Service Level Agreement (SLA)
This Service Level Agreement outlines our commitment to system uptime, service reliability, and technical support response times.
Last updated: July 2026
1. Uptime Commitment
Signal Menu commits to maintaining 100% availability of digital menu pages in every billing cycle. Our systems are backed by a redundant, multi-layered cloud server architecture, ensuring that even in the case of local technical outages, your menus remain online and fast.
2. Technical Support Channels & Languages
We provide technical support via WhatsApp, email, and our support ticket system. To serve you better, our support is available in English, or in your native language if you prefer. Response times are prioritized by issue severity: - Critical (Service or menu pages completely unavailable): Response within 2 hours. - High (Core feature malfunction like pricing edits not saving): Response within 6 hours. - Normal (General inquiries, styling tweaks, account queries): Response within 24 hours.
3. Seamless Maintenance & Redundant Infrastructure
Our systems are built on a 3-layer redundant server and caching architecture developed by Signal Menu. To keep our platform running at peak performance, we perform routine upgrades and maintenance during off-peak hours (typically between 04:00 and 05:00 UTC). Thanks to our active-active redundancy, if any single server undergoes maintenance or fails, traffic is automatically and instantly routed to the remaining active servers. This ensures that your digital menus experience zero downtime and remain fully functional and fast for your guests without any interruption.
4. Exclusions & Credits
This SLA does not apply to performance issues caused by force majeure, internet service provider outages, client hardware incompatibility, or unauthorized API modifications by the client. In the event that we fail to meet the 100% uptime commitment, eligible accounts may request a service credit extension.