1.Service Availability
Easewaycorp will use commercially reasonable efforts to maintain the availability of the Services at 99.5% per calendar month, excluding Scheduled Maintenance and the Exclusions specified in this SLA.
Service availability refers to the availability of the core Easewaycorp platform and does not guarantee the availability of any particular travel inventory, airline, hotel, payment gateway, API, third-party service or transaction.
2.Scheduled Maintenance
Easewaycorp may carry out scheduled maintenance, upgrades, security updates and other planned activities required for the proper operation of the Services.
Where reasonably practicable, advance notice of scheduled maintenance will be provided. Scheduled Maintenance will not be treated as downtime for the purpose of calculating Service Availability.
3.Emergency Maintenance
Easewaycorp may carry out emergency maintenance without prior notice where reasonably necessary to protect the security, integrity, performance or availability of the Services or to comply with applicable law.
Emergency maintenance will be excluded from downtime where it is reasonably required for such purposes.
4.Support
Easewaycorp will provide reasonable technical support through the support channels communicated to the customer.
Support will generally cover issues relating to the Easewaycorp platform, APIs and other Services provided by Easewaycorp.
Issues relating to third-party systems, airlines, hotels, payment gateways, telecommunications providers or customer systems may require coordination with the relevant third party and may take additional time to resolve.
5.Incident Priority
Easewaycorp may classify incidents based on their severity:
| Priority | Description | Target Initial Response |
|---|---|---|
| P1 – Critical | Complete or substantial unavailability of the core Services | Within 2 hours |
| P2 – High | Material degradation affecting important functionality | Within 4 hours |
| P3 – Medium | Limited functionality issue with an available workaround | Within 1 business day |
| P4 – Low | General query, minor issue or information request | Within 2 business days |
The above are target response times and not guaranteed resolution times.
6.Incident Resolution
Easewaycorp will use commercially reasonable efforts to investigate and resolve reported incidents based on their priority and technical nature.
Resolution time may depend on the complexity of the issue, third-party dependencies, customer cooperation and availability of required information.
Where immediate resolution is not reasonably possible, Easewaycorp may provide a workaround or alternative solution where reasonably available.
7.Customer Responsibilities
The customer shall:
- provide accurate information and sufficient details regarding reported issues;
- provide reasonable access and cooperation required for troubleshooting;
- maintain its own internet connection, devices, systems and integrations;
- comply with applicable technical requirements and instructions;
- maintain appropriate account and access security; and
- promptly notify Easewaycorp of any suspected security or service issue.
Easewaycorp shall not be responsible for service issues caused by the customer’s systems, configurations, misuse, unauthorised changes or failure to comply with applicable instructions.
8.Third-Party Services
The Services may depend upon third-party systems, including airlines, hotels, payment gateways, banks, telecommunications providers, cloud providers, API providers and other technology or travel service providers.
Easewaycorp does not guarantee the availability, performance or continuity of third-party services. Any downtime, delay, failure or disruption caused by such third parties shall not be counted as Easewaycorp downtime under this SLA.
9.Exclusions
Service availability and SLA commitments shall not apply to downtime, delay or failure caused by:
- Scheduled or Emergency Maintenance;
- Force Majeure Events;
- third-party systems or services;
- internet, telecommunications or network failures outside Easewaycorp’s reasonable control;
- customer systems, integrations or equipment;
- incorrect configuration or unauthorised modifications by the customer;
- misuse or violation of the applicable terms by the customer;
- security incidents caused by the customer or its authorised users;
- suspension required for security, legal or regulatory reasons; or
- any other circumstances beyond Easewaycorp’s reasonable control.
10.Service Credits
Unless expressly agreed otherwise in a separate written agreement, failure to meet the Service Availability target shall not automatically result in any refund, compensation, penalty or service credit.
Where a service credit is expressly agreed, it shall be the customer’s sole and exclusive remedy for failure to meet the applicable SLA, subject to the terms of the relevant agreement.
11.No Guarantee of Business Outcome
The SLA relates only to the technical availability and support of the Services.
Easewaycorp does not guarantee any particular booking volume, transaction volume, revenue, conversion, approval, travel inventory, customer response or business outcome.
12.Changes to Services
Easewaycorp may modify, upgrade, replace or improve the Services from time to time for operational, technical, security, legal or business reasons, provided that such changes do not materially reduce the core functionality of the Services.
13.Limitation of Liability
To the maximum extent permitted by applicable law, Easewaycorp shall not be liable for any indirect, incidental, special or consequential loss, loss of profit, loss of business, loss of opportunity or loss arising from third-party services or circumstances beyond its reasonable control.
The SLA does not create any liability beyond the limitations and exclusions contained in the applicable User Agreement, MSA or other agreement between the parties.
14.Force Majeure
Easewaycorp shall not be liable for any failure or delay in providing the Services caused by events beyond its reasonable control, including natural disasters, pandemic, war, government restrictions, strikes, cyber incidents, power or network failures, third-party failures or other Force Majeure Events.
15.Governing Terms
This SLA shall be read together with the applicable Easewaycorp User Agreement, Privacy Policy and other applicable terms published on the Website or agreed with the customer.
In the event of any conflict, the terms of the specific written agreement between Easewaycorp and the customer shall prevail.
16.Contact
For SLA and technical support queries:
Easewaycorp
A product of Ease Stay Private Limited
C-9, TVK Industrial Estate, Guindy, Chennai – 600032, Tamil Nadu, India
Email: bookings@easestay.com
Last updated 10 September 2026.