Service Level Agreement (SLA) – OrderCraft
Effective Date: 11/01/2025
Parties
Provider: OrderCraft (“the Provider”)
Customer: The restaurant or organization subscribing to OrderCraft services (“the Customer”)
1. Purpose
This Service Level Agreement (“SLA”) sets forth the service commitments, performance standards, and responsibilities of OrderCraft in providing its SaaS restaurant management platform to the Customer. Its purpose is to define the expected service levels, measurement criteria, and remedies in case of service performance issues.
2. Scope of Services
OrderCraft provides the following services:
- Restaurant management platform including:
- Order management and tracking
- Kitchen workflow management
- Delivery management
- Cashier and payment processing (via third-party providers)
- Customer management
- Marketing and reporting tools
- Integration with third-party services for email, analytics, and payments (Brevo, Firebase, Google Analytics, PayPal, Tawk.to, Vercel)
This SLA applies to all aspects of the above services as delivered to the Customer.
3. Service Availability (Uptime)
- Target Availability: OrderCraft aims to provide 99.9% uptime per calendar month, excluding scheduled maintenance.
- Scheduled Maintenance: Maintenance windows will be communicated at least 48 hours in advance and do not count against uptime.
- Measurement: Uptime is measured as the total minutes the service is available, divided by total minutes in the month, excluding scheduled maintenance.
4. Support and Response Times
OrderCraft provides support through official channels (email, support forms, and chat). Response times are classified by severity:
| Severity Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | ≤ 2 hours | ≤ 24 hours |
| High | Major functionality impaired | ≤ 4 hours | ≤ 48 hours |
| Medium | Partial impairment or minor bugs | ≤ 8 hours | ≤ 72 hours |
| Low | General inquiries, feature requests | ≤ 24 hours | Next business day |
Note: Resolution times may vary depending on complexity or third-party dependencies.
5. Customer Responsibilities
- Provide accurate and up-to-date information when registering and using the platform.
- Maintain their own secure passwords and access credentials.
- Comply with all terms of service, applicable laws, and regulations.
- Use the platform only for legitimate restaurant operations.
- Notify the Provider promptly of any issues affecting service use.
6. Service Exclusions
- Factors outside the Provider’s reasonable control, including internet service disruptions, force majeure events, or third-party provider failures.
- Customer’s misuse of the service or violation of terms.
- Scheduled maintenance as described in Section 3.
7. Service Credits and Remedies
If OrderCraft fails to meet the uptime target for a given month, the Customer is eligible for a service credit as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 5% of monthly subscription |
| 98.0% – 98.99% | 10% of monthly subscription |
| <98.0% | 20% of monthly subscription |
Credits are applied to the next billing cycle and do not constitute cash refunds. To claim a credit, the Customer must submit a written request within 30 days of the incident.
8. Data Security and Backup
- Encryption of sensitive data
- Secure authentication and access control
- Regular backups stored in secure locations (Firebase and Vercel infrastructure)
9. Limitation of Liability
The Provider shall not be liable for indirect, incidental, special, or consequential damages, including lost revenue or data. Total liability under this SLA is limited to the amount of subscription fees paid by the Customer in the preceding three months. The Provider does not guarantee uninterrupted service, error-free operation, or compliance with Customer-specific regulatory requirements.
10. Amendments and Termination
The SLA may be modified by the Provider with 30 days prior notice to the Customer. Either party may terminate the agreement according to the Terms of Service, including violations or misuse of the platform.
11. Governing Law and Jurisdiction
This SLA shall be governed by the laws of Guatemala. Any disputes arising under this SLA shall be submitted to the competent courts of Guatemala.
12. Acceptance
By using OrderCraft services, the Customer acknowledges and agrees to the terms of this SLA.