1. Purpose:

This Service Level Agreement (SLA) outlines the commitment of Table Needs to provide responsive and effective customer support. It defines the scope of support, response times, and escalation procedures to ensure customer satisfaction.


2. Scope of Support:

Table Needs provides support for the following services:

  • Technical assistance with our products and services
  • Troubleshooting and issue resolution
  • Account and billing inquiries
  • General product guidance and best practices

Support is available through the following channels:


3. Support Hours:

  • Standard Support: Monday – Friday, 8:00 AM – 5:00 PM (CST)
  • Emergency Support: 24/7 for High and Critical severity issues
  • After-Hours Note: For High and Critical issues reported outside standard hours, response times apply immediately; Medium and Low issues are addressed starting at 8:00 AM EST the next business day.


4. Response Time Commitments:

Tickets will be categorized based on severity, with corresponding response and resolution targets:

  • Critical
    • Definition: Service is completely unavailable or major functions are not operational.
    • Initial Response: 30 minutes
    • Resolution Target: 4 hours
  • High
    • Definition: Significant degradation of service, but partial functionality remains.
    • Initial Response: 1 hour
    • Resolution Target: 8 hours
  • Medium
    • Definition: Minor issues that do not significantly impact business operations.
    • Initial Response: 2 hours
    • Resolution Target: 24 hours
  • Low
    • Definition: General inquiries, menu management, feature requests, or cosmetic issues.
    • Initial Response: 4 hours
    • Resolution Target: 3 business days


5. Escalation Procedures

If an issue cannot be resolved by the current support level, it will be escalated promptly based on the team’s assessment of scope and capability:

  • Level 1 – Support Agent: Handles initial response and basic troubleshooting. Escalates immediately if the issue exceeds their expertise or access (e.g., technical complexity, system-level problems).
  • Level 2 – Senior Support Specialist: Takes over when escalated from Level 1. Escalates further if the issue requires advanced technical intervention beyond their scope.
  • Level 3 – Engineer: Engages when Level 2 determines engineering expertise is needed (e.g., code-level fixes, infrastructure issues). Escalates if resolution demands executive input or resources.
  • Level 4 – Executive Review: Activated when prior levels cannot resolve the issue due to exceptional circumstances or upon customer request.


Note: Escalation occurs as soon as the current level identifies the issue is outside their ability to resolve, ensuring timely progression to the appropriate team.


6. Customer Responsibilities:

To ensure effective support, customers should:

  • Provide detailed issue descriptions, including time of occurrence, steps to replicate, device used, and any error messages, pictures, or screenshots.
  • Maintain up-to-date contact information.
  • Cooperate with support staff during troubleshooting.
  • Follow recommended best practices for system maintenance (e.g., keeping Table Needs software updated as prompted).


7. Exclusions

The SLA does not cover:

  • Issues caused by third-party services outside of Table Needs’ control, though diagnostic assistance may be provided to help identify the problem.
  • Problems due to customer misuse, modifications, or unauthorized configurations.
  • Network connectivity issues, such as internet outages or local network failures, not managed by Table Needs. 
  • Scheduled maintenance and updates (prior notice will be provided).


8. Service Reviews & Updates:

This SLA will be reviewed periodically to ensure alignment with customer needs and industry standards. Updates will be communicated in advance.


9. Contact Information:

For support inquiries, please:


By using Table Needs’ support services, customers agree to the terms outlined in this SLA.