university. 

8. Self-Service Resources 

Mews provides a range of self-service resources that can resolve many questions without the need to raise a case: