Service level (SLA)

We commit to 99.9% uptime per month. Planned maintenance is excluded from that figure and is announced at least 48 hours in advance.

First response is given within 30 minutes for critical (sales-stopping) tickets, 2 hours for high-priority tickets and 1 business day for normal tickets.

Register and kiosk devices keep taking orders in offline mode when the connection drops; transactions are transferred to head office once it returns.

Maintenance takes place between 02:00 and 04:30. Even when the panel is closed during maintenance, registers keep working.

In months where uptime falls below what we commit to, a pro-rata service credit is granted against the monthly fee.