Service Level Agreement

This Service Level Agreement ("SLA") sets out Tiquo's commitment to providing a reliable, high-quality, and transparent service experience. It applies to all customers using the Tiquo Platform as defined in the Tiquo Platform Terms.

1. Scope of Service

This SLA applies to the production Tiquo Platform, including:

• Tiquo Webapp Platform
• Admin API
• Client API
• Tracking Pixel
• Tiquo iOS App
• Tiquo Android App
• Tiquo PDQ Firmware

Availability of the above services is monitored across both backend and frontend infrastructure. Tiquo commits to maintaining the backend APIs that these applications rely on within the availability commitment below.

This SLA does not apply to:

• Third-party products or services.
• Payment providers.
• Apple App Store and Google Play Store Distribution.
• The Customer's own networks, devices, or infrastructure.
• Integrations not managed or hosted by Tiquo.
• Any beta or preview features.

2. Availability Commitment

Tiquo is committed to maintaining a Monthly Uptime Percentage (MUP) of 99.99% for the services listed in Section 1 as covered by this SLA.

Monthly uptime is calculated as:

Monthly uptime = 1 – (monthly downtime minutes ÷ total possible monthly minutes)

Availability is measured over each calendar month and excludes Scheduled Maintenance, Emergency Maintenance, and Excluded Events (each as defined in this SLA).

Real-time system performance and historical uptime reports are available at status.tiquo.app.

3. Scheduled and Emergency Maintenance

Tiquo strives to maintain zero-downtime updates and avoid any planned outages.

3.1 Scheduled Maintenance

If maintenance requiring downtime is necessary, Tiquo will provide at least 48 hours' advance notice. Scheduled downtime will be kept to a minimum and typically occur outside peak operating hours.

3.2 Emergency Maintenance

In rare cases where immediate action is required to maintain security, performance, or platform stability, Tiquo may perform Emergency Maintenance without prior notice. Tiquo will always aim to minimise disruption and will post updates to the status page.

Time spent in either Scheduled or Emergency Maintenance is excluded from downtime calculations.

4. Downtime Definition

Downtime is measured using automated server-side monitoring tools that assess error rates, response failures, and unavailability of the covered systems.

4.1 Offline Mode

The Tiquo Platform includes an offline mode ("Offline Mode") that allows Customers to continue operating during a loss of connectivity, with transactions queued locally and synchronised automatically once connectivity is restored.

Any period during which Offline Mode is available is treated as available for the purposes of the uptime calculation in Section 2 and does not count towards downtime. Delayed synchronisation of data queued during such a period does not constitute downtime.

Offline Mode requires preparation by the Customer, including downloading and keeping synchronised current menus, prices, and configuration while connected to the Tiquo Platform. It is the Customer's responsibility to do so, and any inability to use Offline Mode resulting from the Customer's failure to prepare is a Customer-side issue and is excluded from downtime calculations under Section 5.

5. Exclusions

The following events are excluded from downtime calculations and do not qualify for Service Credits:

• Scheduled or emergency maintenance.
• Internet, hosting, or infrastructure provider failures.
• Payment provider failures.
• Denial-of-service or other external attacks.
• Customer-side issues (e.g. local network, browser, VPN, or device errors).
• Periods during which Offline Mode is available, as described in Section 4.1.
• Inability to use Offline Mode resulting from the Customer's failure to prepare for offline use as described in Section 4.1.
• Misuse, configuration changes, or unauthorised access by the Customer.
• Third-party integrations or APIs not controlled by Tiquo.
• Beta, preview, or trial features.
• Suspension or termination of service in accordance with the Platform Terms.
• Events beyond Tiquo's reasonable control, including (without limitation) acts of God, fire, flood, epidemic, pandemic, war, terrorism, civil unrest, government action, labour disputes, power failures, and telecommunications failures.

Any downtime resulting from the above is excluded from availability calculations and does not qualify for Service Credits.

6. Service Credits

If Tiquo fails to meet the 99.99% monthly uptime commitment, Customers may request Service Credits as compensation.

Service Credits are calculated as follows:

Service Credit = (99.99 - Actual Monthly Uptime) x 5% of Monthly Fee

Example: if uptime in a month is 99.8%, the credit equals (99.99 - 99.8) x 5% = 0.95% of the Monthly Fee.

The maximum total credit that may be awarded in any month is 100% of the Monthly Fee payable to Tiquo.

To receive a credit, Customers must email their Tiquo Account Manager or the support team within 15 days of the end of the month in which uptime fell below 99.99%. Service Credits are applied to future invoices and represent the sole and exclusive remedy for failure to meet the Availability Commitment.

7. Support Availability

7.1 Support Hours

Tiquo provides customer support a minimum of 16 hours per day, 7 days per week, covering core operating hours across UK and European time zones. P1 and P2 incidents are monitored and responded to during all supported hours. P3 incidents are handled Monday to Friday, 09:00 to 17:30 UK time, excluding UK public holidays.

7.2 Support Channels

• Email and Help Centre
• Documentation: https://docs.tiquo.co/

Customers with enhanced support plans may receive extended hours or dedicated response targets as agreed in their plan.

8. Incident Management

Tiquo continuously monitors platform performance and availability across backend and frontend infrastructure.

8.1 Severity Levels

Incidents are classified by severity as follows:

8.2 Incident Communication

When incidents occur, Tiquo will:

• Acknowledge the incident within the response target for its severity level.
• Provide updates at the frequency stated above via the status page at status.tiquo.app.
• Publish a post-incident summary on the status page for any P1 or P2 incident.

9. Data Resilience

All Customer data is encrypted at rest and in transit. Database state is replicated in real time across multiple physical availability zones.

In addition, daily backups are performed and retained for a minimum of seven (7) days with 99.999999999% (11 nines) durability.

In the event of a major incident affecting data availability or integrity:

• Recovery Point Objective (RPO): 24 hours. In the worst case, data loss is limited to one daily backup cycle.
• Recovery Time Objective (RTO): 4 hours. Tiquo targets full service restoration within 4 hours of a major incident.

RPO and RTO are targets, not guarantees, and are subject to the nature and severity of the incident. Tiquo will use all reasonable efforts to meet or exceed these targets.

10. Changes to this SLA

Tiquo may update or modify this SLA from time to time to reflect improvements, new features, or legal requirements.

Where a change is material, Tiquo will provide reasonable prior notice via its website, customer portal, or other communication channels.

The version of the SLA in force at the start of the relevant month will apply for that month.

11. Legal and Governance

This SLA is governed by and construed in accordance with the laws of England and Wales.

In the event of conflict between this SLA and other Tiquo documents:

• The Customer Agreement prevails over this SLA.
• This SLA prevails over general terms or policies.

Except for the Service Credits expressly set out herein, this SLA does not create additional rights or remedies.

12. Review

This SLA is reviewed at least annually. The next scheduled review date is April 2027.