1. Scope
This Service Level Agreement (“SLA”) is part of the Terms of Service and applies to paid Subscriptions. It does not apply during free trials. Enterprise customers may have different commitments set out in an order form, which then control.
2. Uptime commitment
We will make the Tech for Tabs application available with a Monthly Uptime Percentage of at least 99.9%, measured over each calendar month.
- Monthly Uptime Percentage means the total minutes in the month, minus minutes of Downtime, divided by the total minutes in the month.
- Downtime means a period of at least five consecutive minutes during which customers are unable to sign in to, or load, the core application because of a failure of the Services, as confirmed by our monitoring.
3. Scheduled maintenance
We schedule maintenance that could affect availability between 2:00 am and 6:00 am US Eastern time, when restaurants are least likely to be open, and give at least 48 hours' notice by email or in the application. Scheduled maintenance is limited to four hours per month and does not count as Downtime. Most updates are deployed with no downtime at all.
4. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance announced as described above;
- Third-Party Services, including point-of-sale providers, payment processors, AI providers, email providers and distributor portals;
- your internet connection, devices, browsers, network or equipment;
- use of the Services in breach of the Terms or Acceptable Use Policy, or suspension under the Terms;
- features labelled beta, preview or early access;
- events beyond our reasonable control, as described in the Terms.
5. Service credits
If we miss the uptime commitment in a month, you are eligible for a credit on that month's subscription fee:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.9% but at least 99.0% | 10% of the monthly fee |
| Below 99.0% but at least 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
For yearly Subscriptions, the monthly fee is one twelfth of the yearly fee. To claim a credit, email support@techfortabs.com within 30 days of the end of the affected month with the dates and times you experienced Downtime. Credits are applied to future invoices, are not exchangeable for cash, and will not exceed 50% of the monthly fee for any month. Service credits are your sole and exclusive remedy for failure to meet the uptime commitment.
6. Support
Support is available by email at support@techfortabs.com, seven days a week. We aim to respond within these times:
| Severity | Examples | First response | Enterprise |
|---|---|---|---|
| 1 — Critical | The application is down, or you can't ring up or close checks on Tabs POS during service. | 1 hour | 30 minutes |
| 2 — High | A major feature is impaired with no workaround, such as invoice approval or the time clock. | 4 hours | 2 hours |
| 3 — Normal | A feature isn't working as expected but there is a workaround. | 1 business day | 8 business hours |
| 4 — Question | How-to questions, feature requests, account changes. | 2 business days | 1 business day |
Business days are Monday to Friday, excluding US federal holidays. Response times are targets for a first human response, not resolution times. Severity 1 and 2 targets apply around the clock when reported with “URGENT” in the subject line.
7. Incident communication
During a significant incident we will notify affected customers by email or in the application, post updates until it is resolved, and, for Severity 1 incidents, share a summary of the cause and what we are doing to prevent it from recurring.
8. Changes
We may update this SLA, but we will not reduce the uptime commitment or service credits during your current paid billing period. Questions: support@techfortabs.com.
Service Level Agreement · Tech for Tabs, LLC · Last updated October 8, 2026