Service Level Objectives

Integration Services — Deployment & Support

‍

1.  Purpose & Nature of These Objectives

The following Service Level Objectives (“SLOs”) represent Hapi’s good-faith performance targets for the implementation and ongoing support of its integration services. These are objectives, not guarantees, and do not constitute Service Level Agreements (“SLAs”). No service credits, financial penalties, or other remedies attach to these objectives.

Hapi measures its performance against these targets over rolling quarterly periods on a commercially reasonable, best-efforts basis. Achievement of these objectives is contingent upon the Partner and its end customers fulfilling their respective obligations — including timely provision of access, credentials, environments, and information, and reasonable responsiveness during active engagements. These objectives exclude any delay or failure attributable to factors outside Hapi’s reasonable control, including third-party brand or endpoint availability, scheduled maintenance, and force majeure events.

‍

2.  Deployment Objectives

2.1 Deployment of New Integrations

This section applies to the deployment of a newly developed integration between Hapi and a partner. Hapi is committed to onboarding new integration partners efficiently and transparently. The timeframes below represent Hapi’s planning targets for the portion of implementation work within Hapi’s direct control. They are estimates based on current delivery capacity, not guarantees, and assume timely partner participation throughout. 

These estimates will change based on the actual development timeline agreed upon during project scoping.

‍

Integration complexity is assessed by Hapi at project scoping. Standard integrations follow established connectivity patterns; complex integrations involve custom development to a partner API or spec, multiple systems, or partner-side certification requirements.

The timeframes above reflect Hapi’s good-faith performance targets for the implementation and ongoing support. Active working time excludes periods awaiting partner or end-customer input, deliverables, access, credentials, or third-party certification. Stated timelines pause during any such period. Go-live targets assume the partner completes certification testing and provides production credentials within agreed milestone dates.

2.2  Property Additions (Existing Integrations)

This section applies where a partner adds new properties to an existing, live integration — requiring configuration and onboarding only, with no new development. Hapi targets the following activation timeframes. These represent Hapi’s planning targets for active working time and assume the partner provides complete and accurate configuration data at request

‍

Activation timeframes assume the partner submits complete and accurate property configuration data (property codes, connectivity details, and required mappings) using Hapi’s standard intake process. The clock begins upon Hapi’s receipt of complete configuration data and pauses pending any corrections, missing information, or third-party (e.g., PMS or brand) provisioning dependencies.

Large-volume property additions are scheduled collaboratively in waves to ensure quality and stable activation. Hapi provides confirmation upon successful activation and data-flow validation for each property or wave.

3.  Support Objectives

3.1  Coverage

Hapi provides support coverage on a 24/7/365 basis. All severity levels are monitored and eligible for response at all times, including weekends and holidays.

3.2  Severity Levels & Response Targets

Hapi assesses and assigns severity to each reported issue according to the definitions below. The targets stated are initial-response objectives — the time within which Hapi targets an initial acknowledgment and engagement — and are not resolution commitments.

‍

3.3  Resolution

These objectives address time to initial response only. Hapi works diligently toward resolution of all reported issues and provides status updates at the cadences stated above, but does not commit to fixed resolution times, given the inherent variability in root cause and dependency on third-party systems.

3.4  Severity Assignment

Severity is assigned by Hapi in accordance with the definitions in Section 3.2 to ensure consistent prioritization across its portfolio. Hapi will consult with the Partner where the appropriate severity is unclear.

3.5  Exclusions

Response targets exclude delays attributable to third-party brand or endpoint availability (including, without limitation, hotel brand platforms), Partner or end-customer responsiveness, scheduled or emergency maintenance windows, and force majeure events.

‍

4.  Customer Success Objectives

Hapi aims to provide ongoing partnership support throughout the lifecycle of the relationship, including periodic business reviews, adoption and best-practice guidance, and a designated point of contact for strategic escalations. Specific engagement cadences will be established collaboratively with the Partner following implementation.

5.  Review & Amendment

Hapi reviews these objectives periodically and may update them to reflect changes in its service capabilities, infrastructure, or operating model. These objectives are provided for planning and alignment purposes and do not amend the commercial or liability terms of the underlying agreement.