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Service Level Agreement (SLA)

Introduction

This document will 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 Response Option Examples
LEVEL 4

24/7 EMERGENCY SUPPORT

 Inability to transact with all guests or operate basic business functions (e.g., making sales).
  • Order Entry Down (all devices)**
  • Credit Card Processing Down (all stations)**
  • Kitchen Printing/KDS Down (multiple/all units)
  • Total System Outage (non‑power)
  • Full Online Ordering Outage
  • Return missed call within 15 minutes
  • Resolve emergencies within 4 hours
  • Dispatch service call within 1 hour*
  • Restart system services
  • Or below options
LEVEL 3

CRITICAL

 Partial loss of key system functions, limited ability to transact or operate, or a non-emergent issue with potential long-term impact.
  • Credit Card Batch Failure
  • Loyalty Program/Gift Card Issues
  • Critical Printer Failures
  • Partial POS Failure (INGAGE-provided hardware)
  • 4‑hour business response time
  • Dispatch within 8 business hours*
  • INGAGE resolution or 3rd‑party escalation within 24 hours
  • Enable offline credit card processing
  • Or below options
LEVEL 2

URGENT

 

 Reduced capabilities for common operational functions; time-sensitive hardware/software changes.
  • Printer issues
  • Wi‑Fi outage
  • Handheld issues
  • Hardware/ Software failure from tampering, damage, or accidents (billable)
  • Incorrect pricing (e.g., Happy Hour)
  • 4 business hour response time
  • INGAGE solution (or escalation to 3rd party) within 24 hours
  • Enable POS backup cloud mode
  • Reroute printing
  • Schedule follow‑up service (remote/on‑site)*
  • Remote support
LEVEL 1

IMPORTANT

 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
  • 8-hour business response time
  • INGAGE resolution or 3rd-party escalation within 72 hours
  • Remote training and Support 
  • Emailed reports or solutions

*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.

**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).

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