Service Level Agreement (SLA)

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Introduction

This document details our service level agreement (SLA). 

Our goal is to provide reliable, consistent, and high-quality service that supports your business operations. This SLA establishes clear expectations, accountability, and transparency, ensuring that both parties share a common understanding of service priorities and responsibilities.

Service Level Agreement

Priority	Definition	Examples	Response Time	De-escalation Examples
LEVEL 4 24/7 EMERGENCY SUPPORT	Complete loss of key system functions that creates and inability to transact with a substantial percentage of guests.	Order Entry Down (all devices)** Credit Card Processing Down (all stations)** Kitchen Printing/KDS Down (multiple/all units) Total System Outage	Return missed call within 15 minutes Resolve emergencies within 4 hours Dispatch local service call within 1 hour*	Cloud or Offline Mode (to Level 3)
LEVEL 3 CRITICAL   24/7 Support	Partial loss of key system functions that creates a limited ability to transact.  Payments funding issues	Credit Card Batch Failure Gift Card Issues Critical Printer Failures Partial POS Failure (INGAGE-provided hardware) Full Online Ordering or 3rd-Party DSP integration Outage	2-hour response time Dispatch within 8 hours* INGAGE resolution or 3rd‑party escalation within 12 hours	Move, reroute or spare devices (to Level 2) Split out failed batch to continue processing (to Level 2)
LEVEL 2 URGENT   Standard Business Hours	Reduced capabilities for common operational functions; time-sensitive hardware/software changes.	Printer issues Non-POS Wi‑Fi outage Handheld device issues Hardware/ Software failure from tampering, damage, or accidents (billable) Rewards / Scheduling / Insights outages	4 business hour response time Support team solution or escalation to Tier 3 or 3rd-party within 8 business hours Same day shipping cut off is 2pm M-F
LEVEL 1 IMPORTANT   Standard Business Hours	Software/hardware changes, upgrades, maintenance, and user training.	Training on programming updates (button creation, price changes). Menu programming ALWAYS billable at prevailing rates General software updates (seasonal changes, new configs) Reporting & back‑end setup/issues Hardware failures (non‑INGAGE hardware) 3rd‑party integrations Rewards / Scheduling / Insights changes	8-hour business response time Support team solution or escalation to Tier 3 within 24 business hours

*On-site service is provided at the discretion of INGAGE LLC. Customers must first assist INGAGE technicians through required remote-support troubleshooting before an on-site visit will be dispatched.  1 hour response time applies to the 7-county metro area only.  

**For multi‑station sites, a single‑station outage is not covered unless it affects overall operations (i.e., multiple stations or a major system‑wide failure).

Appendix A — Infinity Support Operations Policy (ISOP)

Updates & Notice

INGAGE may update this ISOP with thirty (30) days’ advance notice.

Remote-First Requirement

All initial support is delivered via remote diagnostics. Company must fully assist in remote troubleshooting.

On-Site Service Eligibility

On-site service only after reasonable remote efforts and mutual agreement. On‑site service remains subject to the sole discretion of INGAGE and is limited to specific, justified circumstances. Without remote cooperation, onsite is billable.

Coverage Area & Hours

Included on‑site service is limited to the 7‑county metro area of MN, 8:00 a.m.–5:00 p.m., Monday–Friday (excluding holidays). If an on‑site need is identified outside these hours, INGAGE will schedule the visit for the next business day unless the Company elects billable after‑hours service. After‑hours service calls require payment upon completion.

Typical On-Site Frequency

Generally, not more than one onsite visit per month required.

Hardware Evaluation/Repair

If hardware requires evaluation, the Company may deliver or ship the equipment to INGAGE using a provided label. INGAGE will determine repair or replacement and return the equipment at its expense, and may use third‑party services or expedited shipping when it speeds resolution.

After-Hours & Out-of-Scope

Any onsite beyond defined coverage is billable at standard rates.

Emergency Definition Alignment

Level 4 = inability to transact. Single-station outages at multi-station sites not Level 4 unless affecting operations.