Service Level Agreement

As of January 1, 2024

‍This Service Level Agreement (“SLA”) is governed by the terms of the Terms of Service and the applicable Sales Order.

By downloading, installing, or otherwise accessing or using the Service, you agree that you have read and understood and as a condition to your use of the Service you agree to be bound by the following Terms and conditions. If you do not agree to these Terms of Service, Grubtech is not willing to provide you with access to or use of the Service.

1. Definitions
Capitalized terms not defined herein will have the same meaning as defined in the Agreement.

  • 1.1    “Active Production Stores” means a store or brand / location which has been activated by Grubtech and completely configured and functional with the Grubtech Covered Services.

  • 1.2    “Covered Services” means gOnline module and its related connectivity and integrations with 3rd Party Partners.

  • 1.3    “Service Level Exhibit” means the document attached to, or referenced in, the applicable Sales Order or in this Service Level Agreement.

2. Email Support

  • 2.1    Customers support is available for all Severity Levels via email during Support Business Hours.

  • 2.2    A case number will be generated for any inquiry to the support email address as per the Severity Levels Response Time.

  • 2.3    Cases submitted via email will be reviewed based on order received.

3. Description of Support Services

  • 3.1    The following services are included in standard support services, and will be performed by Grubtech:

  • 3.1.1    Training for the Customer so that they can complete installation of the Grubtech software at Active Production Stores and development environments.

  • 3.1.2    Diagnosis and resolution of issues or bugs within the Grubtech API.

  • 3.1.3    Diagnosis and assistance with resolution of POS and/or Aggregator issues preventing Grubtech services from functioning correctly.

  • 3.1.4    Diagnosis of bugs or issues with POS software preventing the Grubtech API from functioning.

  • 3.1.5    Assistance escalating POS and/or Aggregator service problems unrelated to the Grubtech API to Customer’s third-party POS.

  • 3.2    The following services are not included in standard support services. Grubtech may, on occasion, at the request of the Customer and at its own discretion, perform activities related to these services. These services may incur additional fees to the Customer. Grubtech takes no responsibility for any issues or downtime related to activities performed in relation to these services. Grubtech will never perform activities related to these services without the explicit permission of the Customer, and other relevant parties.

  • 3.2.1    Diagnosis or repair of POS service problems unrelated to the Grubtech API.

  • 3.2.2    Resolution of bugs or issues with POS software outside the scope o fthe Grubtech API, or outside the scope of Grubtech’s ability to resolve.

  • 3.2.3    Major reconfiguration of POS software outside the scope of changes required for the Grubtech API to function.

  • 3.2.4    Other services and activities not explicitly listed under Standard Services.

4. Limitation of Responsibility

  • 4.1    Functionality of the Grubtech Services often depend on the stability, latency, uptime, and performance of third-party software and services. Grubtech cannot take responsibility for resolution of issues with these third-party software and services, and they are outside of Grubtech’s control. Grubtech will use commercially reasonable efforts to provide clear guidance and recommendations to relevant parties to assist in resolution of issues related to these third party software and services. This includes, but not is not limited to:

  • i)    Merchant network connections, firewalls, antivirus, and security software.

  • ii)    Third-party POS provider APIs, data sources and services.

  • ii)    Developer software, infrastructure, and services.

  • iv)   Aggregator provider APIs, data sources and services.

4. Limitation of Responsibility

Grubtech reserves the right to modify the Grubtech API SLAs at any time. If Grubtech makes material changes, it will notify the Customer by updating the date above. The current version will always be posted at this page.

5. Severity Levels Exhibit

Priority Definition Response Time Grubtech Resources
P1 The Service is “down”, operations of the Service are severely degraded, or this is a critical impact to the Service due to a fault with the software. No workarounds. 1 Hour Grubtech will provide the necessary resources around the clock to resolve this situation.
P2 Significant aspects of the Service are negatively affected by inadequate performance of the software. Partial or no workarounds. 8 Hours Grubtech will provide resources during Grubtech’s regional business hours to resolve the situation and additional resources outside Grubtech’s regional business hours as reasonably necessary.
P3 General issues related to a feature or a set of features. Operational performance of the Covered Services is not impaired. Next Business Day Grubtech will provide reasonable resources during Grubtech’s regional business hours to assist in resolving the problem or providing a workaround.
P4 Customers require information or assistance with Covered Services capabilities, installation or configuration and there is little to no effect on its business operations. Next Business Day Such requests will be handled within Grubtech’s regional business hours.