Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the service availability, support commitments, maintenance policies, and operational standards provided by Foodtro for its restaurant website builder and online ordering platform.

2. Service Availability

Foodtro aims to maintain a minimum service availability of 99.5% monthly uptime, excluding scheduled maintenance, force majeure events, third-party outages, and circumstances beyond our reasonable control.

3. Support Response Times

Our support team aims to respond to service requests within the following timeframes:

Critical Issues: Within 2–6 business hours

High Priority Issues: Within 12 business hours

General Support Requests: Within 24–48 business hours

4. Issue Resolution

Resolution times depend on the nature and complexity of the issue. Foodtro will make commercially reasonable efforts to investigate, prioritize, and resolve reported issues as quickly as possible.

5. Scheduled Maintenance

Periodic maintenance may be required to improve security, performance, reliability, and platform functionality. Whenever practical, advance notice will be provided before scheduled maintenance activities.

6. Platform Monitoring

Foodtro continuously monitors platform health, infrastructure performance, and system stability to maintain service reliability and identify potential issues proactively.

7. Service Limitations

This SLA does not apply to service interruptions resulting from:

• Third-party service failures or outages
• Payment gateway downtime
• DNS or domain-related issues
• Internet service provider disruptions
• User configuration errors or unauthorized modifications
• Force majeure events beyond reasonable control

8. Customer Responsibilities

Customers are responsible for maintaining valid third-party accounts, domain registrations, payment gateway accounts, and any external services required for their restaurant website and online ordering operations.

9. Third-Party Services

Foodtro integrates with third-party providers including payment gateways, SMS providers, email services, cloud hosting providers, and mapping services. Service availability of these providers is governed by their respective service commitments and policies.

10. SLA Updates

Foodtro reserves the right to update or modify this SLA at any time. Updated versions will be published on this page. Continued use of the platform constitutes acceptance of any revised terms.

11. Contact Information

For questions regarding this Service Level Agreement or support-related matters, please contact our team at sales@foodtro.co.