01Scope of service
Your Noqta subscription includes the following at no additional charge:
- Setting up your account and connecting the platform to your existing POS and the delivery platforms you use.
- Entering your initial menu and reviewing it with you before go-live.
- Training your team on the platform, in one or more sessions as needed.
- Operation of point of sale, orders, kitchen, menu and the loyalty programme.
- Analytical reporting, periodic briefs, and the WhatsApp agent.
- Updates and new features within your plan.
- Operational support during business days.
02Setup and go-live
Introductory session
System integration
Menu entry and review
Team training
First analytical brief
| Stage | Target duration | What we need from you |
|---|---|---|
| Introductory session | 20 minutes | Time from the decision-maker |
| System integration | 1 business day | Access credentials for your POS and delivery platforms |
| Menu entry and review | 1–2 business days | An up-to-date menu with prices and costs |
| Team training | One or more sessions | Attendance from the people who will actually use it |
| First analytical brief | 48 hours after integration completes | — |
These durations run from the moment you provide what we need. If we have not completed setup within seven business days of that date, no charge arises for your first month, under the setup guarantee in the Terms of Service.
03Support and response times
We triage by operational impact rather than order of arrival. The times below are first-response times during business days.
Critical
High
Medium
Low
| Severity | Definition | First response |
|---|---|---|
| Critical | Platform down, or orders cannot be recorded or the till closed | Within 1 hour |
| High | A core feature is broken but a temporary workaround exists | Within 4 hours |
| Medium | A fault that does not block trading, or an error in a report | Within 1 business day |
| Low | A question, feature request or improvement | Within 3 business days |
Critical reports involving a trading stoppage are handled outside business hours as well, on a best-efforts basis.
04Availability
- We target monthly availability of no less than 99.5%, excluding scheduled maintenance.
- Scheduled maintenance is carried out during low-traffic periods, with at least forty-eight hours' notice.
- Not counted as downtime: failures at infrastructure providers outside our control, loss of your own internet connectivity, and use contrary to the Acceptable Use Policy.
- If downtime attributable to us exceeds eight consecutive hours in a month, you are entitled to a pro-rata credit against that month's subscription, on request within thirty days.
05Out of scope
The following are not included in the subscription and can be agreed separately:
- Supply or maintenance of hardware (screens, printers, cash drawers, network equipment).
- Operating or repairing your internal network or internet connection.
- Building bespoke integrations with third-party systems not supported by the platform.
- Retrospective import of historical data from previous systems.
- Repeated on-site training beyond the agreed sessions.
- Accounting, legal or tax advice.
06What we need from you for this to work
- Nominate a responsible person on your side as the point of contact for setup and support.
- Provide the access credentials needed for integration in good time.
- Keep menu and cost data accurate, because the accuracy of margin analysis depends directly on it.
- Tell us in advance of any material operational change affecting the integration, such as changing POS or adding a branch.
07Changes to the service level
We may amend this agreement. Any amendment that reduces the agreed service level will be notified thirty days in advance, and you may terminate without penalty if you do not accept it.
Support
For operational support, message us on WhatsApp or write to the address below during business days.
ehab@noqtaplatform.com