Enterprise Reliability
Escapra is built to the reliability standards of financial infrastructure. Every integration comes with contractual SLAs, defined response tiers, and 24/7 monitoring.
99.9%
Uptime SLA
SLA Response Tiers
Every incident is categorised and response times are contractually guaranteed.
| Level | Definition | Response Time |
|---|---|---|
| Critical | Booking failures at imminent check-in or live reservation system outage. | 30 minutes |
| High | Booking changes or failures within 12–24 hours of check-in. | 1–3 hours |
| Medium | Non-urgent booking modifications or rate discrepancies. | 3–5 hours |
| Normal | General inquiries, onboarding questions, and non-time-sensitive support. | 5–10 hours |
Booking failures at imminent check-in or live reservation system outage.
Booking changes or failures within 12–24 hours of check-in.
Non-urgent booking modifications or rate discrepancies.
General inquiries, onboarding questions, and non-time-sensitive support.
Support Channels
Multiple routes to Escapra support, whichever is fastest for your situation.
Live Chat
Real-time chat support available in the Partner Portal for all active integration partners.
Partner PortalTechnical Docs
Comprehensive API reference, integration guides, and troubleshooting runbooks.
docs.escapra.comTicket Portal
Submit and track support tickets with SLA-tracked response times. Available 24/7.
24/7 availabilityRequire a Custom SLA?
Enterprise partners with specific uptime requirements or multi-region deployments can negotiate custom SLA terms.
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