Mews Point of Sale Service Level Agreement (POS SLA)

Service Level Agreements

Service Level Agreements (SLAs) can be complicated technical documents full of terminology that is difficult to decipher. We would like to take the time to explain, in plain language, what the details are. 

 

This POS SLA applies to Partners who have concluded an Agreement with Mews that includes POS Services. It does not apply to end consumers or guests using the POS Services. This POS SLA is to be read together with the POS Specific Terms and the Agreement. "Agreement" means the Mews Master Terms and Conditions [MTC] (and all its incorporated terms), the applicable Commercial Schedule, any applicable Statement of Work and the POS Specific Terms, together constituting the full contractual relationship between Mews and Partner. 

 

 

In the event of conflict between documents forming part of the Agreement, the order of priority is as set out in the MTC. Notwithstanding the foregoing, in the event of any conflict between this POS SLA and the Agreement regarding Mews POS availability commitments, this POS SLA shall prevail. 

 

Mews reserves the right to amend this POS SLA from time to time. Any material amendment will be notified to Partner in accordance with the changes clause in the MTC. 

A. Mews POS Service Level Agreement (SLA) for all the Partners guarantees 99.95% monthly uptime. 

B. We have designed our SLA to be transparent, based directly on the information we make publicly available on our status page https://status.mews.com. 

C. Scheduled downtimes are unusual, and we will avoid them as much as possible. 

D. If, despite our efforts, monthly uptime of 99.95% is not met, we will offer you financial credits as described below. 

 

This article contains information about the following:

 

01 Uptime Commitment

The commitment

Mews will use commercially reasonable efforts to make the POS Platform available with a Monthly Uptime Percentage of at least 99.95%, measured each calendar month. 

How Monthly Uptime Percentage is calculated

Monthly uptime is the percentage of total possible minutes the Mews POS was available to you. Here is how we calculate this: 

Monthly uptime = 1 - (monthly downtime minutes / total possible monthly minutes) 

The actual monthly uptime can always be checked by you at https://status.mews.com.  

02 Downtime

Downtime is based on two factors: the number of minutes the Mews POS was unavailable, and the percentage of the Partners that were affected. If Mews POS is down, we use server monitoring software to measure server-side error rates, ping test results and other performance and availability metrics. At the end of each month, we sum up downtime periods together to calculate the overall monthly downtime period. Please note that downtime does not affect everyone at the same time or in the same way: Mews could be experiencing an outage, but your property is unaffected, and vice versa. 

Some scenarios do not count towards downtime. Here are some examples: 

  1. Slowness with certain features (reports, search, delays in background operations and jobs); 

  1. Issues affecting only your enterprise that are related to external apps or third parties; 

  1. Communication issues caused by third-party systems, for example, PMS downtimes; 

  1. External network problems outside of our control (e.g., bad configuration on ISP side); 

  1. Scheduled downtimes; 

  1. Issues that resulted from your breach of the Agreement based on which we provide you with our Services, or from your breach of our instructions or documentation; 

  1. Issues that resulted from any actions or inaction by you or third-party; 

  1. Issues that arise from our suspension or termination of your right to use Mews POS in accordance with the Agreement; or 

  1. Other issues caused by factors outside of our reasonable control. 

Scheduled downtime

If scheduled downtime is necessary, we will give you at least 48 hours advance notice. However, we have never had to use a scheduled downtime during the lifetime of the Mews POS, and we would like to keep it the same way. We will always try to find ways, how to maintain the system without affecting its uptime. We have already committed to this by implementing zero-downtime updates of the system. 

03 SLA Credits

If Mews POS does not meet the monthly uptime of 99.95%, Mews will offer you financial credits. The financial credits represent a sum calculated as a percentage of your monthly Fees for the Mews POS (fee for the provision of Services excluding installation and training fees, the Partner service fees, travel and other costs and other one-off fees as may be applicable) (the "Monthly Fee") that will be credited to your future invoice. 

 

Financial credits are calculated as follows: 

Financial credits = (99.95 – actual monthly uptime) × 5% of Monthly Fee 

 

Formula shall be read as follows: 

Guaranteed uptime amounting to 99.95% minus actual monthly uptime, the difference between these values multiplied by 5% of the Monthly Fee. 

For example, if the actual monthly uptime is 99.5%, you would be eligible to receive: (99.95 - 99.5) × 5% of Monthly Fee = 2.25% of your Monthly Fee. 

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. 

How to claim

As explained, downtime does not affect everyone at the same time or in the same way, and therefore we find it reasonable to provide financial credits only upon your request. Our relationship is based on trust. We believe that you will ask for credits only if you think you should receive them. To receive the credits, contact us by sending an email to your Customer Success representative by the 15th of the month following the month in which monthly uptime of 99.95% was not met. 

The financial credits set for in this section are the sole and exclusive remedy for you, and Mews's sole and exclusive liability, for any failure of Mews to meet any obligations arising out of this SLA. 

Note: SLA Credits are not paid as cash. They are applied as a reduction against future subscription fees due under the applicable Commercial Schedule. 

04 Support

How to contact support

Partner may contact Mews support for Mews POS by: 

 

  • submitting a request through the Mews Help Centre; or 

 

Where Partner contacts Mews via the Help Center, Mews will acknowledge receipt of the request and resolve the reported incident within the timeframes set out below, having regard to the incident category. 

Incident categories

Critical incident

Requests for support concerning errors due to which Mews POS is completely unavailable (failure of the whole Mews POS Services). 

High Priority incident

Requests for support concerning:

(i) a failure of one or more core functions of Mews POS not causing complete unavailability (such as unavailability of card payment processing or inability to take payments); or

(ii) core functions are available, but Mews POS is operating at a materially impaired rate (such as significant and sustained slow performance). 

General incident

Requests for support concerning:

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

(ii) other errors; or

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

Response and resolution targets

If you contact Mews Support, Mews will acknowledge the receipt of your request within the specified response time by solving the root cause of the incident or implementing a workaround or any other method of resolving the request/incident. 

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. 

 

Incident Category 

Response Time 

Critical 

6 hours 

High Priority 

12 hours 

General 

24 hours 

05 Knowledge and Self-service

All Partners subscribed to POS Services have unlimited access to: 

  • Knowledge Base: A comprehensive library of guidelines, FAQs, and operational articles relating to the POS Platform and POS Services, available at help.mews.com. 

  • Mews University: A library of video tutorials and onboarding resources to help Partner teams get started with and maximise use of the Mews POS 

06 Miscellaneous

Where Partner has subscribed to Mews POS Services that include embedded payments (Mews Payments), the following additional provisions apply in respect of support response: 

 

  1. Payment processing issues attributable to Google Pay or Apple Pay infrastructure are governed by the applicable third-party terms referenced in the POS Specific Terms and are excluded from Unavailability for SLA Credit purposes.

  2. Acquirer-initiated suspensions or transaction limit adjustments do not constitute Unavailability and are not subject to SLA Credits.

  3. Partner must comply with all Card Reader installation, use, and return obligations set out in the POS Specific Terms to maintain eligibility for SLA Credits in respect of Card Reader-related incidents. 

 

 

 

 

 

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