Smart Lock Integration SLA

0. Preamble

This Service Level Agreement ("SLA") sets out the operational commitments of Aloha Systems Corp. regarding the Smart Lock Integration. It applies only to Users who have activated that integration.

1. Scope and relationship with other documents

1.1 This SLA forms part of the Terms and Conditions for the Smart Lock Integration (the "Smart Lock Terms"). Capitalized terms not defined here have the meaning given to them in the Smart Lock Terms.

1.2 In the event of a conflict between this SLA and the Smart Lock Terms on matters of availability and support, this SLA prevails. For the Smart Lock Integration, this SLA prevails over the Axis Pro Service Level Agreement. Matters not covered here are governed by the Axis Pro Service Level Agreement.

1.3 This SLA does not create any performance guarantee regarding the locks, gateways, the Property's internet connection or the Lock Provider's services, which are outside the control of Aloha Systems Corp.

2. Definitions

“Third-Party Elements” means the locks and their batteries, the gateways and their Wi-Fi connections, the Property's internet connection, and the Lock Provider's applications, websites and cloud services.

“Incident” means an unplanned interruption or material degradation of the Access Functions caused by a failure of the Smart Lock Integration in the Axis Pro systems.

“Business Hours” means Monday to Friday, 8:30 a.m. to 6:00 p.m., local time in the country of the User making the request, excluding public holidays in that country, unless the User's Order Form provides otherwise.

“Scheduled Maintenance” means planned downtime communicated in advance in accordance with Section 4.

3. Service commitment

3.1 Scope. Aloha Systems Corp.'s commitment is limited to the Access Functions performed in the Axis Pro systems. It does not cover Third-Party Elements.

3.2 Reasonable efforts. Aloha Systems Corp. will use commercially reasonable efforts, consistent with standard industry practices, to keep the Access Functions available. It does not commit to a fixed availability percentage.

3.3 Dependence on the Lock Provider. The Smart Lock Integration depends on the Lock Provider keeping its services operational. If they are unavailable, Axis Pro will not be able to perform the Access Functions until they are restored, and such unavailability does not constitute an Incident. Where operationally feasible, Aloha Systems Corp. will notify the User of known Lock Provider interruptions affecting its Property.

3.4 No guarantee. Nothing in this SLA constitutes a guarantee of uninterrupted or error-free operation, or of physical access to the Property.

4. Scheduled maintenance

Aloha Systems Corp. will use commercially reasonable efforts to notify the User at least forty-eight (48) hours in advance of any Scheduled Maintenance that may affect the Access Functions, except for emergency maintenance due to a security vulnerability or critical issue, in which case it will notify the User as soon as reasonably possible. Routine maintenance will be scheduled during low-usage periods, taking into account usual check-in and check-out times. Before Scheduled Maintenance, the User must ensure that Guests arriving during that period have an alternative means of entry.

5. Exclusions

The following are excluded from any commitment under this SLA:

• (a) failures, interruptions or degradation of Third-Party Elements, including cases in which an Access Credential is not generated, not sent, does not reach the lock or does not work for those reasons;
• (b) failures of the gateway, the lock's Wi-Fi connection or the Property's internet connection;
• (c) Scheduled Maintenance;
• (d) force majeure events, in accordance with the Axis Pro Terms and Conditions or the applicable MSA;
• (e) issues caused by the User's incorrect configuration, including incorrect assignment of locks to units or rooms, or bookings with incorrect data;
• (f) changes to the credentials of the account with the Lock Provider made by the User without updating them in Axis Pro;
• (g) the closure or suspension of the User's account with the Lock Provider;
• (h) the registration and use of biometric data on the lock, which are the responsibility of the User under Section 9.5 of the Smart Lock Terms; and
• (i) any limitation or suspension of the Smart Lock Integration permitted by the Smart Lock Terms.

6. Severity levels and response times

Aloha Systems Corp. classifies Incidents reported by the User according to the following levels. The times indicated are target initial response times and are subject to periodic review in accordance with Section 11.

When a Guest cannot enter due to a failure of Third-Party Elements, there is no Incident. In that case, the User must use the alternative means of entry required under Section 7(c) of the Smart Lock Terms.

7. Incident handling

7.1 Aloha Systems Corp. handles Incidents during Business Hours. Incidents reported outside Business Hours will be handled from the start of the next Business Hours period, and Severity 1 Incidents will take priority over the others.

7.2 While an Incident is being handled, and especially outside Business Hours, the User may delete or disable an Access Credential directly from the Lock Provider's application or platform, and must do so when there is a risk to the security of the Property or its Guests.

7.3 The times in this SLA are target initial response times. They do not constitute a commitment to resolve the Incident or to enable physical access to the Property.

8. Incident reporting and communication

8.1 The User reports Incidents by writing to support@axispro.travel. The report must indicate the Property, booking and lock affected.

8.2 For Severity 1 and 2 Incidents, Aloha Systems Corp. will periodically inform the User of the status of the Incident until it is resolved and, at the User's request, will provide a subsequent summary of the cause and the measures taken.

8.3 The User may escalate unresolved Severity 1 or 2 Incidents by writing to support@axispro.travel.

9. Service credits

The Smart Lock Integration does not grant service credits, unless the User's Order Form provides otherwise. The User's remedies are those set out in the Smart Lock Terms.

10. Liability

The liability of Aloha Systems Corp. arising from this SLA is governed by Section 13 of the Smart Lock Terms.

11. Changes

Aloha Systems Corp. may modify this SLA in accordance with Section 17 of the Smart Lock Terms, with at least thirty (30) days' notice. If the User does not agree, it may deactivate the Smart Lock Integration before the change takes effect.