For Even Hotels, what constitutes "Available" or "Availability" in the context of the PMS Solution's Monthly Uptime Availability?

According to Even Hotels' 2025 Franchise Disclosure Document, "Available" or "Availability" in the context of the PMS Solution means that the PMS Solution is accessible for use by the hotel. The "Monthly Uptime Availability" is calculated by starting at 100% and subtracting the percentage of minutes during the month that the PMS Solution was not available, excluding any "Excluded Downtime".

This definition is important for Even Hotels franchisees because it directly relates to the reliability of the PMS Solution and the potential for service credits if the system doesn't meet the uptime service level. Understanding what constitutes "Available" time versus "Excluded Downtime" is crucial for monitoring the system's performance and determining eligibility for service credits.

Excluded Downtime includes issues stemming from the hotel's own technology, internet service provider failures, force majeure events, scheduled maintenance, emergency maintenance for security, or actions/inactions of the hotel or third parties. Therefore, franchisees should ensure their own systems and internet connections are robust to avoid impacting the PMS Solution's availability and their eligibility for service credits. Claim eligibility also requires the hotel to be current on all payments to IHG and to submit any service credit claim by email within fifteen days after the end of the calendar month in which the failure occurred. IHG's verification of availability is considered final and binding.