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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 KitchenHub integration Outage
  • 2-hour response time
  • Dispatch within 8 hours*
  • INGAGE resolution or 3rd‑party escalation within 8 business hours
  • Move or reroute 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 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).

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