Maintenance Policy

This Maintenance Policy describes how MiseCentral LLC ("MiseCentral," "we," "us," or "our") performs scheduled and emergency maintenance on the Services. This policy supplements the Service Availability Policy, Agreement, and SLA where applicable.

1. Purpose

1.1. MiseCentral performs maintenance to deploy improvements, apply security patches, upgrade infrastructure, and preserve reliability of the Services.

1.2. MiseCentral seeks to minimize disruption to Customer operations while maintaining a secure and current platform.

2. Types of Maintenance

2.1. Standard Scheduled Maintenance. Planned maintenance for releases, patches, and infrastructure updates performed during designated maintenance windows.

2.2. Emergency Maintenance. Unplanned maintenance required to address critical security vulnerabilities, active threats, or imminent platform failure.

2.3. Rolling Maintenance. Updates applied incrementally across infrastructure components to reduce full-platform impact where architecture supports zero-downtime deployment.

3. Maintenance Windows

3.1. Default Window. Unless otherwise stated in an Order Form, standard scheduled maintenance occurs on Sundays between 02:00 and 06:00 Eastern Time (United States).

3.2. Enterprise Windows. Enterprise Customers may negotiate alternative maintenance windows in their Order Form where operationally feasible.

3.3. Duration. MiseCentral targets completion of scheduled maintenance within the announced window. Actual duration may vary based on validation requirements.

4. Notice

4.1. Scheduled Maintenance. MiseCentral provides at least seventy-two (72) hours' advance notice of standard scheduled maintenance that may materially affect Service availability, through the status page, email to Customer administrators, or in-product notification.

4.2. Emergency Maintenance. MiseCentral provides notice as soon as practicable before or concurrently with emergency maintenance. Notice may be shortened when immediate action is necessary to prevent harm.

4.3. Release Notes. Material feature changes are described in Documentation or release notes where appropriate.

5. Availability Impact

5.1. MiseCentral uses rolling deployment and redundancy to avoid maintenance downtime where feasible.

5.2. When brief interruptions occur, they are excluded from Availability calculations under the Service Availability Policy and SLA.

5.3. If scheduled maintenance exceeds the announced window or causes unplanned extended outage, MiseCentral updates Customers through status communications.

6. Customer Responsibilities

6.1. Customer should subscribe to status notifications and maintain current administrator contact information.

6.2. Customer should plan critical hospitality operations with awareness of announced maintenance when possible.

6.3. Customer-managed integrations and Connected Services may require adjustment after API or schema updates described in release documentation.

7. Support During Maintenance

7.1. Support channels may have reduced capacity during maintenance windows. Critical security issues reported during maintenance receive priority handling under the Incident Response Policy.

8. Contact

MiseCentral LLC Attn: Support 8 The Green, Suite A Dover, DE 19901 United States legal@misecentral.com

Status notifications: as published in the Documentation and Customer portal