Service Level Agreement
Last updated: 1/01/2026
1. Purpose
This Service Level Agreement (“SLA”) describes the service availability commitments and
support principles applicable to the PassportScan platform operated by GlobeID Limited
(“GlobeID”).
This SLA forms part of, and is governed by, the Terms and Conditions.
In case of conflict, the Terms and Conditions shall prevail.
2. Scope of Services
This SLA applies to the PassportScan cloud platform, including:
- web-based dashboards
- APIs
- backend services required to perform guest check-ins
- integrations operated by GlobeID
This SLA does not apply to:
- customer networks or devices
- third-party systems (e.g. PMS platforms)
- internet connectivity outside GlobeID’s control
- on-device mobile processing
3. Service Availability
3.1 Availability Commitment
GlobeID targets a monthly service availability of 99.5%, calculated on a calendar-month basis.
Availability refers to the ability of authorised users to access and use the core PassportScan Services.
3.2 Scheduled Maintenance
Scheduled maintenance may be required to ensure system stability and security.
- Maintenance is typically performed outside of peak usage hours where possible
- Advance notice will be provided where reasonably practicable
- Scheduled maintenance is excluded from availability calculations
3.3 Exclusions
The following are excluded from availability calculations:
- scheduled maintenance
- force majeure events
- issues caused by third-party services or integrations
- customer misconfiguration or misuse
- outages caused by internet service providers
4. Support Services
4.1 Support Channels
Support requests may be submitted via:
4.2 Support Hours
Standard support is provided during business hours (Monday–Friday), excluding public holidays in Ireland.
4.3 Incident Severity Levels
| Severity | Description |
|---|---|
| Critical | Service unavailable for all customers |
| High | Major functionality unavailable, significant impact |
| Medium | Partial functionality degraded |
| Low | Minor issues, questions, or requests |
4.4 Target Response Times
| Severity | Target Initial Response |
|---|---|
| Critical | Within 8 business hours |
| High | Within 1 business day |
| Medium | Within 2 business days |
| Low | Within 3 business days |
Response times refer to acknowledgement, not resolution.
5. Incident Management
GlobeID will use commercially reasonable efforts to:
- investigate reported incidents
- mitigate impact
- restore service availability
Customers are expected to provide sufficient information to allow proper investigation.
6. Service Credits
- This SLA does not provide service credits or financial compensation
- Availability commitments are targets, not guarantees
Nothing in this SLA limits GlobeID’s liability beyond what is set out in the Terms and Conditions.
7. Customer Responsibilities
The Customer is responsible for:
- maintaining compatible systems and devices
- ensuring correct configuration
- managing user access and credentials
- complying with applicable laws and regulations
8. Changes to the SLA
GlobeID may update this SLA from time to time.
Material changes will be communicated where required, and the latest version will always be published with an updated “Last updated” date.
9. Governing Law
This SLA is governed by the laws specified in the Terms and Conditions.
