Scan2Eat Service Level Agreement

Last updated: 17 October 2026

This agreement applies to businesses on the Large and Multi plans and is part of the Terms of Service. The Small and Medium plans are provided on a best-effort basis, without service credits.

1. Availability

We aim for 99.5% availability per calendar month for guest ordering, order handling (staff and kitchen) and the admin app, measured by our monitoring at the application programming interface and entry point. These do not count against availability:

• scheduled maintenance announced at least 48 hours ahead, up to 4 hours a month;
• force majeure;
• faults in the business's own networks, devices, browsers or printers;
• outages of third parties outside our control, such as the payment providers or point-of-sale systems the business connected;
• suspension under the Terms of Service, and the restriction after the 7-day grace period.

2. Support response times

By email at support@azayn.com:

• Critical (ordering is down): within 4 business hours;
• High: within 1 business day;
• Normal: within 2 business days.

These are targets for a first response, not for a fix. Business days are the working days in Germany.

3. Service credits

If monthly availability falls below the target, the business gets a credit on its next invoice:

• below 99.5%: 5% of that month's fee;
• below 99.0%: 10%;
• below 97.0%: 25%.

Credits are capped at 25% of that month's fee and must be claimed within 30 days. They are the only financial remedy for unavailability, without affecting liability under section 11.1 of the Terms of Service. If availability is below 95% in two months in a row, the business may terminate for good cause.

4. Backups and recovery

We aim to be able to restore data to a point no more than 24 hours old (recovery point) and to be back in operation within 8 hours after a full-site disaster (recovery time).

5. Fallback

The business keeps a manual way to take orders. Kitchen ticket printing is supported as a fallback channel.