Service Level Agreement

This SLA is published in three full-text language versions within this document: English, Español, and Português. Each version applies in full; in the event of conflict, see Section 11 (Governing Language).

0. Preamble

This Service Level Agreement ("SLA") supplements and elaborates on Section 2.5 (Availability) of the Axis Pro Master Service Agreement, and on Section 12 (Service availability and disclaimer) of the Axis Pro Terms and Conditions, between Aloha Systems Corp., a Delaware corporation, operator of the Axis Pro hospitality management platform ("Aloha Systems Corp." or "we"), and Client. This SLA describes Aloha Systems Corp.'s operational commitments regarding the availability of Axis Pro, the severity classification of incidents, and target response times for technical support. This SLA does not create any uptime guarantee with respect to Booking Channels, payment rails, or other third-party infrastructure outside Aloha Systems Corp.'s direct control, as further described in Section 2 below. In the event of any conflict between this SLA and the Master Service Agreement, the Master Service Agreement controls.

1. Definitions

"Axis-Controlled Systems" means the components of Axis Pro that Aloha Systems Corp. directly develops, hosts, and operates, including the Property Management System, the Channel Manager engine, the AI Co-Manager, the Spaces module, the application programming interfaces (APIs), the User dashboard, webhooks, and associated application infrastructure.

"Third-Party Booking Channel Dependent Services" means functionality that requires execution by Booking Channels (online travel agencies, global distribution systems, or other connected reservation channels), Aloha Pay, other payment providers, or other external infrastructure not controlled by Aloha Systems Corp.

"Incident" means any unplanned interruption or material degradation of Axis Pro.

"Scheduled Maintenance" means planned downtime communicated in advance in accordance with Section 3.

"Business Hours" means Monday through Friday, 9:00 a.m. to 6:00 p.m., Santiago de Chile time, excluding Chilean public holidays, unless otherwise specified in the applicable Order Form.

Capitalized terms not defined herein have the meanings given to them in the Axis Pro Master Service Agreement or the Axis Pro Terms and Conditions, as applicable.

2. Availability Commitment

2.1 Axis-Controlled Systems. Aloha Systems Corp. will use commercially reasonable efforts, consistent with industry-standard practices, to maintain the highest practicable availability of the Axis-Controlled Systems, including through architectural redundancy, continuous monitoring, and automated alerting. Aloha Systems Corp. does not commit to a fixed uptime percentage; rather, Aloha Systems Corp.'s commitment is to apply commercially reasonable efforts and industry-standard engineering practices to maximize availability of the systems within its direct control.

2.2 Third-Party Booking Channel Dependent Services. Axis Pro depends on Booking Channels, Aloha Pay and other payment providers, and other external infrastructure to synchronize availability, process reservations, and enable Payments. Aloha Systems Corp. does not control, and makes no availability commitment with respect to, the uptime or performance of any Booking Channel, payment provider, or other third-party infrastructure. Aloha Systems Corp. will use commercially reasonable efforts to: (a) work with reputable Booking Channels and integration partners; (b) monitor the performance and availability of connected Booking Channels; and (c) where commercially and operationally feasible, alert Client of known Booking Channel outages affecting its Properties.

2.3 No Guarantee. Nothing in this SLA constitutes a warranty or guarantee of uninterrupted or error-free operation of Axis Pro.

3. Scheduled Maintenance

Aloha Systems Corp. will use commercially reasonable efforts to provide Client with at least forty-eight (48) hours' advance notice of Scheduled Maintenance reasonably expected to affect the availability of the Axis-Controlled Systems, except in the case of emergency maintenance required to address a security vulnerability or critical issue, in which case Aloha Systems Corp. will provide notice as promptly as reasonably practicable. Aloha Systems Corp. will use commercially reasonable efforts to schedule routine maintenance during low-traffic windows, taking into account typical check-in and check-out times.

4. Exclusions

The following are excluded from any availability commitment under this SLA: (a) outages or degradation caused by Booking Channels, Aloha Pay, other payment providers, or other Third-Party Booking Channel Dependent Services; (b) Scheduled Maintenance; (c) Force Majeure events as defined in Section 14.4 of the Master Service Agreement; (d) issues caused by Client's own systems, networks, or misuse of Axis Pro; (e) issues arising from Client's failure to follow Aloha Systems Corp.'s API documentation or integration guidelines; and (f) any suspension of Axis Pro permitted under the Master Service Agreement or the Axis Pro Terms and Conditions.

5. Incident Severity Levels and Support Response Targets

Aloha Systems Corp. classifies Incidents reported by Client according to the following severity levels and target initial response times. These targets reflect Aloha Systems Corp.'s current operational commitment and are subject to confirmation and periodic review by Aloha Systems Corp.'s support and engineering teams.

Client may report Incidents through the channels designated in the applicable Order Form or at axispro.travel/support.

6. Status Page and Incident Communication

Aloha Systems Corp. maintains a status page reflecting the operational status of the Axis-Controlled Systems. For Severity 1 and Severity 2 Incidents, Aloha Systems Corp. will provide periodic updates to affected Clients until resolution and, upon request, a post-incident summary describing the cause and remediation measures.

7. Service Credits

Service credits, if any, in connection with sustained unavailability of the Axis-Controlled Systems not excluded under Section 4 may be set forth in the applicable Order Form. In the absence of service credit terms in an Order Form, Client's remedies for any Incident are as set forth in the Master Service Agreement.

8. Escalation

Client may escalate unresolved Severity 1 or Severity 2 Incidents through the escalation path designated in the applicable Order Form or by contacting support@axispro.travel.

9. Reporting

Upon Client's written request, no more than once per calendar quarter, Aloha Systems Corp. will provide a summary report of the availability of the Axis-Controlled Systems and any Severity 1 Incidents during the relevant period.

10. Relationship to the MSA; Amendments

This SLA forms part of, and is incorporated by reference into, the Axis Pro Master Service Agreement. Aloha Systems Corp. may amend this SLA in accordance with Section 14.2 of the Master Service Agreement (Amendments).

11. Governing Language

This SLA is published in English, Spanish, and Portuguese. In the event of any conflict or inconsistency among versions, the English version shall prevail.