The rule
The software company is open about outages, and quickly fixes problems that stop bookings.
- A public status page (a page showing whether the system is working) keeps incident history (Appendix A, T13). Any failure that stops guests completing a booking or payment, through any booking route, for any campground, is logged.
- It publishes a response time, in clock hours, for problems that stop bookings. "Response" means a person working the problem, not an automatic reply. The time is at most N hours · open.
- That time holds every day of the campground's season, weekends included.
- If it misses that time, the campground gets at least amount · open, paid in money or as a credit against fees it actually pays. The remedy is applied automatically, without a claim, and doesn't expire.
What this looks like
Saturday in July, online booking breaks. The manager checks the public status page, sees the outage logged, and gets a response within the published time.
If the software company misses that time, the remedy is something the campground actually receives. A discount on monthly fees is worthless if guests pay all the fees.
Why
Slow support is the most common complaint in campground owners' negative reviews. One contract's targets are 24 hours to respond when the system is down, and 3 to 5 days for problems that "materially impair" it. Its only uptime remedy is a 10% credit on monthly fees.
How it's checked
Software company
Look at the status page, and read the contract.
Pass
- (a)–(d) hold.
Fail
- Any is missing.
- The remedy needs a claim or expires.
- It's only a credit on fees the campground doesn't pay.
- Evidence
- Public · Contract
- Source
- S20 · O7 · Evidence E22