1. Scope
This Service Level Agreement ("SLA") applies to hotels with a paid JHotels subscription. It covers the hotel management app at jhotels.somict.com/app, its API, and the public booking portal at jbooking.somict.com. It forms part of our Terms of Service. Free trials are provided without an SLA.
2. Availability commitment
We aim for the Service to be available 99.5% of the time in each calendar month, measured by our automated monitoring, which checks the Service every 5 minutes.
The Service counts as unavailable when signed-in users cannot load the dashboard or save bookings because of a fault on our side. The following do not count as downtime:
- Planned maintenance announced in advance (see section 3)
- Problems with your internet connection, device, browser or local network
- Outages of mobile networks, power, or national internet services
- Outages of third-party services such as email delivery or payment providers
- Suspension of your account under the Terms of Service, or misuse of the Service
- Events outside our reasonable control (force majeure)
The hotel app keeps working offline for day-to-day tasks and syncs when the connection returns, so short outages usually do not stop front-desk work.
3. Maintenance
- Planned maintenance is done between 01:00 and 05:00 East Africa Time where possible.
- We give at least 48 hours' notice by email or in-app message for maintenance expected to last more than 15 minutes.
- Urgent security fixes may be applied with shorter notice.
4. Support
Contact support through the support section in your dashboard, by WhatsApp, or at info@somict.com. Support is available every day from 08:00 to 22:00 East Africa Time, in Somali, Amharic, Afaan Oromo and English.
| Priority | Example | First response |
|---|---|---|
| Critical | Nobody at the hotel can sign in or save bookings | Within 2 hours |
| High | A main feature (check-in, receipts, JBooking listing) is not working | Within 8 hours |
| Normal | A minor fault, or a how-to question | Within 24 hours |
| Low | Feature requests and suggestions | Within 3 working days |
Response times are measured within support hours. Critical issues reported outside support hours are handled as soon as support opens. We keep you updated until the issue is resolved.
5. Backups and recovery
- The database is backed up every day, and backups are kept for 30 days.
- Backups are stored separately from the main server.
- If data is lost because of a fault on our side, we restore from the most recent backup. Our target is to restore service within 8 hours of a major incident, with at most 24 hours of data loss.
- Hotel owners can export their data at any time from Settings → Export.
6. Incident communication
If an incident affects many hotels, we will post updates by email or in-app message, and send a short summary of what happened and what we changed once it is resolved.
7. Service credits
If monthly availability falls below the commitment, you can ask for a credit against your next invoice:
| Monthly availability | Credit |
|---|---|
| Below 99.5% | 10% of that month's subscription fee |
| Below 99.0% | 25% of that month's subscription fee |
| Below 95.0% | 50% of that month's subscription fee |
- Request the credit at info@somict.com within 30 days of the end of the affected month.
- Credits are applied to future invoices and are not paid out in cash.
- Service credits are your only remedy for missed availability, as set out in the limitation of liability in our Terms of Service.
8. Your responsibilities
- Keep your account details and staff passwords secure
- Use a supported, up-to-date browser
- Report issues with enough detail for us to reproduce them
- Let devices sync after working offline
9. Changes
We may update this SLA with 30 days' notice. Changes will not reduce the commitments for a billing period you have already paid for.
10. Contact
Questions about this SLA: info@somict.com.