Service Level Agreement

This Service Level Agreement ("SLA") is between QR Menu Platform ("we", "us", "Provider") and any subscriber on a paid plan ("Customer"). It describes the level of service the Customer can expect and the remedies available when we fall short.

This SLA applies to:

• The QR Menu Platform web application hosted at qrmenu.et.
• Customer-facing digital menu pages served via our infrastructure.
• The platform API used by integrations and partner tools.
• The QR code generation and management service.

This SLA does not apply to free-tier accounts, beta features, or third-party services such as Telegram, WhatsApp, or payment processors.

2.1 Monthly Uptime Target

We commit to a monthly uptime of 99.9% (the "Uptime SLA") for all production services covered by this agreement. Uptime is calculated as:

2.2 Downtime Definition

Downtime means any period during which the covered service is completely unavailable or returning errors on more than 5% of requests for a continuous period exceeding 5 minutes. Scheduled maintenance windows (see Section 4) are excluded from downtime calculations.

2.3 Historical Uptime

We publish a real-time and historical status page at status.qrmenu.et. Customers may subscribe to status notifications via email or RSS.

3.1 Severity Levels

3.2 Response & Resolution Targets

All support requests must be submitted through the in-app help widget or emailed to support@qrmenu.et. Initial response time is measured from the moment a ticket is created during supported hours.

4.1 Scheduled Maintenance

We perform routine maintenance during the following low-traffic windows (East Africa Time — EAT):

• Standard window: Tuesday and Thursday, 02:00–04:00 EAT.
• Extended maintenance: First Sunday of each month, 01:00–05:00 EAT (for major upgrades).

We will notify all active Customers at least 48 hours in advance of any scheduled maintenance via email and an in-app banner. Extended maintenance will be announced at least 7 days in advance.

4.2 Emergency Maintenance

In rare cases where an urgent security patch or critical fix must be deployed outside the standard window, we may perform emergency maintenance with shorter notice. We will notify customers as soon as reasonably practicable and aim to complete such maintenance within 2 hours.

4.3 Maintenance & SLA Calculations

Scheduled maintenance periods that are properly announced are excluded from uptime calculations. Emergency maintenance lasting more than 30 minutes counts as downtime for credit purposes.

5.1 Monitoring Infrastructure

We use automated monitoring tools that check service availability from multiple geographic locations every 60 seconds. Alerts are triggered immediately when:

• Uptime checks fail from 2 or more locations simultaneously.
• Error rates exceed 5% of requests over a 2-minute rolling window.
• API response times exceed 3 seconds (P95 latency).
• Database connection pool utilisation exceeds 90%.

5.2 Incident Communication

During a confirmed P1 or P2 incident, we will:

• Post an initial incident notice on status.qrmenu.et within 15 minutes of detection.
• Provide status updates at least every 30 minutes until resolved.
• Publish a post-mortem within 5 business days of P1 resolution, including root cause analysis and preventive measures.

6.1 Credit Schedule

If we fail to meet the Uptime SLA in any calendar month, eligible Customers may request a service credit applied to their next invoice:

6.2 How to Request a Credit

• Submit your credit request to support@qrmenu.et within 30 days of the end of the affected billing month.
• Include your account email, the dates and times of the downtime experienced, and a brief description.
• We will review and respond within 10 business days. Approved credits appear on the next invoice.

6.3 Credit Limitations

• Credits are the sole and exclusive remedy for SLA breaches.
• Total credits in any calendar month shall not exceed 50% of the monthly subscription fee.
• Credits are non-transferable and have no cash value.
• Customers in arrears are not eligible for credits until outstanding balances are settled.

The following are excluded from uptime calculations and credit eligibility:

• Scheduled maintenance — properly announced windows as defined in Section 4.
• Force majeure — events beyond our reasonable control including natural disasters, war, government action, internet backbone failures, or widespread cloud infrastructure outages affecting our providers.
• Customer-caused issues — outages caused by Customer's actions, misconfiguration, or custom code/integrations.
• Third-party services — downtime caused by payment processors, Telegram, WhatsApp, DNS providers not managed by us, or other external dependencies.
• Free-tier accounts — users on the free plan are not covered by this SLA.
• Beta features — features explicitly labelled as "Beta" or "Preview" carry no uptime commitment.
• DDoS attacks — while we implement DDoS mitigation, successful large-scale attacks are excluded from credit calculations.

In addition to uptime, we aim to meet the following performance benchmarks measured monthly:

Performance targets are aspirational benchmarks and do not trigger service credits independently, but are reviewed during quarterly business reviews with Enterprise customers.

9.1 Standard Escalation Path

If you feel your support ticket is not receiving adequate attention, use the following escalation path:

• Level 1 — Support team: Reply to your existing ticket or email support@qrmenu.et requesting escalation and include your ticket number.
• Level 2 — Support lead: If unresolved after 2× the target resolution time, email support-lead@qrmenu.et with "ESCALATION" in the subject line.
• Level 3 — Engineering on-call: For critical P1 issues unresolved after 2 hours, call our emergency line (provided to Professional and Enterprise subscribers in your welcome email).

9.2 Enterprise Dedicated Support

Enterprise subscribers are assigned a dedicated account manager who acts as the primary escalation point. Enterprise customers also receive:

• A private Telegram or WhatsApp group for direct communication with our technical team.
• Monthly review calls to discuss performance, upcoming changes, and roadmap alignment.
• Priority queuing for all support tickets and change requests.

We review this SLA annually and may update it to reflect improvements in our service, changes in technology, or evolving business requirements. Material changes will be communicated to subscribers at least 30 days in advance by email.

Minor clarifications that do not reduce commitments may be made without prior notice. The "Last Updated" date at the top of this page always reflects the most recent revision.

Your continued use of the Service after the effective date of any SLA revision constitutes acceptance of the revised terms. If you do not agree, you may cancel your subscription before the effective date and receive a pro-rated refund for the unused portion of your billing period.

Enterprise customers may negotiate custom SLA terms. Contact your account manager or email enterprise@qrmenu.et to discuss bespoke arrangements.

For SLA-related questions, credit requests, or to report an incident: