Service Level Agreement (SLA)

Availability and Performance Guarantees

99.9% Uptime Guarantee

Platform Availability

Response time within 4 hours for critical cases

Critical Response

This agreement defines the performance and service standards we commit to for our partners to ensure the stability of their operations...

1. Service Availability Guarantee

RamzOS commits to a Monthly Uptime Percentage of at least 99.9%. This availability refers to the operational status of the core PMS and Odoo synchronization hooks. Our engineering team monitors the ecosystem 24/7 to prevent any disruption to your hospitality or tourism operations.

2. Support & Maintenance Window

We understand that seasons like Hajj and Peak Tourism have no downtime. Maintenance is scheduled during extremely low-traffic windows and never without a redundant failover active. For critical P1 tickets, our response time is strictly monitored to be within 4 hours.