Contracts
Service levels and credits
What we commit to, how we measure it, and what you get back if we miss it.
1. Commitments
| What | Commitment |
|---|---|
| Urgent help (traveling now, or departing within 24 hours) | Available 24 hours a day, 7 days a week. Acknowledged within 5 minutes; an agent owns it within 15 minutes. |
| Standard requests | 8am–8pm ET and 8am–8pm AET, Monday to Friday. Acknowledged within 1 business hour; owned within 4 business hours. |
| Options for a new trip request | Sent within 4 business hours. |
| Traveler safety | first contact attempt within 30 minutes of an incident being confirmed. |
| Portal availability | 99.5% portal availability in each calendar month, excluding scheduled maintenance announced at least 48 hours ahead. |
2. How we measure
- Acknowledged means a person has replied to say they have the request. Owned means a named agent has taken it on and said what happens next. Automated replies don't count.
- Times run from when the request reaches us by phone, email or the portal. For standard requests, business hours are the office hours above.
- Availability is measured by an external check of the portal every 5 minutes. Scheduled maintenance announced in advance, and outages of the internet or a supplier's systems outside our control, are excluded.
- We report each month's results with the monthly report, on request for the Essentials plan and as standard on Managed and Enterprise.
3. Service credits
| If in a calendar month… | You receive |
|---|---|
| Fewer than 95% of urgent cases are owned within the commitment | 5% of that month's platform fee |
| Fewer than 90% of urgent cases are owned within the commitment | 10% of that month's platform fee |
| Fewer than 90% of trip requests get options within the commitment | 5% of that month's platform fee |
| Portal availability is below the target | 10% of that month's platform fee for each full 1% below the availability target |
Credits are capped at 20% of the month's platform fee in total, are applied to the next invoice, and must be claimed within 30 days after the end of the month. If we miss the urgent commitment in three months out of any six, you may end the agreement without penalty.
4. Exclusions
- Delays caused by information we asked for and didn't receive, or by your instructions
- Supplier systems, schedule changes, strikes, weather, air traffic control and similar events, though we still support affected travelers
- Requests made outside the channels we provide
- Any period when fees are more than 30 days overdue
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