SLA

1. Purpose and scope

This Service Level Agreement (hereinafter the “SLA”) sets out the service quality commitments that Arhon Concept AG undertakes to meet in providing the Arhon® software to all of its customers.

This SLA applies to all customers of Arhon Concept AG. There is a single service level, identical for all establishments. Any reference to the “Customer” means, without distinction, any establishment that has subscribed to a licence for the Arhon® software. This SLA forms an integral part of the contract and becomes binding upon acceptance of the main contract, the offer or the order form incorporating the General Terms and Conditions (GTC).

Arhon Concept AG is the Customer’s sole point of contact for all matters relating to the Software.

1.1 Services covered by this SLA

• Hotel Management System (PMS — Property Management System)
• Rate and availability management (internal dashboard)
• Invoicing and payment management
• Reporting and statistics module
• Administration and configuration interface

1.2 Partner services — scope and support

Partner services are handled differently depending on whether they are subscribed through Arhon Concept AG or directly by the Customer.

1.2.1 Partner services subscribed through Arhon Concept AG

For establishments located in Switzerland and Liechtenstein, in accordance with article 12.1 of the GTC, only the following services may be subscribed through Arhon Concept AG:

The Customer therefore contacts Arhon Concept AG first. The Customer does not need to create a ticket with the partner. Any tickets opened with the partner are managed by Arhon as part of the technical escalation. The partner’s own service levels, resolution times and availability remain those of the partner and are not guaranteed by this SLA.

1.2.2 Other partner services contracted directly by the Customer

All other partner services or third-party integrations, in particular payment solutions, guest cards, key management systems and POS / restaurant tills, are subject to a direct contractual relationship between the Customer and the partner concerned. Their subscription, invoicing and support are the direct responsibility of that partner.

For these services, Arhon Concept AG is responsible solely for the operation of the technical interface with Arhon®, insofar as that interface falls within its scope. Where an incident originates in the partner’s service or infrastructure, the Customer contacts the partner with whom it has contracted directly. Arhon may provide useful technical information about its interface but does not provide contractual support for the third-party service.

In accordance with article 12 of the GTC, the unavailability or malfunction of a partner service cannot be attributed to Arhon Concept AG where it originates in the partner’s systems or services. However, where the Channel Manager or the online booking engine is subscribed through Arhon, Arhon remains the Customer’s first point of contact and handles escalation to the partner as described above.

2. Technical architecture and hosting

2.1 Infrastructure operated by 2le

The Arhon® Software is hosted on a High Availability (HA) Cluster infrastructure operated by 2le, the technical service provider of Arhon Concept AG. The Customer has no contractual relationship with 2le. Arhon Concept AG remains solely responsible to the Customer for all commitments under this SLA.

The architecture is based on two execution nodes (dedicated virtual machines) located in separate data centres. The Software can automatically fail over from one data centre to the other if the primary site fails. Database replication to the standby node is asynchronous.

2.2 Disaster recovery plan (DRP)

Asynchronous replication may result in the loss of data not yet replicated at the time of failover to the secondary data centre.

2.3 Monitoring

StatusCake monitoring is the official source for calculating the monthly availability rate. Alerts are sent to 2le and Arhon administrators by email, Telegram message and SMS. The Customer may ask to be added to the alert recipients.

2.4 Backup

• Email alert if a backup is not performed
• Daily monitoring of backups by 2le

2.5 Annual infrastructure governance

These reviews are documented and sent to Arhon Concept AG, which undertakes to provide them to the Customer on request.

3. Definitions

4. Availability and continuity commitments

4.1 Monthly availability

4.2 Service continuity and recovery

These commitments are delivered by the HA Cluster infrastructure operated by 2le on behalf of Arhon Concept AG, excluding the cases defined in article 5.

The 24-hour RPO and 8-hour RTO are last-resort commitments. During the most recent restoration test, carried out on 21 August 2026 on the application, the database and the application volumes, full restoration took 35 minutes; this observed duration is indicative and does not constitute a contractual commitment.

5. Limitation of liability — Exclusions from the calculation

The following cases are not included in the monthly availability calculation and do not give rise to any liability on the part of Arhon Concept AG:

6. Support and incident management

6.1 Arhon support hours

For the Channel Manager and the online booking engine subscribed through Arhon Concept AG, the Customer contacts Arhon first, which provides first-level support and any escalation to the partner. For other partner services contracted directly by the Customer, support is provided by the partner concerned.

6.2 Priority levels and commitments

P1 response times are guaranteed within 1 hour during support hours. P1 incidents detected by automatic monitoring (StatusCake/Shinken) may trigger an intervention outside support hours.

Levels P1 to P4 define the handling priority under this SLA. The internal labels U1, U2 and U3 used in tickets sent to developers are solely an internal organisational tool and do not alter either the P1 to P4 classification or the service commitments under this SLA.

6.3 Incident reporting channel

Support requests and incident reports should be sent to: support@arhon.ch.

This address is the official channel for handling and tracking support requests. Arhon Concept AG provides first-level support and, where necessary, escalates internally to its developers or, for the Channel Manager and the online booking engine subscribed through Arhon Concept AG, to the partner concerned.

6.4 Arhon® Cookbook — Self-service help resource

Before contacting support, customers can use the Arhon® Cookbook, a comprehensive user guide that Arhon Concept AG makes available to all its customers, accessible directly from the software’s bottom menu bar at every login, without leaving the interface.

It covers in particular the following procedures: reservation, check-in, check-out, email notifications, invoicing, payment, eHESTA, establishment configuration, as well as frequently asked questions and solutions to common issues.

7. Maintenance and updates

7.1 Infrastructure maintenance

Infrastructure maintenance means any technical intervention on the servers, network or system components operated by 2le that requires a temporary interruption of the Arhon® software.

Infrastructure maintenance operations are notified to the Customer by email at least 48 hours in advance. They are preferably carried out between 01:00 and 05:00 (Swiss time), for a maximum duration of 4 hours per intervention. In a critical emergency, the notice period may be reduced to 4 hours.

7.2 Application updates

Thanks to the two-node HA Cluster architecture operated by 2le, application updates are generally deployed without service interruption by switching between the nodes.

8. Service credits

8.1 Principle

If the guaranteed monthly cumulative downtime (3 h 39 min 8 s) is exceeded, after applying the exclusions in article 5, the Customer receives a service credit equivalent to one month’s subscription, applied as a one-month extension free of charge.

This service credit is the Customer’s sole financial remedy in the event of Software unavailability, in accordance with article 13 of the General Terms and Conditions of Sale and Use.

8.2 Claims procedure

The Customer sends a written request to billing@arhon.ch within 30 days of the end of the month concerned, stating the references of the incidents and the periods of unavailability observed. The credit is applied as a one-month extension of the subscription free of charge.

This mechanism is the Customer’s sole financial remedy in the event of failure to meet the service levels.

9. Customer obligations

• Have a stable internet connection (minimum 10 Mbps recommended per workstation)
• Use up-to-date web browsers (Chrome, Firefox, Edge — version n-1 minimum)
• Appoint a technical contact and a functional contact
• Report incidents through the official channels of Arhon Concept AG
• Report incidents relating to a partner service to that partner’s support, subject to article 1.2 for services resold by Arhon Concept AG
• Provide accurate information when reporting incidents
• Ensure that each user sets up two-factor authentication on their own device and does not circumvent it, in particular by sharing codes or the authentication device
• Deactivate without delay the account of any employee leaving the establishment
• Not modify system configurations without the prior agreement of Arhon Concept AG
• Pay the fees due within the contractual deadlines

10. Confidentiality and data protection

Arhon Concept AG processes the Customer’s data as a Processor within the meaning of article 28 of the GDPR (EU Regulation 2016/679) and the revised Swiss Federal Act on Data Protection (FADP). In this capacity, Arhon Concept AG ensures that 2le, as the sub-processor responsible for hosting, complies with the same personal data protection obligations. The data is hosted in France. A Data Processing Agreement (DPA) is appended to the main contract.

11. Term, termination and reversibility

11.1 Term

This SLA takes effect on the date of signature or acceptance of the main contract, the offer or the order form incorporating the GTC, and remains applicable for the entire duration of the contractual relationship, which is tacitly renewable. Any change to this SLA is subject to the amendment procedure set out in the preamble to the General Terms and Conditions of Sale and Use, including written notice at least 30 days in advance.

11.2 Data portability

Downloading and backing up its data is the responsibility of the Customer, who downloads it from the software free of charge throughout the term of the contract and during the read-only access maintained for 30 days after it ends. Upon expiry or termination of the contract, the Customer may also request in writing, within three months, a full export performed by Arhon Concept AG, provided in a standard exportable format (CSV or XML) within 30 calendar days of the request. Any extraction performed by Arhon Concept AG at the Customer’s request is a paid service, invoiced at the applicable rate, including where it is required by applicable regulations or in connection with an audit or request from the tax authorities, another authority or legal proceedings. In the absence of a request from the Customer, no automatic extraction is performed.

The data is then deleted in accordance with article 15 of the General Terms and Conditions of Sale and Use and article 3.4 of the DPA.

12. NF 525 compliance and traceability of interventions

The Arhon® software is designed to meet the requirements of the NF 525 standard for point-of-sale and management software, applicable to VAT-registered establishments operating in France.

12.1 Traceability of technical interventions

• Time-stamped logging of all technical interventions
• Recording of all administrator access to the system
• Traceability of application updates and deployed fixes
• Retention of incident logs and their resolution

12.2 Log retention

These periods concern the technical logs and availability reports produced by Arhon Concept AG to ensure the traceability of its own interventions. They do not constitute retention of the Customer’s data.

12.3 Provision in the context of an audit or tax inspection

On the Customer’s written request, Arhon Concept AG undertakes to provide within 5 business days: the history of technical interventions, the corresponding availability reports, the documentation of deployed updates, as well as the proof of commitment to NF 525 certification and the establishment’s individual certificate of compliance. Once issued by AFNOR Certification, the NF 525 certificate replaces these two documents.

12.4 Technical extraction of Customer data

Independently of the free download permanently available in the software, the Customer may request in writing to support@arhon.ch a technical extraction of its data during the term of the contract: reservations, stays and transactions, invoicing and payment data. The data is provided in CSV or XML within 30 calendar days.

12.5 Data inalterability

The Arhon® software implements mechanisms designed to ensure the inalterability of recorded transaction data. No maintenance intervention or update retroactively modifies the data of closed transactions. The compliance of these mechanisms with the requirements of inalterability, security, retention and archiving will be attested by the NF 525 certificate once issued.

13. General provisions

• Governing law: Swiss law
• Jurisdiction: the competent courts of Lucerne (Canton of Lucerne, Switzerland), in accordance with article 20 of the GTC, subject to any mandatory places of jurisdiction
• Official languages: this SLA is available in French and German. This English version is a translation provided for information purposes only. Only the French and German versions are binding; in the event of any discrepancy, the French version shall prevail.
• Order of precedence: the General Terms and Conditions of Sale and Use form the contractual basis. This SLA takes precedence over them on any matter relating to availability, continuity, support and service levels. The Data Processing Agreement (DPA) takes precedence for the processing of personal data, and the annex specific to the country in which the Customer is established for the provisions it covers
• The invalidity of any clause does not affect the validity of the other provisions
• This SLA supersedes any prior agreement relating to Arhon service levels
• Any change to this SLA follows the procedure set out in the preamble to the GTC. It is communicated to the Customer in writing, by email or in the Software at least 30 days before it takes effect. Adjustments strictly necessary to comply with a law, regulation, decision of an authority, or a documented security or certification requirement may take effect immediately. For any other significant change unfavourable to the Customer, the Customer may object under the conditions set out in the preamble to the GTC.

14. Acceptance and enforceability

This Service Level Agreement is a public document applicable to all customers of Arhon Concept AG. It becomes binding upon signature or acceptance of the main contract between the Customer and Arhon Concept AG, without any separate signature of this document being required.

The Customer acknowledges having read this SLA and accepts its provisions by subscribing to the Arhon® software. Any change to the SLA follows the amendment procedure set out in the preamble to the General Terms and Conditions of Sale and Use, in accordance with article 11.