Service Level Agreement (SLA) To China Travel
Last Updated: 2025/10/21
Availability
We target 99.5% monthly uptime, excluding planned maintenance and force majeure.
Support
General inquiries responded within 24 hours; urgent incidents within 12 hours during support hours.
Weekend response times may be longer.
Exclusions
Third‑party outages, customer‑side network issues, misuse or violations of the AUP are excluded from SLA.
Service Credits
At our discretion and after verification, we may offer prorated credits for extended outages. Credits are not refunds and cannot be exchanged for cash.