Service Level Agreement (SLA)
Ensuring the efficient and stable operation of your restaurant
As a professional catering POS provider, we understand how critical system uptime is to your restaurant's business. This SLA outlines the technical support standards and level of assurance that KirinPOS commits to providing you.
1. Service Availability Commitment
We guarantee 99.9% availability for the core functionalities of the KirinPOS software system (ordering, printing, local storage), provided that the local hardware is operating normally. For cloud synchronization and online address lookup features, we strive to maintain the same level of stability.
2. Technical Support Response Times
Depending on the urgency of the issue, we commit to the following response time targets:
| Severity Level | Definition | Response Commitment |
|---|---|---|
| P0 - Critical | The system is completely unusable, preventing the restaurant from taking orders and operating. | Response within 1 hour / Definite resolution plan within 4 hours |
| P1 - High | Partial feature failure (e.g., printer not working), but does not stop the overall ordering workflow. | Response within 2 hours |
| P2 - Normal | Non-urgent requests such as menu adjustments, general inquiries, or configuration updates. | Response within 24 hours |
3. Hardware Replacement Guarantee
For customers who purchase a complete system bundle, we offer a "UK Next-Day Replacement" guarantee:
- If non-accidental hardware failure occurs within the warranty period (12 months), upon remote confirmation by our technicians, we will dispatch a replacement device via next-working-day express courier.
- We know that "no machine means no business." Therefore, we prioritize a "ship-first, return-later" policy to minimize your downtime as much as possible.
4. Data Backup and Security
- Real-time Local Mirroring: The system automatically logs every single transaction locally, ensuring data can be recovered even if the PC requires a clean reinstallation.
- Daily Auto-Sync: When connected to the internet, the system automatically backs up encrypted sales and business reports to the cloud every night for your viewing at any time.
5. Exclusions and Limitations
The following circumstances fall outside the scope of our SLA compensation or liability:
- Downtime caused by restaurant power outages, internet service provider (ISP) failures, or damage to third-party equipment like routers.
- System crashes caused by the user deleting core system files or installing unauthorized third-party malicious software.
- Physical damage to the restaurant's internal hardware, including water ingress, electrical surges, or accidental drops.
6. Contact Technical Support
For urgent support, please dial your exclusive VIP hotline directly, or contact our 24/7 Emergency Technical Support WhatsApp.