SLA hotelRSV License Operative Support and Updates Service Agreement
hotelRSV User’s License, Operative Support and Updates Service
Upon activating hotelRSV, THE CLIENT (Hotel) has the right to the User’s License for “AS IS” modules and Operative Support according to the following terms:
Typical Response Times
Our Operative Support and Updates Service gives the right to preferential rates for:
I. Technical Support
II. Training and Consulting
III. Website Services, SEO, SMM, SEM, DNS, SSL FQDN
IV. Payment Gateways – Credit Card Payment
Credit card payment in national or foreign currency (depending on bank/gateway availability and contracted license with hotelRSV), with direct deposit straight to your hotel’s bank account.
Obligation to comply with the Privacy Terms according to current laws in each country
THE CLIENT is obliged to respect and adopt all the requirements that have been published in our Privacy Terms[AA1] , as well as complying with government regulations.
TripConnect Rules and Compliance
Our Operative and Technical Support is provided by our certified multidisciplinary team, who has years of experience in the use of Novohit and the required IT environment.
The hotelRSV software and system is distributed and installed “AS IS”, with the characteristics stipulated in the proposals, which are accepted by the CLIENT at the moment they acquire our services or user’s license.
Unjustified EMERGENCY priority on tickets are subject to additional cost of USD $120.00 per event. Justifiable Emergency cases: 1) Application down, or major malfunction causing significant and measurable business revenue loss 2) high numbers of staff from different Work stations/locations unable to perform their normal functions or critical deployment activity failed 3) Serious degradation of application performance or functionality for several users from different Work stations/locations.
Duration of the Agreement is subject to individual assigment and it is automatically renewed upon explicit termination by each party with 30 days notice unless other wise specified in individual agreements.
The expenses incurred by the system generation and installation, the parameterization and dimensioning of information, implantation, user training, and post-installation support are calculated by a work plan that is accepted by both parties. This plan covers the activities that are carried out by the assigned systems staff during the time stipulated in this plan.
In case the client is located outside the metropolitan area of Mexico City or Cancun, the client will cover the corresponding personal and aerial/ land transportation expenses, lodging, food and non-alcoholic beverage costs, and laundry service for each of the staff members assigned to the system’s implantation based on the work plan presented for the installation of equipment and/or for the implantation, training, and launch of the contracted system.
For remote training, the training schemes will be carried out virtually using technologic platforms provided by hotelRSV for these purposes. hotelRSV guarantees that the elements provided during the remote training process provide a comprehensive view for regular operations and for managerial operations. Once the pre-established training period has finalized, your staff will be ready to use the tool independently and with a high level of flexibility, as long as the client ensures that its staff is organized under the terms established in the work plan that was previously drafted by hotelRSV and THE CLIENT, always presenting its best ethical and professional demeanor.
For any of hotelRSV’s cloud computing services, an essential requirement is that broadband INTERNET ACCESS must be at least 2 MB (4 MB recommended) and that it works constantly and without interruptions. hotelRSV and its proprietary companies are not responsible for lack of service caused by, among others: inadequate updates of your electric networks/ local telecommunications, inadequate updates of your operative terminals, interrupted internet service (lack of payment, low speed, constant interruptions, configurations and network environments that do not comply with the requirements and standards published in our knowledge base).
Bank interface prices are defined upon activation and may vary for foreign currency payment interfaces. The client will absorb additional expenses in the case of particular developments or developments that require additional hours to the ones originally scheduled.
hotelRSV reserves the right to implement third-party advertisement in order to reduce costs.