1. Overview and Purpose
This Service Level Agreement (“SLA”) defines the scope, performance standards, and remedies governing the support services provided by SmartOS, LLC d/b/a EntryReady (“EntryReady”), for EntryReady hardware products, EntryReady Server™ on-premise software, and related firmware installed or provisioned at Client locations (“Covered Systems”). Where the Client subscribes to EntryReady Cloud™ and/or EntryReady Mobile Key™, those optional cloud services are also governed by this SLA. This SLA does not cover Client-owned or Client-managed computers, servers, networks, or other on-site IT infrastructure. This SLA is incorporated into and governed by the terms of the applicable Sales Order Form and Installation Statement of Work between EntryReady and the Client.
This SLA forms part of a broader contractual framework that may include, as applicable: the EntryReady Terms and Conditions of Product Sales; the EntryReady Cloud™, EntryReady Server™, and EntryReady Programmer™ Terms of Use and License Agreement; the EntryReady Mobile Key™ Terms of Use and License Agreement; and any applicable Apple Wallet Participating Provider Pass-Through Terms and any other agreements incorporated therein (collectively, and together with the Sales Order Form and Installation Statement of Work and such other agreements incorporated therein, the “Agreement”). The limitation of liability and disclaimer provisions in the Agreement apply to all obligations under this SLA, and nothing in this SLA shall be construed to expand EntryReady’s liability beyond the limits set forth in the Agreement. In the event of any conflict or inconsistency between this SLA and the Agreement, the terms of the Agreement shall prevail, except that this SLA shall govern with respect to the specific service levels, support obligations, and remedies expressly set forth herein
The services described in this SLA are organized into two support tiers: Base Support and Priority Support. Base Support is available to any Client with an active EntryReady Cloud™ subscription (where applicable), EntryReady hardware under active warranty, or an EntryReady Server™ license within its initial support period, and covers platform issue investigation, warranty claims, and security incident notifications on a best-effort basis. Priority Support, which requires an active Technical Support Agreement, provides committed response times, advance hardware replacement, escalation procedures, service credits, and the full range of services described herein. See Section 3 for a complete comparison of support tiers.
This SLA establishes measurable service levels for incident response, resolution, cloud platform uptime, firmware lifecycle, hardware replacement, cybersecurity incident handling, and ongoing maintenance of Covered Systems. All performance targets set forth in this SLA are objectives and not guarantees of performance; EntryReady shall use commercially reasonable efforts to meet such targets. All support under this SLA is delivered remotely. On-site services are available on a best-effort basis as a separately billable engagement and are not subject to SLA commitments.
2. Definitions
Covered Systems: All EntryReady hardware devices (smart locks, readers, gateways, programmers, encoders), EntryReady Server™ on-premise software, and firmware installed or provisioned by EntryReady and identified in the applicable Sales Order Form, Installation Statement of Work, or service schedule. Covered Systems correspond to the “EntryReady Hardware” and “EntryReady Software” as defined in the applicable Sales Order Form or Installation Statement of Work; “EntryReady Goods” (consumables) and “EntryReady Services” (professional services) are not Covered Systems. Where the Client subscribes to EntryReady Cloud™ and/or EntryReady Mobile Key™, those cloud services and API endpoints are also included as Covered Systems. EntryReady Cloud™ and EntryReady Mobile Key™ are optional platforms and may not apply to all Clients. Covered Systems include only products purchased directly from EntryReady. The following are expressly excluded from Covered Systems: (a) Client-owned or Client-managed computers, servers, networks, or other on-site IT infrastructure upon which EntryReady Server™ or other EntryReady software may be installed; (b) products not purchased directly from EntryReady, including products obtained through unauthorized channels, secondary markets, or prior property owners; (c) existing door hardware and infrastructure not manufactured by EntryReady, including but not limited to door frames, mortise bodies, strikes, hinges, door closers, panic hardware, and exit devices, even if used in conjunction with EntryReady products; and (d) third-party accessories and infrastructure not supplied by EntryReady, including power supplies, network switches, cabling, mounting brackets, and other supporting components.
Incident: Any unplanned interruption to, or reduction in quality of, a Covered System that affects the Client’s ability to conduct normal business operations or compromises physical security.
Security Incident: Any event that compromises or threatens the confidentiality, integrity, or availability of EntryReady Cloud™ or EntryReady Mobile Key™ backend infrastructure, including unauthorized access to cloud platforms, compromise of digital wallet credential or mobile key backend systems, or exploitation of vulnerabilities in EntryReady-operated cloud services. Security Incidents do not include events originating from Client actions such as incorrect credential provisioning, misconfigured user permissions, or unauthorized physical access to lock hardware.
Service Request: A formal request from an Authorized Contact for information, guidance, a standard change, or access to a Covered System.
Response Time: The elapsed time between EntryReady’s receipt of a properly submitted support request containing all information required by Section 16.2 and the first meaningful communication from an assigned technician. The Response Time clock shall not begin until the Client has provided all required information.
Resolution Time: The elapsed target time from initial response to restoration of the Covered System to normal operating condition or implementation of an acceptable workaround, as determined by EntryReady in its reasonable judgment. Resolution Times are targets only and are not guaranteed. Resolution Times shall be tolled during any period in which EntryReady is waiting for information, access, or action from the Client or a third party required to continue diagnosis or remediation.
Business Hours: Monday through Friday, 8:00 AM to 6:00 PM local time (Client location), excluding EntryReady-observed holidays.
After-Hours Support: Support provided outside of Business Hours for P1 Critical and P2 High incidents, available 24/7/365.
Authorized Contact: An individual designated by the Client who is authorized to submit support requests and approve changes to Covered Systems.
Maintenance Window: A pre-scheduled period during which planned maintenance may be performed on Covered Systems. Standard maintenance windows occur Saturdays from 10:00 PM to 4:00 AM EST time, unless otherwise agreed in the applicable Sales Order Form or Installation Statement of Work.
EntryReady Cloud™: EntryReady’s cloud-based access control management platform, including the management console, REST API, webhooks, and integration services. EntryReady Cloud™ is an optional subscription service and may not apply to all Clients.
EntryReady Mobile Key™: EntryReady’s mobile credential platform encompassing mobile key provisioning, digital wallet credential services (Apple Wallet, Google Wallet), and the EntryReady Mobile Key™ app for Android BLE access. EntryReady Mobile Key™ is an optional subscription service and may not apply to all Clients.
EntryReady Programmer™: EntryReady’s portable programming device used to install firmware updates, configure lock settings, and provision credentials on EntryReady smart locks and readers. The Programmer receives firmware packages pushed from EntryReady and is used by the Client’s authorized personnel to apply updates and configuration changes to devices on-site. The Programmer contains sensitive configuration and credential data and must be password protected and physically secured by the Client at all times. All EntryReady Programmer™ devices are equipped with EntryReady’s mobile device management (MDM) software for security and configuration management. The MDM software enables EntryReady to track device location, enforce PIN code policies, perform remote PIN code changes, and execute remote wipe of the device if lost, stolen, or compromised. The Client shall not remove, disable, or interfere with the MDM software installed on the Programmer.
EntryReady Encoder™: EntryReady’s credential encoding device used to write access credentials onto RFID key cards and other physical media for use with EntryReady smart locks and readers.
EntryReady Server™: EntryReady’s on-premise access control management application, installed and operated on the Client’s local computer. EntryReady Server™ provides access management, credential provisioning, monitoring, and reporting capabilities for EntryReady hardware deployed at the Client’s premises. Each EntryReady Server™ license includes 12 months of technical support from the date of purchase. EntryReady Server™ may be deployed in one of two configurations: (i) as a standalone on-premise access control system (“Standalone Mode”), in which EntryReady Server™ is the Client’s primary access control platform; or (ii) as a local failover to an active EntryReady Cloud™ subscription (“Contingency Mode”), in which EntryReady Server™ operates with limited functionality reserved for key management continuity during loss of connectivity to EntryReady Cloud™. Continued access to EntryReady Server™ software updates beyond the initial 12-month period requires an active Software Maintenance agreement when EntryReady Server™ is deployed in Standalone Mode. Where EntryReady Server™ is deployed in Contingency Mode alongside an active EntryReady Cloud™ subscription, Software Maintenance is included with the Client’s EntryReady Cloud™ subscription for the duration of that subscription, and no separate Software Maintenance agreement is required. If the Client’s EntryReady Cloud™ subscription lapses or terminates, the EntryReady Server™ deployment is deemed to revert to Standalone Mode, and the Software Maintenance terms applicable to Standalone Mode shall apply. The Client is responsible for the computer security, data backup, and disaster recovery of the computer on which EntryReady Server™ is installed, unless a separate agreement is in place for EntryReady to perform these services.
Software Maintenance: A renewable annual agreement that entitles the Client to receive EntryReady Server™ software updates, patches, and new feature releases. Software Maintenance is included for the first 12 months following the purchase of an EntryReady Server™ license. Where EntryReady Server™ is deployed in Contingency Mode in conjunction with an active EntryReady Cloud™ subscription, Software Maintenance is included with the EntryReady Cloud™ subscription for the duration of that subscription, and the Client is not required to separately purchase or renew a Software Maintenance agreement for the EntryReady Server™ license. After the initial period, Clients operating EntryReady Server™ in Standalone Mode must maintain an active Software Maintenance agreement to continue receiving software updates. Clients without active Software Maintenance may continue to operate their existing installed version of EntryReady Server™ indefinitely; the application will remain fully functional. However, such Clients will not receive software updates, security patches, or new feature releases, and may fall outside the supported version window as defined in Section 10.4. Software Maintenance provides access to software updates only and does not include technical support. An active Software Maintenance agreement alone does not qualify the Client for Base Support or Priority Support under this SLA.
EntryReady Remote Support Agent: A software agent installed on the Client’s EntryReady Server™ computer that provides secure remote connectivity between the Client’s computer and EntryReady’s support infrastructure. The Remote Support Agent is available exclusively to Priority Support Clients and enables EntryReady to perform remote troubleshooting, diagnostics, and system maintenance. Where a backup service agreement is in place, the Remote Support Agent also facilitates automated remote backup of EntryReady Server™ application data. The Remote Support Agent uses encrypted connections and does not provide EntryReady with access to the computer without the Client’s authorization, except for automated backup operations where applicable. Installation of the Remote Support Agent is strongly recommended but not required for Priority Support. Clients who decline or remove the Remote Support Agent accept that EntryReady’s ability to provide remote diagnostics and troubleshooting will be limited, remote backup services will not be available, and resolution times may be extended.
Third-Party Platform Dependency: Any external service or platform not operated by EntryReady upon which Covered Systems rely, including but not limited to Apple Wallet, Google Wallet, property management systems (PMS), and identity providers.
Technical Support Agreement: A separate, active agreement between EntryReady and the Client that entitles the Client to Priority Support services as described in Section 3 of this SLA. The Technical Support Agreement specifies the term, fees, and Covered Systems applicable to the Client’s support engagement. Clients without a Technical Support Agreement who maintain an active EntryReady Cloud™ subscription (where applicable), hardware under active warranty, or an EntryReady Server™ license within its initial 12-month support period are entitled to Base Support only.
3. Support Tiers
3.1 Overview
EntryReady provides two levels of support under this SLA. The level of support available to a Client depends on whether the Client maintains an active Technical Support Agreement with EntryReady.
3.2 Base Support
Base Support is available at no additional charge to any Client who maintains an active EntryReady Cloud™ subscription (where applicable), who owns EntryReady hardware under active warranty, or who is within the initial 12-month support period of an EntryReady Server™ license. Base Support includes:
- Investigation of suspected EntryReady Cloud™ platform issues, including outages, degraded performance, and credential delivery failures reported by the Client (where the Client subscribes to EntryReady Cloud™)
- Processing of warranty claims and standard warranty replacement (return-and-replace) for EntryReady hardware under active warranty in accordance with the EntryReady Terms and Conditions of Product Sales
- EntryReady Server™ application support during the initial 12-month support period included with the license purchase
- Security incident notifications affecting EntryReady-operated cloud infrastructure
- Firmware packages pushed to the Client’s EntryReady Programmer™ on a self-service basis
Base Support is provided on a best-effort basis. Response times, priority classification, escalation procedures, service credits, advance hardware replacement, change management, and proactive monitoring are not available under Base Support. EntryReady Server™ software updates beyond the initial 12-month period require active Software Maintenance, regardless of support tier.
3.3 Priority Support
Priority Support is available exclusively to Clients who maintain an active Technical Support Agreement. Priority Support includes all Base Support services plus:
- Committed response times per the priority matrix defined in Section 5
- Priority classification and escalation procedures (Sections 5 and 6)
- Advance hardware replacement program with next-business-day shipment (Section 9)
- Full remote troubleshooting and diagnostics for all Covered Systems
- EntryReady Remote Support Agent available for installation on EntryReady Server™ computer for secure remote connectivity, diagnostics, and remote backup (recommended; remote backup requires agent)
- Firmware update support including troubleshooting and guidance
- Change management services (Section 17)
- Service credits for cloud platform downtime (Section 13)
- Cybersecurity incident response with defined severity tiers and notification timelines (Section 11)
3.4 Support Tier Comparison
| Capability | Base Support | Priority Support |
|---|---|---|
| Eligibility | Active EntryReady Cloud™ subscription or hardware under active warranty | Active Technical Support Agreement |
| EntryReady Cloud™ platform issue investigation | Included | Included |
| Warranty claims and hardware replacement | Standard warranty replacement (return-and-replace) | Advance replacement program (next business day) |
| Security incident notifications | Included | Included |
| Response time commitments | Commercially reasonable effort – no SLA | Per priority matrix (Section 5) |
| Priority classification and escalation | Not available | Included (Sections 5 and 6) |
| Service credits for cloud downtime | Not available | Included (Section 13) |
| Firmware update support | Firmware packages pushed to Programmer; self-service only | Full support including troubleshooting and guidance |
| Change management | Not available | Included (Section 17) |
| Remote troubleshooting and diagnostics | Limited to suspected platform or warranty issues | Full remote support for all Covered Systems |
| EntryReady Server™ support | 12-month initial support included with license; Software Maintenance required for updates | Full application support; Software Maintenance required for updates |
| EntryReady Remote Support Agent | Not available | Included (recommended); remote backup requires agent |
Sections 4 through 19 of this SLA describe the full scope of Priority Support services. Where a section applies exclusively to Priority Support, it is noted. Base Support Clients should refer to Section 3.2 for the complete description of their entitlements.
4. Scope of Services
4.1 Included Services (Priority Support)
Subject to the Client maintaining an active Technical Support Agreement (Priority Support), EntryReady shall provide the following support services for all Covered Systems:
- Remote troubleshooting and diagnostics of hardware and software incidents across EntryReady smart locks, readers, gateways, EntryReady Programmer™, and EntryReady Encoder™. On-site support may be available on a best-effort basis as a separately billable service
- Break/fix repair and advance replacement of defective hardware components per the hardware replacement program defined in Section 9
- EntryReady Cloud™ platform support (where the Client subscribes to EntryReady Cloud™)
- EntryReady Server™ application support including troubleshooting and technical guidance
- Root cause analysis for P1 incidents upon Client request
- Security incident response per Section 11
4.2 Exclusions
The following items are excluded from this SLA unless separately contracted:
- Client-owned or Client-managed computers, servers, networks, operating systems, and other on-site IT infrastructure, regardless of whether such systems interact with or support EntryReady Covered Systems. This includes the computer hardware, operating system, database, network infrastructure, computer security, data backup, and disaster recovery of systems upon which EntryReady Server™ is installed, unless a separate agreement is in place for EntryReady to perform these services
- End-user or administrator training on EntryReady products, including EntryReady Cloud™, EntryReady Server™, EntryReady Mobile Key™, hardware devices, and the EntryReady Programmer™. Training services require a separate professional services engagement
- End-user mobile device support (Client-owned smartphones, tablets, wearables)
- Network design, architecture consulting, or infrastructure migration projects
- Support for hardware or software not identified as Covered Systems in the applicable Sales Order Form or Installation Statement of Work
- Issues caused by unauthorized modifications, misuse, or environmental factors (e.g., power surges, water damage, unauthorized physical access, vandalism)
- Consumable items such as key cards, batteries, and mounting hardware beyond initial installation
- Client-supplied key cards, wristbands, key fobs, and other RFID tags or credentials, even if authorized for use with the EntryReady platform. EntryReady is not responsible for the compatibility, performance, security, durability, or failure of Client-supplied credential media
- Third-party software licensing, subscription renewals, or compliance audits
- Property management system (PMS) configuration, licensing, or internal PMS support
- Apple Wallet or Google Wallet platform outages, credential provisioning delays, or policy changes originating from Apple or Google
- Troubleshooting of Client network issues, including Wi-Fi, ethernet, firewall, DNS, VLAN, and routing configurations, even where such issues impact EntryReady Covered Systems. The Client is responsible for maintaining network infrastructure in accordance with EntryReady product reference materials
- Procurement, installation, configuration, or management of antivirus or endpoint security software on systems running EntryReady Server™. The Client is responsible for providing and maintaining antivirus software and must configure antivirus exceptions to allow proper operation of EntryReady Server™ and its related services
- Fire alarm, life safety, emergency egress, or other building safety system integration or support. EntryReady does not provide these services
- Issues arising from the Client’s failure to follow EntryReady’s written installation guides, configuration manuals, product reference materials, or other published documentation
- Damage to or failure of Covered Systems resulting from power surges, electrical spikes, lightning, flooding, or other environmental events not within EntryReady’s control, even where such events affect EntryReady hardware installed on the Client’s premises
- Support or remediation related to the Client’s failure to maintain the minimum system requirements, network specifications, or environmental conditions specified in EntryReady’s written product documentation
5. Priority Classification and Response Targets
5.1 Priority Levels
Each incident or service request shall be classified according to the following priority matrix. EntryReady reserves the right to adjust priority levels based on actual business impact assessment, in consultation with the Client’s Authorized Contact.
| Priority Level | Response Time | Update Freq. | Resolution Target | Description |
|---|---|---|---|---|
| P1 – Critical | 1 hour | Every 2 hours | 8 hours | Complete system outage or critical business function unavailable |
| P2 – High | 4 hours | Every 4 hours | 24 hours | Major feature degraded; workaround may exist but is limited |
| P3 – Medium | 4 hours | Daily | 3 business days | Partial loss of non-critical functionality; workaround available |
| P4 – Low | 1 business day | Weekly | 5 business days | Minor issue, cosmetic defect, or general inquiry with no operational impact |
Response time commitments for P1 Critical and P2 High incidents apply 24/7/365. Response times for P3 and P4 incidents are measured during Business Hours only. All response and resolution time clocks shall be tolled during any period in which EntryReady is awaiting information, access, approvals, or any other action from the Client or a third party that is necessary for EntryReady to continue diagnosis or remediation. Time spent waiting for Client responses shall not count toward response or resolution targets.
5.2 Priority Assignment and Reclassification
Priority levels are initially assigned by the reporting Authorized Contact and validated by the responding EntryReady technician. EntryReady reserves the right, in its reasonable judgment, to reclassify the priority level of any incident based on its assessment of actual business impact, scope, and technical severity. Either party may request reclassification based on evolving impact analysis. All reclassifications shall be documented in the ticketing system with a written justification.
The following are examples of common access control scenarios and their typical priority classification:
- P1 Critical: Lockout preventing guest, resident, or staff access affecting any property, building, floor, or wing, regardless of the overall size of the Client’s deployment; EntryReady Cloud™ or EntryReady Server™ platform completely unavailable (where applicable); complete failure of credential provisioning affecting all users
- P2 High: Significant feature degradation that does not rise to a lockout—for example, mobile key or wallet credential provisioning failing while RFID access remains functional; intermittent door connectivity affecting a subset of doors where guests, residents, or staff can still gain entry via alternate credentials or staff override; or EntryReady Server™ reporting, dashboards, or integrations unavailable while access control at the door continues to function. Events in which guests, residents, or staff are unable to access doors—including building-, floor-, or wing-level lockouts—are P1 Critical regardless of scope
- P3 Medium: Individual door lock malfunction with workaround available (e.g., master key access); intermittent connectivity issues on a small number of devices; non-critical reporting or dashboard feature unavailable
- P4 Low: Cosmetic display issue on a lock; request for configuration change; general inquiry about product functionality
These examples are illustrative and do not limit the priority classification criteria defined in the priority matrix above. Actual priority assignment is based on the overall business impact and scope of the incident.
6. Escalation Procedures
EntryReady maintains a structured escalation framework to ensure that incidents are resolved within target timeframes and that management is engaged proactively when required.
| Escalation Tier | Timeframe | Escalated To | Action |
|---|---|---|---|
| Tier 1 | Initial contact | Support Technician | Triage, diagnose, and resolve or escalate |
| Tier 2 | After 2 hours (P1) / 4 hours (P2) / 8 hours (P3/P4) | Senior Engineer | Advanced troubleshooting and vendor coordination |
| Tier 3 | After 4 hours (P1) / 8 hours (P2) / 12 hours (P3/P4) | Support Manager / Director | Management engagement and resource allocation |
| Executive | After 6 hours (P1) / breach of resolution target (P2/P3/P4) | VP / Executive Leadership | Executive intervention and remediation planning |
Clients may request immediate escalation to the next tier at any time by contacting their designated Account Manager or by calling the EntryReady support line and requesting escalation.
Escalation timers for P1 Critical and P2 High incidents apply 24/7/365, consistent with the response time commitments set forth in Section 5.1. Escalation timers for P3 and P4 incidents are measured during Business Hours only. All escalation timers are measured from the time the incident was opened and are tolled during any period in which EntryReady is awaiting information, access, approvals, or other action from the Client or a third party.
7. Service Availability and Uptime Commitments
7.1 Cloud Platform Availability
For Clients who subscribe to EntryReady Cloud™ and/or EntryReady Mobile Key™, EntryReady commits to the following uptime targets for each applicable platform component, measured independently. Uptime is measured solely by EntryReady’s internal monitoring systems, which shall be the sole and authoritative basis for determining compliance with the uptime commitments in this SLA:
| Platform Component | Uptime Target | Measurement |
|---|---|---|
| EntryReady Cloud™ Management Console | 99.9% | Monthly, per calendar month |
| EntryReady Mobile Key™ Services | 99.9% | Monthly, per calendar month |
| REST API, Webhooks, and Integration Endpoints | 99.9% | Monthly, per calendar month |
Cloud platform uptime is calculated as:
Uptime % = ((Total Minutes – Unscheduled Downtime Minutes) / Total Minutes) × 100
Each platform component is measured independently. An outage of the EntryReady Mobile Key™ service, for example, does not affect the uptime calculation for the Management Console unless both are simultaneously unavailable.
7.2 Hardware Device Connectivity
Where the Client subscribes to EntryReady Cloud™, EntryReady hardware devices connect to EntryReady Cloud™ via the Client’s network infrastructure. Specifically, EntryReady Wi-Fi enabled smart locks connect via the Client’s Wi-Fi network and require Wi-Fi 6 (802.11ax) with Target Wake Time (TWT) enabled. EntryReady ethernet connected readers connect via the Client’s wired network. Because device-to-cloud connectivity depends on the Client’s network infrastructure, which EntryReady does not manage, EntryReady does not commit to hardware device connectivity or on-premise availability targets under this SLA. The Client is responsible for providing and maintaining Wi-Fi 6 network coverage with TWT enabled, adequate bandwidth, and sufficient signal strength at all smart lock locations, and reliable wired ethernet connectivity at all reader locations. EntryReady shall provide recommended network specifications in EntryReady’s written product specifications. If the Client upgrades or changes its Wi-Fi network infrastructure, the Client must verify compatibility with EntryReady’s smart lock Wi-Fi specifications and test all Wi-Fi changes with EntryReady locks before performing network-related changes in the production environment to ensure compatibility and performance. EntryReady is not responsible for connectivity issues resulting from Client Wi-Fi upgrades or changes that were not tested with EntryReady locks prior to deployment or that do not meet EntryReady’s written product specifications.
7.3 Scheduled Maintenance
Planned maintenance shall be performed during designated Maintenance Windows and will not count against uptime calculations. Where the Client subscribes to EntryReady Cloud™ and/or EntryReady Mobile Key™, these services may be temporarily unavailable during scheduled Maintenance Windows. During such periods, features including but not limited to the management console, REST API, webhooks, integration endpoints, mobile key provisioning, and digital wallet credential delivery may be intermittently or fully inaccessible. EntryReady shall provide the Client with a minimum of 48 hours’ advance written notice for standard maintenance and 5 business days’ notice for maintenance requiring extended downtime. Maintenance notifications shall identify the affected services and the expected duration of any service interruption. Emergency maintenance required to address critical security vulnerabilities, system stability issues, or other urgent operational concerns may be performed with reasonable notice (or, where circumstances require, without advance notice), and any downtime resulting from emergency maintenance shall not count against uptime calculations.
7.4 Exclusions from Uptime Calculation
The following shall not be counted as downtime for SLA calculation purposes:
- Scheduled maintenance performed within agreed Maintenance Windows
- Downtime caused by the Client’s acts, omissions, or equipment not under EntryReady’s management, including Client-managed computers, servers, networks, and on-site IT infrastructure
- Force majeure events including natural disasters, utility failures, acts of government, or civil unrest
- Internet or WAN connectivity issues outside EntryReady’s scope of management
- Periods during which the Client has denied or delayed EntryReady’s access to Covered Systems
- Outages or degradations originating from Third-Party Platform Dependencies (Apple Wallet, Google Wallet, PMS platforms, identity providers) that are outside EntryReady’s operational control
- Client-initiated configuration changes performed without EntryReady approval
- Data loss, corruption, or EntryReady Server™ unavailability resulting from the Client’s failure to maintain adequate computer security, data backup, or disaster recovery measures on the computer hosting EntryReady Server™
- Issues arising from the Client’s failure to install updates, patches, or firmware releases recommended or required by EntryReady within the timeframes specified in EntryReady’s release documentation
- Issues arising from the Client’s failure to meet or maintain the technical prerequisites, system requirements, or network specifications set forth in EntryReady’s written product documentation
- Cyber attacks, denial-of-service attacks, or other malicious activity directed at EntryReady’s infrastructure by third parties, provided EntryReady has maintained commercially reasonable security measures
- Downtime resulting from emergency maintenance performed in accordance with Section 7.3
8. EntryReady Server™ Backup Services
8.1 Applicability
This section applies only to Clients who have a separate agreement in place for EntryReady to provide file-level backup services for the Client’s EntryReady Server™ application data and who have the EntryReady Remote Support Agent installed and operational on the computer running EntryReady Server™. The Remote Support Agent is required for remote backup operations; backup services cannot be provided without it. Clients without a backup agreement or without the Remote Support Agent installed are solely responsible for their own backup and disaster recovery as described in Section 15 of this SLA.
8.2 Backup Scope
EntryReady’s backup service covers EntryReady Server™ application data only, including the application database, configuration files, credential data, audit logs, and system settings. The following are excluded from backup scope:
- The computer operating system, system-level configurations, and third-party software installed on the Client’s computer
- Client-generated files, reports, or exports stored outside the EntryReady Server™ application data directories
- Network configurations, firewall rules, and security policies on the Client’s infrastructure
- Any data or applications not directly associated with the EntryReady Server™ application
8.3 Backup Frequency and Retention
EntryReady shall perform automated daily backups of the EntryReady Server™ application data via the EntryReady Remote Support Agent installed on the Client’s computer. Backups shall be retained for a rolling 30-day period. Backup data older than 30 days shall be automatically purged and is not recoverable. The daily backup window shall be scheduled during off-peak hours as defined in the applicable Sales Order Form, Installation Statement of Work, or backup service agreement. The Remote Support Agent must be installed, operational, and connected to perform backup operations; backup SLA commitments are suspended during any period in which the agent is offline due to Client-side network, computer, or configuration issues.
8.4 Backup Storage and Security
Backup data shall be transmitted securely via the EntryReady Remote Support Agent to a secure, off-site location maintained by EntryReady or its designated infrastructure provider. All backup data shall be encrypted in transit and at rest. EntryReady shall maintain access controls to ensure that backup data is accessible only to authorized EntryReady personnel for the purpose of backup operations and data restoration.
8.5 Data Restoration
In the event of data loss, corruption, or a disaster recovery scenario, EntryReady shall restore the Client’s EntryReady Server™ application data from the most recent available backup upon request from an Authorized Contact. Restoration requests shall be handled as follows:
- Priority Support Clients: restoration requests are treated as P1 or P2 incidents per the priority matrix in Section 5, depending on the severity of the data loss and its impact on operations
- Base Support Clients: restoration requests are handled on a best-effort basis with no committed response or restoration timeframe
EntryReady shall use commercially reasonable efforts to restore data as quickly as possible. Restoration time depends on the volume of data, network conditions, and the Client’s computer environment. EntryReady does not guarantee a specific Recovery Time Objective (RTO) or Recovery Point Objective (RPO) beyond the daily backup frequency and 30-day retention described in this section.
8.6 Limitations
EntryReady’s backup service is limited to the scope defined in Section 8.2. EntryReady shall not be responsible for:
- Data loss occurring between the last successful daily backup and the point of failure (intra-day data loss)
- Inability to restore data due to corruption of the backup itself caused by factors outside EntryReady’s control
- Data loss resulting from the Client’s unauthorized modifications to the EntryReady Server™ application, database, or file structure
- Delays in restoration caused by the Client’s failure to provide timely access to the computer environment
- Restoration of the operating system, third-party software, or any data outside the defined backup scope
9. Hardware Replacement and Spare Parts
9.1 Advance Replacement Program
EntryReady maintains an advance replacement program exclusively for Priority Support Clients with EntryReady hardware products purchased directly from EntryReady and covered under active warranty in accordance with the EntryReady Terms and Conditions of Product Sales (available at https://entryready.com/legal-stuff/terms-conditions-of-entryready-product-sales/). The advance replacement program requires an active Technical Support Agreement. Products not purchased directly from EntryReady, existing door hardware not manufactured by EntryReady, and third-party accessories or infrastructure are not eligible for advance replacement regardless of support tier. Upon confirmation of a warranty-eligible hardware failure by an EntryReady technician, a replacement unit shall be shipped to the Client site per the following schedule:
| Hardware Category | Replacement Method | Shipment Target |
|---|---|---|
| EntryReady Smart Locks | Advance replacement | Next business day |
| EntryReady Readers | Advance replacement | Next business day |
| EntryReady Programmer™ | Advance replacement | Next business day |
| EntryReady Encoder™ | Advance replacement | Next business day |
Base Support Clients with hardware under active warranty are entitled to standard warranty replacement (return-and-replace) in accordance with the EntryReady Terms and Conditions of Product Sales. Under standard warranty replacement, the Client ships the defective unit to EntryReady, and a replacement unit is shipped after EntryReady receives and validates the warranty claim. The advance replacement program (shipment before return) is not available to Base Support Clients.
Advance replacement units may be new or certified refurbished and carry the remaining warranty of the original unit or 90 days, whichever is greater. The Client shall return the defective unit to EntryReady within 10 business days of receiving the replacement. Failure to return the defective unit may result in the Client being invoiced for the full replacement cost of the hardware.
EntryReady shall cover standard outbound shipping costs for advance replacement units shipped to the Client within the continental United States. Next business day shipment refers to Monday through Friday delivery, excluding weekends and EntryReady-observed holidays; orders confirmed after shipping cutoff times may ship the following business day. The Client may request upgraded or expedited shipping, where available, at the Client’s expense. The Client is responsible for return shipping costs when sending defective units back to EntryReady, including packaging and insurance. International shipping requests are available at the Client’s expense. For standard warranty replacement (Base Support), the Client is responsible for both outbound and return shipping costs.
Note: EntryReady strongly encourages Clients to maintain an adequate inventory of spare and redundant EntryReady products on-site to minimize operational disruption in the event of a hardware failure. While the advance replacement program provides next-business-day shipment, maintaining on-site spares enables the Client to restore access immediately without waiting for a replacement to arrive. EntryReady’s sales team can assist in determining appropriate spare inventory levels based on the Client’s deployment size and operational requirements.
9.2 Program Suspension
EntryReady reserves the right to suspend the advance replacement program for any Client who has outstanding defective hardware returns past the 10 business day return period or who has unpaid invoices related to hardware replacements or other EntryReady services. The advance replacement program shall be reinstated upon the Client’s return of all outstanding defective units and settlement of all past-due balances.
9.3 Warranty Inspection and Non-Defective Returns
All returned hardware is subject to inspection by EntryReady. If EntryReady determines upon inspection that the returned unit is not defective or that the failure is not covered under the applicable product warranty as set forth in the EntryReady Terms and Conditions of Product Sales (available at https://entryready.com/legal-stuff/terms-conditions-of-entryready-product-sales/), the Client shall be immediately liable for: (a) the outbound freight costs incurred by EntryReady to ship the replacement unit, and (b) payment at EntryReady’s then-current rates for the replacement product shipped. Non-warranty conditions include, but are not limited to: physical damage, water damage, tampering, unauthorized modifications, misuse, cosmetic wear, and failures caused by environmental factors or improper installation.
9.4 Installation of Replacement Hardware
Replacement units are shipped directly to the Client site. Installation of replacement hardware is the Client’s responsibility unless on-site installation services are separately engaged. The Client may request EntryReady on-site installation support, which shall be provided on a best-effort, time-and-materials basis at EntryReady’s then-current professional services rates, plus reimbursable travel and lodging expenses. On-site installation requests are not subject to SLA response or arrival time commitments.
9.5 On-Site Support Services
On-site support for troubleshooting, maintenance, or any other purpose beyond advance hardware shipment is not included in this SLA. On-site visits may be requested by the Client and shall be provided on a best-effort basis as a separately billable engagement. All on-site services shall be billed at EntryReady’s then-current professional services rates, inclusive of technician time, travel time, and reimbursable expenses (transportation, lodging, meals, and incidentals). A written estimate shall be provided to the Client prior to dispatch, and Client approval is required before any on-site work commences. On-site service availability is subject to technician scheduling and geographic proximity and is not guaranteed within any specific timeframe.
10. Product Lifecycle and End-of-Life Policy
10.1 EOL Lifecycle Phases
EntryReady products follow a structured end-of-life lifecycle. The following phases apply to each product independently:
| EOL Phase | Timing | Description |
|---|---|---|
| 1. End-of-Sale (EOS) | 6 months’ advance notice | Official discontinuation of new sales of the affected product |
| 2. End-of-After-Sales | Up to 6 months after EOS | Last date for placing additional orders for the affected product |
| 3. End-of-Support | 4 years post-EOS | Technical support available with critical patches, security patches for legacy systems, and limited updates. Clients receive upgrade guidance to newer systems before support ends |
| 4. End-of-Spare Parts | Up to 5 years post-EOS | Spare parts available subject to inventory; availability is not guaranteed once inventory is depleted |
10.2 EOL Client Communication
EntryReady shall communicate EOL lifecycle events to affected Clients through the following methods:
- Formal EOL notifications delivered via email and in-application notifications
- Public documentation outlining phase timelines and upgrade paths published on the EntryReady support site
- EOL notices published a minimum of 6 months in advance of End-of-Sale (EOS)
EOL notifications shall identify the affected products, the effective dates for each lifecycle phase, and general guidance on available upgrade options. Specific migration planning, cost estimates, and transition timelines are not included under this SLA and may be engaged separately as a professional services engagement.
10.3 Firmware Update Delivery
Firmware updates for all EntryReady locks and readers shall be installed using the EntryReady Programmer™ portable programming device. EntryReady shall push updated firmware packages directly to the Client’s EntryReady Programmer™ when updates are available. The Client is responsible for applying updates to devices using the EntryReady Programmer™ and the provided documentation. EntryReady shall provide a minimum of 14 days’ advance notice before any firmware update that may affect device operation or integrations.
10.4 EntryReady Server™ Version Support Policy
EntryReady provides technical support for the current generally available release of EntryReady Server™ and one major version prior (current and N–1). Clients running versions older than N–1 are not eligible for technical support on application-level issues and will be advised to upgrade to a supported version before troubleshooting can proceed.
Access to EntryReady Server™ software updates, patches, and new releases requires active Software Maintenance, except that Software Maintenance is included with an active EntryReady Cloud™ subscription for EntryReady Server™ deployments operating in Contingency Mode as defined in Section 2. Clients without active Software Maintenance may continue to operate their installed version but will not receive updates and may fall outside the supported version window. EntryReady shall provide a minimum of 12 months’ notice before discontinuing support for any major version of EntryReady Server™.
11. Cybersecurity Incident Response
11.1 Scope
This section governs EntryReady’s response to Security Incidents affecting EntryReady Cloud™ and EntryReady Mobile Key™ backend infrastructure. Covered events include: unauthorized access to EntryReady cloud platforms, compromise of digital wallet credential or mobile key backend systems, and exploitation of vulnerabilities in EntryReady-operated cloud services or API endpoints. This section does not cover: unauthorized access to physical lock hardware, events resulting from Client-side credential provisioning or user permission errors, firmware-level vulnerabilities on end-user devices, interception or tampering with on-premise communication channels, or unauthorized access to data stored on Client-managed systems.
11.2 Severity Classification and Response
| Severity | Example | Notification | Remediation Target |
|---|---|---|---|
| Critical | Active exploitation of cloud platform, unauthorized access to backend credential stores or API keys | Within 1 hour | Immediate containment; patch within 24 hours |
| High | Cloud platform vulnerability with known exploit path, backend credential exposure risk | Within 4 hours | Patch or mitigation within 72 hours |
| Medium | Cloud or API vulnerability without known exploit, configuration weakness | Within 24 hours | Patch within 30 days |
| Low | Informational finding, best-practice deviation | Monthly report | Next scheduled update cycle |
11.3 Incident Response Process
Upon detection or notification of a Security Incident, EntryReady shall:
- Immediately assign a Security Incident Commander responsible for coordinating the response
- Contain the incident to prevent further unauthorized access or data exposure within EntryReady-operated infrastructure
- Notify the Client’s designated security contact per the notification timeframes in Section 11.2
- Conduct a forensic investigation to determine root cause, scope of impact, and affected cloud platform or backend services
- Provide the Client with a written Preliminary Incident Report within 48 hours of detection, including: incident timeline, cloud services affected, data potentially exposed, containment actions taken, and recommended Client actions
- Provide a Final Incident Report within 14 days of incident closure, including: root cause analysis, complete remediation actions, and preventive measures implemented
11.4 Proactive Security Measures
EntryReady shall maintain the following security practices for EntryReady Cloud™ and EntryReady Mobile Key™ backend infrastructure:
- Continuous vulnerability monitoring of EntryReady Cloud™ and EntryReady Mobile Key™ infrastructure
- Annual third-party penetration testing of the EntryReady Cloud™ platform, with summary results available to Clients under NDA upon request
- Encryption of all credential data in transit (TLS 1.2 or higher) and at rest (AES-128 or higher, depending on platform and device constraints)
- Compliance with SOC 2 Type II controls and GDPR data processing requirements as applicable
11.5 Data Handling During Support
During the course of providing technical support, EntryReady personnel may require access to system logs, configuration data, credential metadata, or other information necessary to diagnose and resolve issues. EntryReady shall handle all Client data accessed during support interactions in accordance with the following principles:
- EntryReady personnel shall access only the minimum data necessary to diagnose and resolve the reported issue
- Client data obtained during support interactions shall not be retained beyond the duration of the support case, except as required for incident documentation in the ticketing system
- Remote support sessions shall be conducted using secure, encrypted connections via the EntryReady Remote Support Agent (for Priority Support Clients with EntryReady Server™) or other secure remote access tools. EntryReady shall not initiate interactive remote access to Client systems without the Client’s express authorization. Automated backup operations performed by the Remote Support Agent, where a backup agreement is in place, do not require per-session Client authorization
- EntryReady shall not share Client data with third parties except as required to coordinate with integration partners for issue resolution, and only with the Client’s prior approval
- Any personally identifiable information (PII) encountered during support shall be handled in accordance with applicable privacy laws and EntryReady’s privacy policy
- EntryReady’s MDM software installed on EntryReady Programmer™ devices collects device location data and device status information for security and configuration management purposes. This data is used solely for device tracking, security enforcement (including remote PIN code changes and remote wipe), and configuration management. Location data is accessible only to authorized EntryReady personnel and is not shared with third parties
12. Integration Partner Responsibilities and Boundaries
12.1 Scope of EntryReady Responsibility
EntryReady is responsible for the configuration, operation, and support of integration endpoints within its control, including REST API connections, webhook delivery, and other integrations between EntryReady Cloud™ and Third-Party Platform Dependencies. EntryReady shall monitor the health and availability of its integration endpoints and proactively notify the Client when degradation is detected.
12.2 Webhook Delivery
Where the Client configures webhooks to receive event notifications from EntryReady Cloud™, EntryReady is responsible for initiating webhook delivery from its infrastructure. The 99.9% uptime commitment for REST API, Webhooks, and Integration Endpoints applies to EntryReady’s ability to dispatch webhook events. EntryReady is not responsible for webhook delivery failures caused by the Client’s receiving endpoint being unavailable, misconfigured, or unreachable. EntryReady shall implement reasonable retry logic for failed webhook deliveries but does not guarantee delivery if the Client’s endpoint remains unavailable after the retry period.
12.3 Third-Party Platform Dependencies
The following integrations depend on platforms operated by third parties. EntryReady shall use commercially reasonable efforts to coordinate with these providers but cannot guarantee their availability or performance:
- Apple Wallet: Credential provisioning, key delivery, and wallet availability are governed by Apple’s terms and infrastructure. EntryReady is responsible for the integration endpoint between EntryReady Cloud™ and Apple’s provisioning service, but not for Apple Wallet outages, policy changes, or device compatibility issues
- Google Wallet: Credential provisioning, key delivery, and wallet availability are governed by Google’s terms and infrastructure.. EntryReady is responsible for the integration endpoint between EntryReady Cloud™ and Google’s integration endpoint but not Google’s platform availability or credential delivery timelines
- Property Management Systems (PMS): EntryReady supports the API integration between EntryReady Cloud™ and supported PMS platforms (as listed in the applicable Sales Order Form or Installation Statement of Work). PMS-side configuration, availability, and data accuracy are the Client’s or PMS vendor’s responsibility
- Identity Providers (IdP): For customers using SSO or federated identity, EntryReady supports the SAML/OIDC integration endpoint. IdP availability and user provisioning accuracy are the Client’s responsibility
12.4 Incident Attribution
When an incident involves a Third-Party Platform Dependency, EntryReady shall investigate and determine, in its reasonable judgment, whether the root cause originates within EntryReady’s systems or the third-party platform. If the root cause is determined to be external, EntryReady shall: document the finding in the incident ticket, assist the Client in opening a support case with the third-party provider where reasonably practicable, and implement any available workaround within EntryReady’s systems on a commercially reasonable efforts basis. Incidents attributed to third-party root causes shall not count against EntryReady’s SLA metrics and shall not give rise to any service credits or other remedies under this SLA.
13. Service Credits and Remedies
13.1 Service Credit Schedule
For Priority Support Clients who subscribe to EntryReady Cloud™, in the event EntryReady fails to meet the monthly uptime commitments for cloud platform availability as defined in Section 7.1, and provided such failure is not attributable to any exclusion set forth in Section 7.4, the Client shall be eligible for service credits as follows:
| Monthly Uptime % | Service Availability | Service Credit |
|---|---|---|
| 99.9% or above | Standard – SLA Met | None |
| 99.0% – 99.89% | Below Target | 5% of monthly fee |
| 95.0% – 98.99% | Degraded | 10% of monthly fee |
| Below 95.0% | Critical Failure | 25% of monthly fee |
Service credits are calculated based on the uptime of each EntryReady Cloud™ platform component as measured independently per Section 7.1.
13.2 Credit Request Process
Service credits must be requested in writing within 30 calendar days of the end of the affected billing period. Failure to submit a credit request within this period shall constitute a waiver of the Client’s right to receive service credits for that period. Requests must include incident ticket numbers, the specific platform component(s) affected, the dates and times of the alleged downtime, and a description of the business impact. EntryReady shall validate all claims against its internal monitoring and ticketing records, which shall be determinative, and respond within 10 business days.
13.3 Limitations
The service credits described in this Section 13 represent the Client’s sole and exclusive remedy, and EntryReady’s entire liability, for any failure to meet the uptime commitments set forth in Section 7.1. In no event shall the aggregate service credits issued to the Client exceed 25% of the Client’s monthly recurring charges for the affected platform component(s) in any single calendar month. Service credits shall not be cumulative across platform components for the same period of downtime. Credits are applied to future invoices and are not redeemable for cash, refunds, or any other form of payment. Unused credits expire 90 days after issuance. Service credits shall not be available for any period in which the Client is in material breach of this SLA or the Agreement, including failure to pay any amounts when due.
14. Limitation of Liability
14.1 Liability Cap
To the maximum extent permitted by applicable law, EntryReady’s total aggregate liability to the Client for all claims arising out of or related to this SLA, whether in contract, tort, strict liability, or otherwise, shall not exceed the lesser of: (a) the total fees actually paid by the Client to EntryReady under the applicable Technical Support Agreement during the 12-month period immediately preceding the event giving rise to the claim; or (b) the liability cap set forth in the Agreement. For Base Support Clients, EntryReady’s total aggregate liability under this SLA shall not exceed the total fees paid by the Client for EntryReady Cloud™ subscriptions or EntryReady Server™ licenses during the same 12-month period. The liability limitations in this Section 14 are in addition to, and shall not expand, the limitations of liability set forth in the Agreement. In the event of any conflict between the liability limitations in this SLA and those in the Agreement, the more protective limitation (from EntryReady’s perspective) shall apply.
14.2 Exclusion of Consequential Damages
In no event shall EntryReady be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to loss of revenue, loss of profits, loss of business, loss of goodwill, loss of data, loss of guests or reservations, damage to reputation, cost of procurement of substitute goods or services, or business interruption, however caused and regardless of the theory of liability, even if EntryReady has been advised of the possibility of such damages. This exclusion applies to all claims arising under or in connection with this SLA, including claims related to service level failures, downtime, data loss, delayed response or resolution, or failure of any Covered System.
14.3 Exceptions
The limitations in Sections 14.1 and 14.2 shall not apply to: (a) EntryReady’s obligations under applicable data protection and privacy laws to the extent such obligations cannot be limited by contract; or (b) liability arising from EntryReady’s fraud or willful misconduct. For the avoidance of doubt, gross negligence by EntryReady shall not be excluded from the liability cap in Section 14.1 but shall remain subject to the exclusion of consequential damages in Section 14.2.
15. Client Responsibilities
The Client acknowledges that EntryReady’s ability to meet the SLA commitments is contingent upon the Client’s fulfilling the obligations listed below this paragraph. Failure by the Client to comply with any of the obligations below shall: (a) relieve EntryReady of its obligation to meet any affected service level to the extent such failure contributes to or causes the service level miss; and (b) not entitle the Client to service credits or any other remedy under this SLA with respect to such affected service levels:
- For Priority Support: maintaining an active Technical Support Agreement with EntryReady for the duration of any period in which the Client expects to receive Priority Support services under this SLA
- Designating and maintaining a current list of Authorized Contacts with appropriate technical knowledge to report and validate incidents, including a designated security contact for cybersecurity notifications
- Providing timely remote and physical access to Covered Systems as required for troubleshooting, maintenance, and security incident investigation
- Maintaining a suitable operating environment (power, cooling, physical security, network connectivity with adequate bandwidth for Wi-Fi 6 devices) for all Covered Systems per manufacturer specifications
- Maintaining, securing, and supporting all Client-owned computers, servers, networks, and on-site IT infrastructure that interact with or support Covered Systems; EntryReady bears no responsibility for the availability, performance, or security of Client-managed systems
- Implementing and maintaining computer security measures (including antivirus, firewall, access controls, and operating system patches) and regular data backup and disaster recovery procedures for any computer on which EntryReady Server™ is installed, unless a separate agreement is in place for EntryReady to perform these services. EntryReady shall not be responsible for data loss, corruption, or security breaches resulting from the Client’s failure to maintain adequate security or backup practices where no such separate agreement exists
- For Priority Support Clients with EntryReady Server™: EntryReady strongly recommends installation of the EntryReady Remote Support Agent. Where the agent is installed, the Client shall ensure it remains operational and connected to the network, and shall not disable, uninstall, or block the agent without prior written notice to EntryReady. If the agent is offline or unreachable due to Client-side actions, EntryReady’s ability to provide remote support and backup services may be impaired, and applicable SLA commitments may be suspended for the duration of the outage. Clients who decline installation of the Remote Support Agent acknowledge that: (a) EntryReady’s remote diagnostic and troubleshooting capabilities will be limited; (b) the Client is responsible for providing alternative remote access (e.g., screen sharing) when requested by EntryReady during support sessions; (c) remote backup services under Section 8 will not be available; and (d) resolution times may be extended due to the additional coordination required for manual remote access
- Password protecting and physically securing the EntryReady Programmer™ at all times. The Programmer contains sensitive configuration and credential data capable of modifying lock settings and provisioning access credentials. The Client shall restrict access to the Programmer to authorized personnel only, shall not share Programmer passwords, and shall notify EntryReady immediately if the Programmer is lost, stolen, or suspected of unauthorized access. The Client shall not remove, disable, or interfere with the MDM software installed on the Programmer. EntryReady shall not be liable for security incidents or unauthorized access to Covered Systems resulting from the Client’s failure to secure the Programmer or tampering with the MDM software
- Reporting incidents promptly through the designated support channels (support portal, email, or phone)
- Not performing unauthorized modifications, installations, firmware changes, or configuration changes to Covered Systems without prior written approval from EntryReady
- Maintaining current and valid licenses for all software included in Covered Systems, including active Software Maintenance for EntryReady Server™ deployed in Standalone Mode if the Client wishes to receive software updates beyond the initial 12-month support period. Software Maintenance is included with an active EntryReady Cloud™ subscription for EntryReady Server™ deployments operating in Contingency Mode and does not require separate renewal
- Cooperating with EntryReady in root cause investigations and providing requested logs, data, and access
- Maintaining current integrations and credentials for connected PMS, identity provider, and wallet services
- Promptly notifying EntryReady of any suspected security incidents, unauthorized access attempts, or anomalous system behavior
- Returning defective hardware within 10 business days per the advance replacement program terms
- Installing advance replacement hardware or arranging for on-site installation services with EntryReady as a separately billable engagement
16. Support Channels and Hours of Operation
16.1 Support Channels
Clients may submit support requests through the following channels:
- Support Portal: https://entryready.myportallogin.com (preferred method – available 24/7)
- Phone: (689) 233-3212 (Business Hours; after-hours for P1 only)
16.2 Support Request Submission Requirements
To ensure timely and accurate processing, all support requests must include the following information at the time of submission:
- Client name, property or site name, and Authorized Contact information
- Affected product(s): model, serial number (for hardware), or software version (for EntryReady Server™ or EntryReady Cloud™)
- Description of the issue, including steps to reproduce if applicable
- Business impact and suggested priority level
- Any relevant screenshots, error messages, or log files
Incomplete support requests may delay triage and response. EntryReady’s SLA response time clock begins when a support request is submitted with sufficient information for EntryReady to begin diagnosis, as determined by EntryReady in its reasonable judgment. If additional information is required, the response time clock begins when the Client provides the requested details. For the avoidance of doubt, automated acknowledgment emails or ticket confirmations do not constitute the first meaningful communication for purposes of the Response Time definition.
16.3 Hours of Operation
Standard support is available during Business Hours (Monday–Friday, 8:00 AM–6:00 PM local time). After-hours support for P1 Critical and P2 High incidents and all Security Incidents classified as Critical or High is available 24/7/365. All support requests submitted outside Business Hours for P3 and P4 incidents will be acknowledged on the next business day.
16.4 Supported Languages
Technical support under this SLA is provided in English. Support requests submitted in other languages may experience delayed response times as translation may be required.
17. Change Management
All non-emergency changes to Covered Systems shall follow EntryReady’s standard change management process:
- Change requests must be submitted in writing by an Authorized Contact through the support portal or email
- EntryReady will assess the change for risk, impact, and required resources and provide a written change plan
- Standard changes will be scheduled during the next available Maintenance Window unless otherwise agreed
- Emergency changes (required to restore service from a P1 incident or to address a Critical security vulnerability) may be implemented immediately with post-change documentation provided within 24 hours
- All changes shall be documented in the ticketing system, including pre-change state, actions taken, and validation results
- Firmware updates shall follow the notification and deployment procedures defined in Section 10.3
18. Term, Amendments, and Termination
18.1 Term
This SLA is effective as of the date of Client acceptance of the Covered Systems in the Client’s environment (the “Effective Date”), as evidenced by written acceptance of the installation deliverables or deemed acceptance pursuant to the applicable Installation Statement of Work. This SLA shall remain in effect for the duration of the Client’s applicable Agreement with EntryReady. Base Support services remain available for the duration of the Client’s active EntryReady Cloud™ subscription, hardware warranty period, or EntryReady Server™ initial 12-month support period, as applicable. Priority Support services require an active Technical Support Agreement; if the Client’s Technical Support Agreement expires, lapses, or is terminated for any reason, all Priority Support obligations are immediately suspended and the Client’s support level reverts to Base Support (to the extent the Client remains eligible for Base Support). Priority Support shall be reinstated upon the Client entering into a new Technical Support Agreement. For the avoidance of doubt, EntryReady shall have no liability for any failure to meet Priority Support service levels during any period in which the Client does not maintain an active Technical Support Agreement.
18.2 Amendments
EntryReady may update this SLA from time to time to reflect changes in service capabilities, technology, industry best practices, or regulatory requirements. Material changes shall be communicated to the Client in writing at least 30 days prior to the effective date. If the Client objects to a material change, the Client’s sole remedy shall be to terminate the Technical Support Agreement upon written notice to EntryReady within 15 days of receiving the change notification; otherwise, continued use of services after the effective date constitutes acceptance of the updated terms. Non-material changes (including updates to support processes, contact information, and Maintenance Windows) may be made at any time with reasonable notice.
18.3 Termination
Either party may terminate this SLA in accordance with the termination provisions of the Agreement. In the event of termination for cause by either party, the non-breaching party shall provide written notice specifying the breach and a 30-day cure period before termination becomes effective; provided, however, that no cure period shall apply to the Client’s failure to pay amounts when due if such failure continues for more than 15 days after written notice. Upon termination or expiration of this SLA for any reason: (a) all service level commitments, response time obligations, and service credit entitlements shall immediately cease; (b) EntryReady shall provide reasonable transition assistance for a period of up to 30 days following the effective date of termination, subject to payment of applicable fees at EntryReady’s then-current professional services rates; and (c) the Client shall return all EntryReady-owned equipment, including any advance replacement units, within 10 business days. Sections 4.2 (Exclusions), 13 (Service Credits and Remedies), 14 (Limitation of Liability), and 15 (Client Responsibilities) shall survive termination or expiration of this SLA.
Last Updated April 1, 2026