Applicability. M3 provides support to end-user customer(s) (“Customer(s)”) for their authorized users who have registered with M3 (“Users”) and are in good standing. Capitalized terms used but not defined in this document will have the meaning defined in the M3 Terms of Use (a/k/a EULA or Terms and Conditions) between M3 and Customer.
Uptime Availability. M3 will use commercially reasonable efforts to maintain generally accessible uptime availability for Software (excluding Scheduled Downtime and emergency maintenance). M3 agrees to notify Customer at least twenty-four (24) hours in advance of all scheduled outages of Software in whole or in part (“Scheduled Downtime”) except for emergency maintenance required to reduce risk to Software security in which case as much notice will be provided to the extent possible. Excluding releases, M3 performs system maintenance the 3rd Friday of every month and may be expanded to the 3rd and 4th Friday of each month pending maintenance requirements.
Exclusions. Support does not include the correction of, and M3 disclaims any obligation with respect to, any errors, defects, or other problems caused by, or resulting from:
(i) Customer’s failure to implement any update made available to Customer by M3 at no charge for addressing such error;
(ii) Customer’s failure to meet any minimum hardware or software requirements provided by M3 in writing;
(iii) Use of Software in a manner for which it was not designed or use not in conformance with M3 provided documentation;
(iv) Any alterations or modifications of, or additions to, Software made by parties other than the M3 or M3 authorized agents;
(v) Due to factors outside our reasonable control (for instance, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at Customer site or between Customer site and M3 data center; internet connectivity);
(vi) Customer’s unauthorized action or lack of action when required, or from the Customer’s employees, agents, contractors, or vendors, or anyone gaining access to our network by means of the Customer’s failure to follow appropriate security practices. M3 Service Level Agreement_v02-23
Communication. For M3 to respond to the Customer’s reports of difficulties or problems with Software and to assist in diagnosis of faults, Customer must submit all requests for support through M3’s Help Center (https://help.m3as.com/) and provide adequate information and documentation to enable M3 to recreate the problem. M3, following commercially reasonable efforts and failure to recreate the problem, may notify the Customer that the problem could not be recreated, located or identified, if such is the case.
Response Times and Availability M3 agrees to implement commercially reasonable efforts to provide a response to the request under the timeframes below subject to M3’s confirmation that the request priority category selected was consistent with applicable severity definitions and can be replicated.
Support Hours Sunday 11:00pm – Friday 11:00pm EST (24 hours/5 days a week) Saturday 8:00am – 6:00 pm EST | Sunday 8:00am – 6:00pm EST
Changes to Service Level Agreement. M3 may update or modify this document and its available support offerings at any time at its discretion and upon notice.
Discover Integrations
Explore powerful integrations that connect M3 with your favorite tools to streamline workflows and enhance operational efficiency.
For over 25 years, M3’s award-winning hotel accounting software has helped hoteliers reduce manual labor, automate financial reporting, and simplify their operations. Our comprehensive system combines hotel-specific software with business-critical integrations that deliver the financial visibility required to run a more efficient and profitable business.
