Service Level Agreement (SLA)
Last Updated: 22/06/2026
This Service Level Agreement ("SLA") supplements the DigitalTable Terms and Conditions and governs the availability, support, and performance of the DigitalTable POS Lite and DigitalTable Premium software platforms (the "Service").
1. Core Architecture and Offline Capability
DigitalTable is designed for maximum resilience in the hospitality environment. Both DigitalTable POS Lite and DigitalTable Premium feature Offline Capability.
- Offline Operations: In the event of a local internet service provider (ISP) outage or network failure, the local POS terminal will seamlessly transition to offline mode. Merchants can continue to create tickets, send orders to the kitchen printers, and accept cash payments without interruption.
- Sync Requirements: Once internet connectivity is restored, the local terminal will automatically sync all offline transactional data to the DigitalTable cloud servers.
- Limitations During Offline Mode: Functions that strictly require internet access, including but not limited to third-party digital payment processing (e.g., Razorpay, UPI QR generation), remote admin dashboard updates, and WhatsApp API notifications, will be unavailable until the connection is restored.
2. Cloud System Uptime Commitment
While core operations run offline, DigitalTable guarantees a 99.9% Uptime Percentage for our cloud-based infrastructure, which includes:
- The Merchant Admin and Manager web dashboards.
- The background data synchronization servers.
- The customer-facing digital QR menu hosting.
Downtime Definition: Downtime is defined as a period where the cloud infrastructure is entirely unreachable or unable to sync data from an online local terminal for more than five (5) consecutive minutes. Downtime does not include planned maintenance or outages caused by the Merchant's local internet connection.
3. Support Response Times
DigitalTable provides technical support to assist with software bugs, sync issues, and general usage questions. We categorize support requests by severity and commit to the following initial response times during standard business hours (9:00 AM - 6:00 PM IST):
| Severity Level | Description | Initial Response Target |
|---|---|---|
| Severity 1 (Critical) | Core POS application fails to launch, or offline mode completely fails to function, halting the Merchant's ability to take orders. | Within 2 Hours |
| Severity 2 (High) | Cloud sync fails upon internet restoration, or the admin dashboard is completely inaccessible. | Within 4 Hours |
| Severity 3 (Normal) | Non-critical bugs, menu configuration questions, or reporting errors that do not stop order flow. | Within 24 Hours |
| Severity 4 (Low) | General inquiries, feature requests, or billing questions. | Within 48 Hours |
4. Planned Maintenance
To ensure optimal performance and security, DigitalTable will periodically perform system maintenance.
- We will make commercially reasonable efforts to schedule planned maintenance outside of peak restaurant operating hours.
- We will notify Admins via the dashboard or email at least forty-eight (48) hours in advance of any planned maintenance that requires the cloud systems to be taken offline.
- During cloud maintenance windows, Merchants can continue to operate using the Offline Capability of the POS.
5. Service Credits
If DigitalTable fails to meet the 99.9% Cloud System Uptime Commitment in a given billing month, the Merchant may be eligible for a Service Credit.
- Uptime 99.0% - 99.89%: 10% credit of the monthly subscription fee.
- Uptime below 99.0%: 25% credit of the monthly subscription fee.
To claim a Service Credit, the Merchant must submit a written request to our support team within seven (7) days of the downtime incident. Service credits are applied to future billing cycles and cannot be exchanged for cash.
6. Exclusions
This SLA, including uptime guarantees and service credits, does not apply to any performance issues or downtime caused by:
- Factors outside of DigitalTable's reasonable control, including force majeure events, natural disasters, or regional internet blackouts.
- Failures of the Merchant’s local hardware, local area network (LAN), routers, or primary Internet Service Provider (ISP).
- Unauthorized modifications made to the Software by the Merchant or their staff.
- Outages of third-party integrations (e.g., payment gateways, WhatsApp API).