For Even Hotels, what constitutes a Severity 4 issue with the PMS Solution?

According to Even Hotels' 2025 Franchise Disclosure Document, a Severity 4 issue with the PMS (Property Management System) Solution is defined as a problem that causes a non-critical component of the PMS Solution to be unusable or difficult to use. This means that while the system is still functioning, some of its less essential features may not be working correctly or may be challenging to operate.

For a prospective Even Hotels franchisee, understanding these severity levels is crucial because it sets expectations for the type of support they can anticipate and the response times for different issues. A Severity 4 issue, being less critical, has a target response time of 36 hours, which is considerably longer than the response times for more severe issues. This implies that franchisees need to be prepared to handle these less critical problems for a longer duration before receiving support.

It's important to note that while Even Hotels aims to address Severity 4 issues within 36 hours, this is just a target, and actual response times may vary. Franchisees should factor this into their operational planning and consider how they will manage if a non-critical component of the PMS Solution is unusable for more than 36 hours. This could involve having backup procedures or temporary workarounds in place to minimize disruption to hotel operations. Also, the support includes an unlimited number of interfaces and data exports, access to training via TrainKey, ongoing application support, interface maintenance and support, and future versions, upgrades, and patches.