Service Level Agreement (SLA)
Version 1.0 · Last updated 2026-11-01
- Legal name
- [Pending: legal name]
- Tax ID (NIF/CIF)
- [Pending: tax ID]
- Registered office
- [Pending: registered office]
- [Pending: contact email]
- Registry data
- [Pending: registry data]
- Privacy contact / DPO
- [Pending: privacy contact / DPO]
Service targets that Allunora strives to meet. They are not guaranteed commitments and give no right to compensation until service credits are defined (clause 4).
1. Availability target
Target: 99.5% monthly availability of the restaurant website, online ordering and the staff apps, measured by an external probe.
2. Exclusions
- Scheduled maintenance announced at least 48 hours in advance.
- Third-party failures outside Allunora's control (payment gateways, DNS, AI providers, telecom networks).
- Problems with the Customer's devices, network or configuration.
- Suspension for non-payment or for use contrary to the terms.
- Force majeure.
3. Support
Channels: the "Report a problem" button in the app and email [Pending: contact email]. Hours: [Pending: support hours].
First response targets:
- Critical (service down, orders cannot be taken): 4 business hours.
- High (an important feature does not work): 1 business day.
- Normal (questions and minor bugs): 3 business days.
4. Service credits
[Pending: service credits]