This SLA is apart of the Agreement between the Company and Customer and is subject to theTerms and Conditions of the Company, available at https://www.trykitchenhub.com/company/termsand Order Form with the Customer. Capitalized terms used in this SLA shall havethe meaning ascribed to them in the Agreement. The SLA provides a detailedunderstanding of the service standards and commitments for support and serviceavailability.
1.1 General Uptime: The Company guarantees an uptime of more than 99% per month. The term “Uptime” shall mean the amount of time the service is available and operational, expressed as a percentage of total possible operational time.
1.2 Error Rate for API Requests: The error rate for API requests will not exceed 0.1%. These are typical errors that could happen: orders are not going to a webhook, requests to the API with error code 5xx, menu synchronization doesn’t work correctly.
2.1 Support Hours: The Company will offer customer support from 7:00 AM to 11:59 PM EST/EDT.
2.2 SupportDays: Customer support will be available seven days a week, including weekends and holidays.
2.3 SupportChannels: The Customer can reach out for support through Slack and Telegram in specific support channels that were created for this purpose.
2.4 Response Time: The Company commits to a Response Time of up to 1 hour from the time a support request is received during support hours. The term “Response Time” refers to the duration from when a support request is submitted by the Customer to the time a Company's representative acknowledges the request and provides an initial response.
3. Resolution Time for Tickets.
The term “ResolutionTime” shall mean the time taken to fully resolve an issue after it has been reported and acknowledged by the Company. Resolution Time varies based on the priority level of the ticket and is categorized based on the priority of the issue, which is determined as follows:
a) Urgent Priority: Issues that critically impact the Customer’s business operations, such as a significant number of orders not processing. These are treated with the highest urgency and will be resolved within 3 Working Days. The term “Working Day(s)” shall mean Monday through Friday, excluding public holidays observed in the United States of America. These are the days on which issue resolution activities are carried out.
b) High priority: Issues that have a considerable impact but are not critical, such as a few orders not processing per day, incorrect order data, or any billing inquiries. These issues will be resolved within 5 Working Days.
c) Normal Priority: Issues that have a minimal impact on the Customer’s business operations, such as consultancy requests or minor system glitches that do not affect order processing. The resolution time for these issues will be up to 10 Working Days.
The Company is not responsible for issues arising from problems on the provider's side or with third-party integrations. While no specific SLA can be provided for such scenarios, the Company will endeavor to resolve these issues as soon as possible.