Version 1.0 | Published [publication date]
These schedules apply when incorporated into a signed Order Form between Vary Services LLC (Vary), provider of Pricey, and the Customer named in that Order Form. The Order Form sets fees, term and any exceptions, and controls over these schedules where it expressly says so. Each signed Order Form identifies the version of these schedules it accepts. Later versions published on this website do not amend an existing agreement unless both parties agree in writing.
Schedule B — Maintenance and Support
Direct support is provided by Vary for the active hosted service and the scope agreed in Schedule D. The service fee includes investigation and correction of reproducible Pricey defects and routine maintenance of the agreed integrations. It does not purchase unlimited development or third-party vendor support.
B1 Support channels and operating hours
Primary contact: the support email stated in the Order Form. Customer's designated administrators will submit an issue summary, affected order references, business impact and reproduction steps without sending full card data or unnecessary guest information. Vary will acknowledge receipt and coordinate investigation and updates.
Support coverage hours, time zone and any customer-specific response targets are set out in the Order Form. Unless that Order Form states otherwise, the response targets below apply during those coverage hours. Support outside those hours requires a separate written arrangement; this schedule does not promise 24-hour staffing.
| Priority | Example impact | Initial response target |
|---|---|---|
| Critical | Production checkout unavailable or suspected duplicate charges | Within 4 support hours |
| High | Material booking failure with no practical workaround | Within 1 business day |
| Normal | Limited defect or reporting question | Within 2 business days |
| Request | Configuration guidance or enhancement request | Within 3 business days |
Response targets are commercially reasonable objectives measured during the agreed coverage hours, not resolution guarantees. A support hour is an hour within the coverage schedule, and a business day is a day within it. Vary will assess priority with Customer and provide status and next steps. Security incidents also follow Schedule C, independent of these support targets.
B2 Maintenance and dependency management
Vary will maintain the hosted Pricey service and agreed integrations, investigate failures, apply appropriate fixes and monitor relevant integration changes. Planned maintenance that is likely to interrupt checkout will be communicated in advance where practicable. Emergency maintenance may occur sooner with notice as soon as practicable.
Vary will help diagnose connected booking or payment systems or infrastructure failures and coordinate with those providers where authorized. Their service levels, API access, approvals, inventory behavior and fees remain subject to Customer's applicable third-party arrangements. A material external API change requiring new functionality will be assessed jointly; additional paid work requires an approved change order. Routine in-scope upkeep remains included.
B3 Customer responsibilities and exclusions
Customer will maintain supported configurations and authorized access, identify an operational contact, participate in troubleshooting and review unresolved bookings. Customer will keep guest policies, prices, tax settings and inventory rules current. Issues caused by unauthorized modifications or Customer systems, on-site support, new integrations, new features and additional training beyond Schedule D may be separately scoped. Vary will identify any proposed charge before work begins.
B4 Operational safeguards
Before Go Live, the parties will document escalation contacts, the treatment of incomplete or partially confirmed packages, duplicate-prevention checks, refund and cancellation steps, and the procedure for pausing checkout. Neither party will knowingly continue commercial checkout through a material capacity or payment-control failure without an agreed safe workaround.
B5 Continuity
Vary will maintain documented operating procedures and secure credential management sufficient for the service to be maintained, paused or exported if its primary contact is unavailable. Any backup support contact will be identified in the Order Form or before Go Live.