Skip to main content

Service Level Agreement (SLA)

For optimal viewing results, mobile users should orient their device horizontally.

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 Response OptionDe-escalation Examples
LEVEL 4

24/7 EMERGENCY SUPPORT

 InabilityComplete loss of key system functions that creates and inability to transact with alla guestssubstantial orpercentage operateof basic business functions (e.g., making sales).guests.
  • 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 local service call within 1 hour*
  • RestartCloud systemor services
    • Offline
  • OrMode below(to optionsLevel 3)
LEVEL 3

CRITICAL

 

24/7

Support

 Partial loss of key system functions,functions that creates a limited ability to transacttransact. or operate,Payments orfunding a non-emergent issue with potential long-term impact.issues
  • Credit Card Batch Failure
  • Loyalty Program/Gift Card Issues
  • Critical Printer Failures
  • Partial POS Failure (INGAGE-provided hardware)
  • Full Online Ordering or KitchenHub integration Outage
  • 4‑2-hour business response time
  • Dispatch within 8 business hours*
  • INGAGE resolution or 3rd‑party escalation within 248 business hours
  • EnableMove offlineor creditreroute carddevices processing(to Level 2)
  • OrSplit belowout optionsfailed 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)
  • IncorrectRewards pricing/ (e.g.,Scheduling Happy/ Hour)Insights outages 
  • 4 business hour response time
  • INGAGESupport team solution (or escalation to 3rdTier party)3 within 248 business hours
  • Same day shipping cut off is 2pm M-F

     

  • Enable POS backup cloud mode
  • Reroute printing
  • Schedule follow‑up service (remote/on‑site)*
  • Remote support
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
  • INGAGESupport resolutionteam solution or 3rd-partyescalation escalationto Tier 3 within 7224 business 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.  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).

Back to top