Service Level Agreement
Effective 2026-04-23 · Incorporated into the Table Menu Terms of Service
1. Uptime target
Table Menu targets 99.5% Monthly Uptimefor the platform's core ordering, kitchen display, and admin functions. Monthly Uptime Percentage is calculated as ((Total Minutes in Month minus Downtime Minutes) / Total Minutes in Month) x 100.
Downtime means the platform is unavailable to authorized users for placing orders or accessing the kitchen display, as determined by Table Menu's monitoring infrastructure.
| Monthly Uptime | Service Credit |
|---|---|
| 99.5% or higher | No credit |
| 99.0% to 99.49% | 5% of that month's fees |
| 95.0% to 98.99% | 10% of that month's fees |
| Below 95.0% | 20% of that month's fees |
2. Credit mechanics
- Credits are applied as a deduction against the following month's invoice. Credits are not redeemable for cash.
- Operators must submit a credit request to support@tablemenu.app within 30 days of the end of the affected month. Requests must include date and time of outage (with timezone), affected features, and impact description.
- Table Menu reviews credit requests within 10 business days. Table Menu's uptime measurements from its monitoring infrastructure are the authoritative source.
- Total SLA credits in any 12-month period do not exceed 100% of fees paid in that period.
- SLA credits are the sole and exclusive financial remedy for service unavailability except where unavailability results from gross negligence or wilful misconduct.
3. Excluded downtime
The following periods are excluded from downtime calculations:
- Scheduled maintenance. Up to 2 hours per calendar month with at least 72 hours email and in-app notice. Table Menu avoids 11:00 AM to 2:00 PM ET and 5:00 PM to 10:00 PM ET wherever operationally feasible.
- Emergency maintenance to address a critical security vulnerability or imminent data loss risk. Notice as practicable.
- Force majeure including natural disasters, declared pandemics, widespread internet infrastructure failures, or government-mandated shutdowns.
- Customer-caused outages including Operator misconfiguration, exceeding usage limits, Operator internet or power, or hardware not meeting documented requirements.
- Subprocessor outages caused by third-party services (Supabase, Stripe, Clover, Twilio, Apple, Google, Vercel, Sentry, Anthropic, Gemini) beyond Table Menu's reasonable control.
- Beta features explicitly designated as Beta or Preview are excluded from SLA coverage.
4. Maintenance windows
Standard maintenance window: 2:00 AM to 6:00 AM ET on weekdays for planned work. 72 hours email notice for planned maintenance. Emergency maintenance: as much notice as possible with a post-incident report within 24 hours.
Table Menu recognizes that restaurant POS downtime during dinner service (5:00 PM to 10:00 PM ET) and weekend lunch (11:00 AM to 2:00 PM ET) is disproportionately damaging. We use best efforts to avoid these windows for all maintenance.
5. Measurement methodology
- Uptime is measured on a rolling calendar-month basis (first day 00:00 ET to last day 23:59 ET).
- External uptime monitoring of the platform's core endpoints is being rolled out as part of launch hardening; once live, an outage is declared when 3 consecutive 60-second checks fail.
- A public status page for current and historical uptime is being published; until it is live, operators may request current status by email.
- Operators may request a monthly uptime report by emailing support@tablemenu.app.
6. Disaster recovery
Table Menu targets a Recovery Time Objective (RTO) of 4 hours and a Recovery Point Objective (RPO) of 1 hour for major platform failures. Database backups are performed every hour with 7-day point-in-time recovery via Supabase.
Contact
SLA credit requests and status inquiries: support@tablemenu.app