Service Level Agreement
What you may hold us to
Your booking flow is the point where website visitors turn into paying guests. If it goes down, it costs money. So this page states numbers rather than intentions — deliberately chosen so that they are kept, not so that they read well.
The four commitments
Each measured over a calendar month.
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99.5%
Monthly availability
That allows for roughly 3.6 hours of downtime per month. Actual availability is measured every five minutes by an independent external service — the history is public, so you do not have to take our word for it.
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24 h
Response to enquiries
On working days, counted from when your email arrives. In practice usually the same day. A response means a human has read it and tells you what they are doing — not necessarily that it is already solved.
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4 h
Reaction to an outage
When guests cannot book, the working-day rule does not apply. Within four hours you get a status update — and then further updates until it is running again.
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48 h
Notice of maintenance
Planned work that may interrupt the service is announced by email at least two days in advance and scheduled outside typical booking hours. Routine updates happen without interruption.
What does not count as downtime
Not meant as an excuse but as an honest boundary: we cannot answer for systems that are not ours.
| Case | Why |
|---|---|
| Smoobu is unreachable | Without a response from Smoobu there is no availability and no pricing. We show your guests a clear message instead of an error page — we cannot prevent it. |
| An outage at the hosting or network provider | This covers outages at Railway or Cloudflare. We choose providers carefully and monitor them, but we do not control them. |
| Your own website is unreachable | The booking engine is embedded in your site. If the site itself is down, the embedded engine is not visible either. |
| Announced maintenance | Provided the 48 hours of notice were given. |
| Incorrect or missing details in your account | For example revoked Smoobu credentials, missing prices in Smoobu, or a cookie banner on your website blocking the embed. We still help you find the cause. |
If we miss it
If availability falls below 99.5% in a calendar month, you receive 10% of that month's fee as a credit; below 98% it is 25%; below 95% the full monthly fee. The credit is applied to your next invoice — you do not need to claim it, we come to you.
What this commitment deliberately is not: liability for lost bookings. The credit relates to what you pay for SmooBoost — for a single property that is €9 a month. Anyone wanting to insure a business risk beyond that should not do it through an SLA.
Independently of this, the business carries professional indemnity cover of €500,000 and public liability cover of €3,000,000. Details on the security page.
What you do in return
- You report an outage to [email protected] — the response time starts when that email arrives, not when the problem occurred.
- You keep the Smoobu connection valid and maintain your prices in Smoobu.
- You tell us if your email address changes — otherwise maintenance notices and warnings will not reach you.
Changes to this document
Any weakening of these commitments is announced by email at least 30 days in advance. Improvements apply immediately. The version that applies is the one published at the start of your current billing period.
Questions?
If your own operation needs commitments other than the ones stated here, talk to me — with several properties there is room to discuss it.