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Service Level Agreement

DSMenu SLA v2

DSMenu Service-Level Agreement (SLA)

Effective Date: 9/15/24

1. Introduction

This Service-Level Agreement (SLA) outlines DSMenu’s commitments to clients across all plans, including performance metrics, support procedures, and responsibilities. The SLA applies to the Basic, Standard, Pro, Enterprise, and Affiliate plans. All service levels are based exclusively on email communications.

2. Service Description

Plan Breakdown:

  • Basic (Free): Limited features; no guaranteed support.
  • Standard: Standard features with email support.
  • Pro: Advanced features with priority email support.
  • Enterprise: Customized features with comprehensive email support.
  • Affiliate:  (Admin: Email, voice, and SMS support; Client: No support from DSMenu)

3. Severity Levels

Issues reported to DSMenu are categorized as follows to determine the level of attention and resolution priority they will receive. Additionally, clients are encouraged to evaluate if the issue can be resolved using the Emergency Menu Plan, which ensures business continuity.

Severity Level Definition Examples Emergency Plan Applicability
Critical A system-wide issue causing a complete disruption of service, preventing access to DSMenu services. Platform-wide outages, database failures. Yes - USB or printed menus can maintain operations while the issue is resolved.
High A significant issue impacting multiple users or features that are vital to day-to-day operations. Menu publishing delays, missing template data. Yes - USB or printed menus can maintain operations while the issue is resolved.
Moderate A localized issue or partial service degradation that has a workaround or minimal operational impact. UI glitches, delayed email notifications. Yes - Minimal disruption; emergency plan use unlikely.
Low Cosmetic or minor issues that do not affect functionality. Typos, incorrect icons, broken links. Not Applicable - No need for an emergency plan.

4. Performance Metrics

Uptime Commitments:

Plan Uptime Percentage
Basic 95%
Standard 98%
Pro 99.5%
Enterprise 99.9%
Affiliate 99.9%

Response and Resolution Times (via email only):

Note: All support inquiries must be initiated via email. Phone or SMS support is not available under this SLA.

Severity Level Response Time hrs Resolution Time
Critical 4 24-48
High 24-48 48-72
Moderate 24-48 48-72
Low 24-48 48-72

5. Reference to Emergency Plan

For critical issues caused by external factors, such as hardware failures (e.g., TV malfunctions) or internet outages, clients should refer to the DSMenu Emergency Menu Plan. This plan includes preparing USB drives with the latest menu images and maintaining paper menus as backups to ensure business continuity.

6. Responsibilities

DSMenu Responsibilities:

  • Ensure platform uptime according to service plan metrics.
  • Provide support based on the client’s plan level and issue severity exclusively via email communication.
  • Notify clients of planned maintenance or expected downtimes.

Client Responsibilities:

  • Report issues promptly via email with detailed information for troubleshooting.
  • Prepare for emergencies as outlined in the Emergency Menu Plan, including maintaining USB drives and paper menus.
  • Ensure a stable internet connection and compatible devices for accessing DSMenu services.
  • Adhere to DSMenu’s Terms of Service.

7. Exclusions

DSMenu is not liable for service interruptions caused by:

  • Force majeure events (e.g., natural disasters, wars).
  • Client-side hardware or connectivity failures.
  • Failure to maintain backups as outlined in the Emergency Menu Plan.

8. Conclusion

DSMenu is dedicated to providing reliable, high-quality service to all our clients. Should you have any questions or require further clarification on this SLA, please contact us via email at info@dsmenu.com.